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題名:由正向組織行為觀點探討情緒勞務策略對工作活力影響之研究
作者:顧為元 引用關係
作者(外文):Wei-Yuan Guh
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
學位類別:博士
出版日期:2014
主題關鍵詞:工作活力正向情感傳遞表層演出深層演出情緒表達規則deep actingemotional display rulesjob vigorpositive affective deliverysurface acting
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本研究從正向組織行為觀點,以情緒調節理論和資源保存理論探討情緒表達規則(正向表達規則和負向表達規則)、情緒勞務策略(深層演出和表層演出)、工作活力和正向情感傳遞間之影響關係;也以主管支持、工作自主性與服務訓練為調節變項,探討主管支持在深層演出和表層演出與工作活力間的調節效果;工作自主性在深層演出和表層演出與工作活力間的調節效果;及服務訓練在工作活力和正向情感傳遞間的調節效果。本研究透過對服務業第一線員工及其直屬主管進行調查,共回收有效問卷215份,以結構方程模式分析各變數間之關係及整體模式配適情形,並以迴歸分析檢定調節效果。研究結果顯示,正向表達規則正向影響深層演出,負向表達規則正向影響表層演出;然而,正向表達規則對表層演出的正向影響關係和負向表達規則對深層演出的正向影響關係均不顯著。深層演出正向影響工作活力,表層演出負向影響工作活力;而工作活力對正向情感傳遞有正向的影響關係。此外,主管支持、工作自主性與服務訓練的調節效果均不顯著。針對上述結果,本研究提出理論貢獻、管理意涵、研究限制與未來研究方向。
Based on Emotion Regulation and Conservation of Resources Theory, this study investigated the effects of (1) emotional display rules (positive display rules and negative display rules) on emotional labor strategies (deep acting and surface acting), (2) emotional labor strategies on job vigor, and (3) job vigor on positive affective delivery from the perspective of positive organizational behavior. This study additionally examined the moderating effect of supervisor support and job autonomy on the relationship between emotional labor strategies and job vigor and that of service training on the relationship between job vigor and positive affective delivery. The study participants were 215 first-line employees in central Taiwan service industry and their direct supervisors. Structural equation modeling was used to analyze the relationships between the variables and assess the goodness of fit of the overall model; whereas regression analysis was used to evaluate the moderating effects. The results indicated that positive display rules was positively related to deep acting and negative display rules was positively related to surface acting. However, the relations between positive display rules and surface acting were not statistically significant, and neither were the relations between negative display rules and deep acting. In addition, deep acting was positively related to job vigor, surface acting was negatively related to job vigor, and job vigor was positively related to positive affective delivery. Furthermore, the hypotheses of the moderation role of supervisor support, job autonomy, and service training were not supported. Theoretical contribution, practical implications, limitations, and future research were also discussed.
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