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題名:國民中小學校人事人員情緒勞務、職場友誼以及組織認同關係之研究
作者:劉和然
作者(外文):Her-Ran Liou
校院名稱:國立臺灣科技大學
系所名稱:管理研究所
指導教授:盧希鵬
學位類別:博士
出版日期:2017
主題關鍵詞:情緒勞務職場友誼組織認同emotional laborworkplace friendshipsorganizational identification
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論文摘要
本研究企圖使用情緒感染論、人際情感調節論、社會互動模式、社會認同理論、情緒工作與工作態度觀點、社會支持理論、社會交換論等理論以及相關的實證研究文獻,建構學校人事人員的情緒勞務、職場友誼以及組織認同的關係模式,探究這些變項之間的運作機制,檢定所建構模式的適配情形以及瞭解這些變項之間影響關係的程度。研究採用網路問卷調查法,蒐集了國民中小學校人事人員的有效調查問卷382份,以結構方程模式的統計方法來檢定出本研究所建構的關係模式的適配程度以及所設定的假設。
主要研究結果如下:1.情緒勞務、職場友誼以及組織認同關係模式獲得相當不錯的適配。2.情緒勞務中的表層演出對職場友誼的工具性友誼有顯著負向的效果,對於情感性友誼則是沒有顯著的影響;深層演出則是對於工具性友誼以及情感性友誼有顯著正向的影響。3.情緒勞務中的表層演出負向的影響組織認同;深層演出則是正向的影響組織認同。4.職場友誼中的工具性友誼正向地影響組織認同,而情感性友誼對組織認同也是正向的影響。
ABSTRACT
This study attempts to use theories such as the theory of emotional contagion, interpersonal emotion regulation theory, the social interaction model, the social identity theory, the ideas of emotional and work attitudes, social support theory, and social exchange theory, in addition to related empirical research, to establish a model to represent the relationships among emotional labor, workplace friendships, and organizational identification. We study the operative mechanisms existing among these variables, verify the suitability of the model, and come to understand the degree of the relationships existing among these variables. This study utilized internet questionnaire survey methods and collected 382 valid questionnaire responses from Taiwanese elementary and junior high school personnel. A statistical approach to structural equation modeling was used to test the fit of the relationship model established in this study, as well as the hypotheses.
The key results of the study are as follows: 1. The model for the relationships among emotional labor, workplace friendships, and organizational identification obtained a good fit. 2. The effect of outward expression of emotional labor on instrumental friendships at the workplace was negative and significant, while there was no significant effect of outward expression of emotional labor on emotional friendships; the effect of intense expression of emotional labor on instrumental and emotional friendships was significant and negative. 3. The outward expression of emotional labor negatively affected organizational identification, while intense expression positively affected organizational identification. 4. Both instrumental friendships and emotional friendships at the workplace positively affected organizational identification.
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