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題名：不當督導對旅館服務人員情緒耗竭與服務導向組織公民行為之影響：政治技能之調節效果
書刊名：休憩管理研究
作者：韓明娟 引用關係／黃品全 引用關係／王堅楚 引用關係
作者(外文)：Lai Han, Ming-chuan／Hwang, Pin-chyuan／Wang, Chien-chu
出版日期：2014
卷期：1:1
頁次：頁51-62
主題關鍵詞：不當督導；情緒耗竭；政治技能；服務導向組織公民行為；Abusive supervision；Emotional exhaustion；Political skill；Service-oriented organizational citizenship behavior
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:80
  • 點閱點閱:10
本研究探討主管不當督導對旅館服務人員情緒耗竭以及服務導向組織公民行為的直接影響，並以「資源保存理論」及「要求－控制理論」的觀點，探討政治技能的高低所具之調節效果。本研究從181位旅館服務人員有效問卷中發現，不當督導對情緒耗竭呈正向關係，不當督導則與服務導向組織公民行為呈負向關係；此外，政治技能可弱化不當督導對情緒耗竭之正向關係。本研究結果顯示，旅館服務人員若能擁有政治技能，能精準地觀察和判斷局勢，較不易在工作中因為主管的不當督導產生情緒耗竭。研究結果亦提供學理及實務意涵。
This study investigates the impacts of abusive supervision on emotional exhaustion and service-oriented of OCB in hotel work settings. In addition, we explore the moderating role of political skill form the perspectives of resource conservation theory and demand-control theory. Results from 181 responses of hotel staff demonstrated that abusive supervision was positively related to emotional exhaustion and negatively related to service-oriented of OCB. Further, political skills could weaken the relationship between abusive supervision and emotional exhaustion, which showed the importance of political skills in alleviating emotional exhaustion caused by abusive supervision. To conclude, we also provide several theoretical and practical implications drawing form this study.
期刊論文
1.Perrewè, P. L.、Zellars, K. L.、Perris, G. R.、Rossi, A. M.、Kacmar, C. J.、Ralson, D. A.(2004)。Neutralizing job stressors: Political skill as an antidote to the dysfunctional consequences of role conflict。Academy of Management Journal，47，141-152。  new window
2.林鉦棽、賴鳳儀、黃紹慶、潘蕙韶、鍾潤富(20110200)。組織公民行為與工作家庭衝突之關聯分析：好士兵症候群？。管理學報，28(1)，31-47。new window  延伸查詢new window
3.Grandey, Alicia A.、Kern, Julie H.、Frone, Michael R.(2007)。Verbal abuse from outsiders versus Insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor。Journal of Occupational Health Psychology，12(1)，63-79。  new window
4.Harvey, P.、Stoner, J.、Hochwarter, W.、Kacmar, C.(2007)。Coping with Abusive Supervision: The Neutralizing Effects of Ingratiation and Positive Affect on Negative Employee Outcomes。The Leadership Quarterly，18(3)，264-280。  new window
5.Duffy, Michelle K.、Ganster, Daniel C.、Pagon, Milan(2002)。Social undermining in the workplace。Academy of Management Journal，45(2)，331-351。  new window
6.Ferris, G. R.、Treadway, D. C.、Perrewé, P. L.、Brouer, R. L.、Douglas, C.、Lux, S.(2007)。Political Skill in Organizations。Journal of Management，33(3)，290-320。  new window
7.黃品全(20041200)。旅館餐飲人員賦能認知與服務導向組織公民行為之關聯--從領導者與成員交換理論的觀點。觀光研究學報，10(4)，19-37。new window  延伸查詢new window
8.Ferris, G. R.、Treadway, D. C.、Kolodinsky, R. W.、Hochwarter, W. A.、Kacmar, C. J.、Douglas, C.、Frink, D. D.(2005)。Development and validation of the political skill inventory。Journal of Management，31(1)，126-152。  new window
9.吳宗祐(20080600)。由不當督導到情緒耗竭：部屬正義知覺與情緒勞動的中介效果。中華心理學刊，50(2)，201-221。new window  延伸查詢new window
10.Zellars, Kelly L.、Tepper, Bennett J.、Duffy, Michelle K.(2002)。Abusive Supervision and Subordinates' Organizational Citizenship Behavior。Journal of Applied Psychology，87(6)，1068-1076。  new window
11.Boswell, Wendy R.、Olson-Buchanan, Julie B.、LePine, Marcie A.(2004)。Relations between stress and work outcomes: The role of felt challenge, job control, and psychological strain。Journal of Vocational Behavior，64(1)，165-181。  new window
