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題名：華人企業服務人員情緒勞動方式的前置因素與其結果之關係：以銀行行員為例
書刊名：教育與心理研究
作者：鄔佩君／陳彰儀 引用關係／吳宗祐 引用關係
作者(外文)：Wu, Pei-chun／Chen, Chang-i／Wu, Tsung-yu
出版日期：2005
卷期：28:4
頁次：頁693-719
主題關鍵詞：表層演出；深層演出；組織承諾；情緒覺察；工作倦怠；Surface acting；Deep acting；Organization commitment；Emotion awareness；Burnout
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(13) 博士論文(4) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:13
  • 共同引用共同引用:250
  • 點閱點閱:231
本研究主要探討華人企業第一線服務人員進行情緒勞動時，其情緒勞動方式（表層演出與深層演出）的前置因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化及個人成就感，另加上人際關係品質變項）的關係。本研究以223位臺灣本地的銀行行員為對象，進行問卷調查與假設的驗證。 本研究結果發現在華人企業中，組織承諾、情緒覺察兩變項與表層演出無顯著關聯，但此兩變項與深層演出有顯著的正相關。另外，表層演出與個人成就感呈正相關，而與情緒耗竭、去人性化無關；深層演出與個人成就感也呈正相關，但與情緒耗竭、去人性化呈負相關；而兩種情緒勞動方式與人際關係品質皆無關。研究結果似乎與西方的研究發現有若干不同之處。 最後針對研究結果進行討論，並提出建議，提供未來研究與企業的參考。
Front-line service employees have to exhibit particular affective displays, so-called emotional labor. The purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences. (i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks in Taiwan through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness, while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. The results showed some differences from existing Western findings. Implications for future research and service work were also discussed at the end.
期刊論文
1.Schutte, Nicola S.、Malouff, J. M.、Hall, L. E.、Haggerty, D. J.、Cooper, J. T.、Golden, C. J.、Dornheim, L.(1998)。Development and Validation of a Measure of Emotional Intelligence。Personality and Individual Differences，25(2)，167-177。  new window
2.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
3.Sutton, R.(1991)。Maintaining norms about expressed emotions: The case of bill collectors。Administrative Science Quarterly，36(2)，245-268。  new window
4.Rafaeli, A.(1989)。When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers。Academy of Management Journal，32(2)，245-273。  new window
5.Wharton, Amy S.(1993)。The Affective Consequences of Service Work: Managing Emotions on the Job。Work and Occupations，20(2)，205-232。  new window
6.Blakeney, R. N.、Phillips, J. S.、Saxton, M. J.(1991)。Antecedents and Consequences of Emotional Exhaustion in The Airline Reservations Service Sector。Human Relations，44(6)，583-602。  new window
7.Abraham, Rebecca(1998)。Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators。Genetic, Social, and General Psychology Monographs，124(2)，229-246。  new window
8.翁儷禎(19980600)。評定量表標示語之心理量尺值研究：頻率及同意度詞。中華心理學刊，40(1)，73-86。new window  延伸查詢new window
9.Frijda, Nico H.、Mesquita, Batja(1992)。Cultural Variations in Emotions: A Review。Psychological Bulletin，112(2)，179-204。  new window
10.Sheldon, M. E.(1971)。Investments and involvement as mechanisms producing commitment to the organization。Administrative Science Quarterly，16(2)，143-150。  new window
11.吳宗祐、徐瑋伶、鄭伯壎(20021200)。怒不可遏或忍氣吞聲：華人企業主管威權領導與部屬憤怒反應。本土心理學研究，18，3-49。new window  延伸查詢new window
12.Brown, Steven P.(1996)。A meta-analysis and review of organizational research on job involvement。Psychological Bulletin，120(2)，235-255。  new window
13.Kanter, Rosabeth Moss(1968)。Commitment and social organization: A study of commitment mechanisms in utopian communities。American Sociological Review，33(4)，499-517。  new window
14.Buchanan, Bruce II(1974)。Building organizational commitment: The socialization of managers in work organizations。Administrative Science Quarterly，19(4)，533-546。  new window
15.Grandey, Alicia A.(2000)。Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor。Journal of Occupational Health Psychology，5(1)，95-110。  new window
