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題名:情緒勞務對工作投入之影響:世代差異下知覺「個人─環境」適配之調節效果
作者:許炳富 引用關係
作者(外文):HSU, PING-FU
校院名稱:國立雲林科技大學
系所名稱:企業管理系
指導教授:林尚平
賴志超
學位類別:博士
出版日期:2015
主題關鍵詞:情緒勞務知覺個人環境適配工作投入心靈歷程深層情緒偽裝emotional laborperceived person-environment fitsjob involvementintrapsychic processesdeep acting
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本研究從情緒勞務作為個人心靈歷程觀點,探討組織與員工層級之情緒勞務(基本情緒表達、表層情緒控制、深層情緒偽裝、情緒多樣性程度和情緒互動程度)與工作投入(工作認同和工作參與)之間的關係;同時以知覺個人—工作適配、知覺個人—組織適配、知覺個人—主管適配與知覺個人—群體適配為調節變項,探討上述調節變項對情緒勞務與工作認同及工作參與的調節效果。本研究透過服務業第一線員工進行調查,共回收有效問卷230份,以結構方程式分析各變數間之關係及整體模式適配情形,並以Hayes的PROCESS進行迴歸分析檢定調節效果。研究結果顯示,員工情緒勞務會直接影響工作投入,員工基本情緒表達會正向影響工作認同與工作參,員工表層情緒偽裝會直接正向影響工作認同與工作參與,員工深層情緒偽裝會直接負向影響工作認同與工作參與,員工情緒多樣性會直接負向影響工作認同與工作參與,員工情緒互動程度會直接負向影響工作認同與工作參與。此外X與Y世代員工對於知覺個人環境適配干擾作用並不相同。針對上述結果,本研究提出理論貢獻、實務意涵、研究限制與未來研究方向。
Based on the perspective of emotional labor as individual intrapsychic process, this study investigated the effects of emotional labor (basic emotional display, surface emotional control, deep acting, emotion variety of degree and emotion interaction of degree) on job involvement (job identity and job participation). This study examined the moderating effect of perceived person-job fit, perceived person-organization fit, perceived person-supervisor fit and perceived person-group fit on the relationship between emotional labor and job identity and job participation. The study participants were 230 first-line employees in service industry. Structural equation model was used to analyze the relationships between the variables and assess the goodness of fit of overall model; whereas Hayes’ process regression analysis was used to evaluate the moderating effects. The results indicated that employees’ emotional labor was directly related to job involvement, basic emotional display was positively affected job identity and job participation, surface emotional control was positively affected job identity and job participation, deep acting was negatively affected job identity and job participation, emotion variety of degree was negatively affected job identity and job participation and emotion interaction of degree was negatively affected job identity and job participation. Furthermore, the moderation role of perceived person environment fits displayed the different moderating effects between generation X employees and generation Y. Theoretical contribution, practical implications, limitations, and future research were also discussed.
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