12.黃品全(20050900)。轉型與交易領導對心理賦能及服務導向組織公民行為之影響：模式建立及全職、部份工時餐飲人員比較分析。觀光研究學報，11(3)，233-258。new window  延伸查詢new window
13.Bloisi, Wendy、Hoel, Helge(2008)。Abusive work practices and bullying among chefs: A review of the literature。International Journal of Hospitality Management，27(4)，649-656。  new window
14.Leung, Alicia S. M.、Wu, L. Z.、Chen, Y. Y.、Young, Michael N.(2011)。The impact of workplace ostracism in service organizations。International Journal of Hospitality Management，30(4)，836-844。  new window
15.Mathe, Kimberly、Slevitch, Lisa(2013)。An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants。Journal of Hospitality & Tourism Research，37(1)，29-50。  new window
16.Meurs, J. A.、Perrewé, P. L.、Ferris, G. R.(2011)。Political skill as moderator of the trait sincerity--task performance relationship: A socioanalytic, narrow trait perspective。Human Performance，24(2)，119-134。  new window
17.Street, Helen、Sheeran, Paschal、Orbell, Sheina(2001)。Exploring the relationship between different psychosocial determinants of depression: A multidimensional scaling analysis。Journal of affective disorders，64(1)，53-67。  new window
18.Bettencourt, Lance A.、Gwinner, Kevin P.、Meuter, Matthew L.(2001)。A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors。Journal of Applied Psychology，86(1)，29-41。  new window
19.Thau, Stefan、Mitchell, Marie S.(2010)。Self-Gain or Self-Regulation Impairment? Tests of Competing Explanations of the Supervisor Abuse and Employee Deviance Relationship Through Perceptions of Distributive Justice。Journal of Applied Psychology，95(6)，1009-1031。  new window
20.Brown, Michael E.、Treviño, Linda K.、Harrison, David A.(2005)。Ethical leadership: A social learning perspective for construct development and testing。Organizational Behavior and Human Decision Processes，97(2)，117-134。  new window
21.Karasek, Robert A. Jr.(1979)。Job demands, job decision latitude, and mental strain: Implications for job redesign。Administrative Science Quarterly，24(2)，285-308。  new window
22.Aryee, S.、Chen, Z. X.、Sun, L.-Y.、Debrah, Y. A.(2007)。Antecedents and outcomes of abusive supervision: Test of a trickle-down model。Journal of Applied Psychology，92(1)，191-201。  new window
23.Cropanzano, R.、Rupp, D. E.、Byrne, Z. S.(2003)。The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors。Journal of Applied Psychology，88(1)，160-169。  new window
24.Edwards, Jeffrey R.、Rothbard, Nancy P.(2000)。Mechanisms linking work and family: Clarifying the relationship between work and family constructs。Academy of Management Review，25(1)，178-199。  new window
25.Tepper, Bennett J.(2000)。Consequences of abusive supervision。Academy of Management Journal，43(2)，178-190。  new window
26.Maslach, Christina、Jackson, Susan E.(1981)。The Measurement of Experienced Burnout。Journal of Organizational Behavior，2(2)，99-113。  new window
圖書
1.Maslach, C.、Jackson, S. E.、Leiter, M. P.(1996)。Maslach Burnout Inventory Manual。Palo Alto, California：Consulting Psychologist Press。  new window
2.Aiken, L. S.、West, S. G.(1991)。Testing and interpreting interactions in multiple regression。Newbury Park, CA：Sage。  new window
3.Blau, Peter Michael(1964)。Exchange and Power in Social Life。John Wiley & Sons, Inc.。  new window
 
 
 
 
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