16.Brotheridge, Céleste M.、Grandey, Alicia A.(2002)。Emotional Labor and Burnout: Comparing Two Perspectives of "People Work"。Journal of Vocational Behavior，60(1)，17-39。  new window
17.Morris, J. Andrew、Feldman, Daniel C.(1997)。Managing emotions in the workplace。Journal of Managerial Issues，9(3)，257-274。  new window
18.Grandey, Alicia A.(2003)。When "the show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery。Academy of Management Journal，46(1)，86-96。  new window
19.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。  new window
20.Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review，12(1)，23-37。  new window
21.Zapf, Dieter(2002)。Emotion work and psychological well-being: A review of the literature and some conceptual considerations。Human Resource Management Review，12(2)，237-268。  new window
22.Wiener, Yoash(1982)。Commitment in Organizations: A Normative View。Academy of Management Review，7(3)，418-428。  new window
23.Porter, Lyman W.、Steers, Richard M.、Mowday, Richard T.、Boulian, Paul V.(1974)。Organizational commitment, job satisfaction, and turnover among psychiatric technicians。Journal of Applied Psychology，59(5)，603-609。  new window
24.Heine, S. J.、Lehman, D. R.(1997)。Culture, Dissonance, and Self-affirmation。Personality and Social Psychology Bulletin，23，389-400。  new window
25.Potter, S. H.(1988)。The Cultural Construction of Emotion in Rural Chinese Social Life。Ethos，16(2)，181-208。  new window
26.商業周刊(1996)。服務越好，賺得越多？。商業周刊，474，58-62。  延伸查詢new window
27.Erickson, R. J.、Bulan, H. F.、Wharton, A. S.(1997)。Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-being。Social Problems，44(2)，235-256。  new window
會議論文
1.余德慧(1991)。中國社會的人際苦痛及其分析。中國本土心理學新紀元研討會。台北：遠流。  延伸查詢new window
2.Brotheridge, C. M.、Lee, R. T.(1998)。On the Dimensionality of Emotional Labor: Development and Validation of an Emotional Labor Scale。The First Conference on Emotions in Organizational Life。San Diego, CA。  new window
學位論文
1.林榮春(1998)。靜坐對企業員工情緒管理與人際關係之影響(博士論文)。國立政治大學。new window  延伸查詢new window
2.鐘志明(2000)。企業文化、員工工作價值觀及組織承諾之關聯性研究--以台灣地區主要集團企業為例(碩士論文)。長榮管理學院。  延伸查詢new window
3.吳宗祐(2003)。工作中的情緒勞動：概念發展、相關變項分析、心理歷程議題探討(博士論文)。國立臺灣大學。new window  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
5.Adelmann, P. K.(1989)。Emotional labor and employee well-being(博士論文)。University of Michigan，Ann Arbor, MI。  new window
6.許玉佩(1995)。諮商員對諮商歷程中情緒的自我覺察與因應方式之分析研究(碩士論文)。國立彰化師範大學。  延伸查詢new window
7.陳秀卿(2000)。從契合理論來探討工作壓力與身心健康、職業倦怠之關係(碩士論文)。國立政治大學。  延伸查詢new window
8.李敏龍(1994)。中國人之忍的概念：理論的與實徵的分析，0。  延伸查詢new window
圖書
1.Goffman, Erving、徐江敏、李姚軍(1992)。日常生活的自我表演。臺北：桂冠出版社。  延伸查詢new window
2.Mowday, R. T.、Porter, L.M.、Steers, R.M.(1982)。Employee organizational link ages : The psychology of commitment absenteeism, and turnover。New York：Academic Press。  new window
3.Hochschild, Arlie Russell、徐瑞珠(1992)。情緒管理的探索。臺北：桂冠。  延伸查詢new window
4.Whyte, William H. Jr.(1956)。The Organization Man。Garden City, NY：Doubleday Anchor Books。  new window
5.蔡秀玲、楊智馨(1999)。情緒管理。臺北：揚智文化事業股份有限公司。new window  延伸查詢new window
6.丹尼爾．高曼、張美惠(1996)。EQ。時報文化。  延伸查詢new window
7.Maslach, C.(1982)。Burnout: The Case of Caring。Burnout: The Case of Caring。New York, NY。  new window
8.Salovey, P.、Mayer, J. D.(1997)。What Is Emotion Intelligence?。Emotional Development and Emotional Intelligence: Educational Implications。New York, NY。  new window
圖書論文
1.Russell, J. A.、Yik, S. M.(1996)。Emotion among the Chinese。The handbook of Chinese psychology。Hong Kong：Oxford University Press。  new window
2.燕國材(19940000)。中國傳統文化與中國人的性格。中國人的心理與行為：理念及方法篇（一九九二）。臺北：桂冠。new window  延伸查詢new window
 
 
 
 
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