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題名：職場靈性、心理所有權與情緒勞務之關係研究--以臺北市星級旅館服務人員為例
書刊名：觀光旅遊研究學刊
作者：徐錢玉／陳柏蒼
作者(外文)：Hsu, Chien-yu／Chen, Po-tsang
出版日期：2012
卷期：7:2
頁次：頁1-20
主題關鍵詞：職場靈性；心理所有權；情緒勞務；星級旅館；Workplace spirituality；Psychological ownership；Emotional labor；The star ratings of hotels
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(4) 專書(0) 專書論文(0)
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  • 共同引用共同引用:156
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台灣住宿業益發蓬勃發展，帶動政府推行星級旅館的評鑑。旅館經營成功的關鍵要素，「人」成為最主要的競爭優勢。現今台灣的旅館業漸以責任制為導向，員工必須承擔為了競爭而持續不斷充實個人工作技能的壓力，也需要再承受超額的工作份量，如此龐大的雙重壓力可能會無形轉嫁在員工身上，長期下來會使身心靈產生疲倦感，並且影響到工作表現，這樣的循環會使得旅館業常常處在人員的高流動率，而造成服務品質上的不穩定性。而過往的研究較沒有針對旅館業人員的職場上、心理上與情緒上的感受做詳盡的探究。本研究旨在了解旅館業員工的職場靈性、心理所有權與情緒勞務之關係，並於2011年7月份至2011年10月份針對台北市星級旅館人員進行問卷調查，採立意抽樣的方式取得有效問卷463份。以敘述性統計、信度分析、結構方程式模式與多元迴歸分析法，綜合實證結果發現：（一）星級旅館服務人員的職場靈性與心理所有權之間有顯著的關係。（二）星級旅館服務人員的心理所有權與情緒勞務之間有顯著的關係。（三）星級旅館服務人員的心理所有權在職場靈性與情緒勞務之間有中介關係。針對研究結果提出相關貢獻、限制和建議，提供旅館業者建議及未來研究者對相關研究的參考。
The booming of the Taiwan hospitality industry has driven the government to implement a 'star-rating' standard for hotels. Hotel employees have become the key element to success and also a competitive advantage. The hotel industry in Taiwan today is gradually moving to being accountability-oriented, where employees must not only take on the pressure to enrich personal skills in order to stay competitive, but also the pressure. To handle excessive workloads. This combination of multiple pressures may at first not felt by employees, but in the long term lead to fatigue in both body and soul, and therefore impact on work performance. The above will creates a high turnover rate in the hotel industry and the quality of service. As previous researches have not focused on investigating the exploration of the workplace, psychological and emotional experience of hospitality personnel. This study therefore aims to understand the relationship between workplace spirituality, psychological ownership and emotional labor of people working in the hospitality industry. To achieve this, a survey of Taipei star-rated hotel staff was conducted between July and October 2011, from which 463 valid questionnaires were selected using purposive sampling. Descriptive statistics, reliability analysis, structural equation models and multiple regression analysis were used to generate a integrated empirical result showing: (a) there is a significant relationship between workplace spirituality and emotional labor for staff in star-rated hotels, (b) there is a strong relationship between psychological ownership and emotional labor and (c) psychological ownership has a mediating effect between workplace spirituality and emotional labor for star-rated hotel staff. From these results, contributions, limitations and recommendations are provided as a reference for both hotel managers and future relevant research.
期刊論文
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2.吳宗祐、鄭伯壎(2006)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係--「資源保存理論」的觀點。管理學報，23(5)，581-599。new window  延伸查詢new window
3.Avey, James B.、Avolio, Bruce J.、Crossley, Craig D.、Luthans, Fred(2009)。Psychological ownership: theoretical extensions, measurement and relation to work outcomes。Journal of Organizational Behavior，30(2)，173-191。  new window
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6.Ghafoor, A.、Qureshi, T. M.、Khan, M. A.、Hijazi, S. T.(2011)。Transformational leadership, employee engagement and performance: Mediating effect of psychological ownership。African Journal of Business Management，5(17)，7391-7403。  new window
7.Haroutiounian, A.、Ghavam, S.、Gomez, S. J.、Ivshin, E.、Phelan, S.、Freshman, B.(2000)。Teaching spiritual synchronicity in a business leadership class。Journal of Management Education，24(5)，662-681。  new window
8.Mayhew, M. G.、Ashkanasy, N. M.、Bramble, T.、Gardner, J.(2007)。A study of the antecedents and consequences of psychological ownership in organizational settings。The Journal of Social Psychology，147(5)，477-500。  new window
9.Company.O'、Driscoll, M.,、Pierce, J.,、Coghlan, A(2006)。The psychology of ownership - work environment structure, organizational commitment, and citizenship behaviors。Group and Organization Management，31(3)，388-416。  new window
10.Garcia-Zamor, J. C.(2003)。Workplace spirituality and organizational performance。Public Administration Review，63(3)，355-363。  new window
