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題名:台灣連鎖旅館員工情緒勞務、組織支持與職業倦怠感關係之探討
作者:劉文玲
作者(外文):Wen-Ling Liu
校院名稱:國立嘉義大學
系所名稱:企業管理學系
指導教授:蔡佳翰
學位類別:博士
出版日期:2017
主題關鍵詞:情緒勞務職業倦怠組織支持連鎖旅館Emotional LaborBurnoutOrganizational SupportChain Hotel
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大多數之連鎖旅館會要求員工必須盡可能地滿足顧客的需求並給予相對應的服務。然而,旅館員工為了配合組織之政策,通常無法於工作時太過呈現出內心之想法,力求展現最完美的一面給予顧客,因此,旅館的工作人員具有極大的可能性,因長期的壓力累積,導致內在與外在不一致的情況發生,此稱作情緒勞務,並且同時會有一定程度的機會導致員工產生職業倦怠以及對組織的支持上形成不利的影響。
  本研究以台灣連鎖旅館之員工作為受測對象,以期了解情緒勞務與組織支持是否對職業倦怠具有顯著的影響,以及組織支持能否對情緒勞務與職業倦怠之間具有顯著的調節效果。本研究以便利抽樣方式進行調查,總共發放問卷600份,有效問卷244份,發放對象為台灣連鎖旅館企業之正職員工。統計分析運用IBM SPSS19版進行分析,並使用單因子變異數分析、Pearson 積差相關、簡單迴歸分析以及多元迴歸分析。
  研究結果顯示,情緒勞務對職業倦怠有顯著的正向影響;組織支持對職業倦怠有顯著的負向影響;組織支持對情緒勞務與職業倦怠之間不具顯著的調節效果。對於旅館業業主而言,雖然情緒勞務與組織支持皆會對職業倦怠產生影響,但組織支持的影響力卻遠勝於情緒勞務,因此,旅館應盡力使員工感受到組織的正面支持更是本次研究所發現之一大重點。
Most of the chains of hotel request that employees have to satisfy clients and give customers wonderful service. Nevertheless, due to the policies of organization, the employees are not able to reveal their intimate thoughts during working. They are usually required doing the best by their institution. Thus, there is an enormous opportunity to result in inconsistent constitution from employees’ mind and body. We call ‘Emotional Labor’. Moreover, in a certain extent, there are several negative affects on Burnout and Organizational Support.
  The subjects were the employees of the chains of hotel. The purpose of the study examined whether Emotional Labor and Organizational Support had a statistically significant effect upon Burnout. In addition, Organizational Support had a notable regulation effect between Emotional Labor and Burnout. The research utilized convenience sampling and IBM SPSS19 for analysis, one-way anova, Pearson correlation, simple linear regression and multiple regression analysis. Then, the valid questionnaires were collected 244.
  The results are as following. (1) Emotional Labor affects Burnout, positively. (2) Organizational Support affects Burnout, negatively. (3) Organizational Support had the nonsignificant regulation effect between Emotional Labor and Burnout. In terms of employers, although Emotional Labor and Organizational Support affect Burnout, Organizational Support is more powerful. Therefore, as far as I see, how the owner of hotel strengthen their employees’ Organizational Support is the essential point in the industry.
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