11.Milliman, J. A.、Czaplewski, A. J.、Ferguson, J.(2003)。Workplace spirituality and employee work attitudes: An exploratory empirical assessment。Journal of Organizational Change Management，16(4)，426-447。  new window
12.Jurkiewicz, C. L.、Giacalone, R. A.(2004)。A values framework for measuring the impact of workplace spirituality on organizational performance。Journal of Business Ethics，49(2)，129-142。  new window
13.Geh, E.、Tan, G.(2009)。Spirituality at work in a changing world: Managerial and research implications。Journal of Management, Spirituality & Religion，6(4)，287-300。  new window
14.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。  new window
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16.Pielstick, C. D.(2005)。Teaching spiritual synchronicity in a business leadership class。Journal of Management Education，29(1)，153-168。  new window
17.Leigh, Pamela(1997)。The new spirit at work。Training and Development，51(3)，26-33。  new window
18.Heaton, Dennis P.、Schmidt-Wilk, Jane、Travis, Frederick(2004)。Constructs, methods, and measures for researching spirituality in organizations。Journal of Organizational Change Management，17(1)，62-82。  new window
19.Harrington, W. J.、Preziosi, Robert C.、Gooden, Doreen J.(2001)。Perceptions of workplace spirituality among professionals and executives。Employee esponsibilities and Rights Journal，13(3)，155-163。  new window
20.Van Dyne, Linn、Pierce, Jon L.(2004)。Psychological ownership and feelings of possession: three field studies predicting employee attitudes and organizational citizenship behavior。Journal of Organizational Behavior，25(4)，439-459。  new window
21.Wharton, Amy S.(1993)。The Affective Consequences of Service Work: Managing Emotions on the Job。Work and Occupations，20(2)，205-232。  new window
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26.吳宗祐、鄭伯壎(20060300)。工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。中華心理學刊，48(1)，69-87。new window  延伸查詢new window
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會議論文
1.Stevison, M.、Dent, E.、White, D.(2009)。Toward a greater understanding of spirit at work: A model of spirit at work and outcomes。Academy of Management Annual Meeting，(會議日期: August 7-11, 2009)。Chicago, IL。1-6。  new window
研究報告
1.Kostova, T(1998)。Success of the transnational transfer of organizational practices within multinational companies。Pittsburgh：Carnegie Bosch Institute, Carnegie Mellon University。  new window
學位論文
1.周欣儀(2008)。情緒勞務、心理所有權與工作倦怠關係之研究(碩士論文)。致理技術學院，臺北。  延伸查詢new window
2.鐘小鋼(2010)。職場精神與心理所有感之關聯性：心理資本的中介效果(碩士論文)。國防大學管理學院，臺北。  延伸查詢new window
3.鄔佩君(2003)。第一線服務人員之情緒勞動的影響因素與其結果之關係：以銀行行員為例(碩士論文)。國立政治大學。  延伸查詢new window
4.蔡玉青(1999)。情緒勞務之負荷、因應策略、社會支持與情緒耗竭之相關研究--以休閒、旅館業為例(碩士論文)。國立雲林科技大學，雲林。  延伸查詢new window
圖書
1.Stephen, P. R.、林財丁、林瑞發(2000)。組織行為。臺中：滄海書局。  延伸查詢new window
2.Isaacs, S.(1933)。Social development in young children。London：Routledge & Kegan Paul。  new window
3.Mitroff, I. A.、Denton, E. A.(1999)。A Spiritual Audit of Corporate America: A Hard Look at Spirituality, Religion, and Values in the Workplace。San Francisco：Jossey-Bass。  new window
4.Giacalone, R. A.、Jurkiewicz, C. L.(2003)。Handbook of workplace spirituality and organizational performance。Armonk, NY：M. E. Sharpe。  new window
5.Dittmar, H.(1992)。The social psychology of material possessions: To have is to be。New York：St. Martin's Press。  new window
6.Deeken, A、王珍妮、張淑美(2003)。生與死的教育。臺北：心理。  延伸查詢new window
7.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
8.丹尼爾．高曼、張美惠(1996)。EQ。時報文化。  延伸查詢new window
9.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
10.Bandura, A.、Wessels, S.(1997)。Self-efficacy: The exercise of self-control。New York：Freeman。  new window
其他
1.交通部觀光局(2009)。星級旅館評鑑計畫，http://admin.taiwan.net.tw/law/law_d.aspx?no=130&d=373， 20111117。  延伸查詢new window
2.交通部觀光局(2011)。旅館等級評鑑制度，http://admin.taiwan.net.tw/public/public.aspx?no=224， 20110420。  延伸查詢new window
3.交通部觀光局(2008)。觀光旅館業管理規則，http://admin.taiwan.net.tw/law/law_d.aspx?no=130&d=367， 20111117。  延伸查詢new window
圖書論文
1.Wilpert, B.(1991)。Property, ownership, and participation: on the growing contradictions between legal and psychological concepts。International handbook of participation in organizations: For the study of organizational democracy, co-operation, and self management。New York：Oxford University Press。  new window
2.Van Maanen, J.、Kunda, G.(1989)。Real Feelings: Emotional expression and organizational culture。Research in Organizational Behavior。Greenwich, CT：JAI Press。  new window
 
 
 
 
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