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題名：餐飲外場從業人員的社會支持、情緒勞務與工作表現之研究
書刊名：人類發展與家庭學報
作者：吳淑禎 引用關係／周璻薇 引用關係／謝辰昕／劉俊億
作者(外文)：Wu, Shu-chen／Chou, Tsui-wei／Hsieh, Chen-hsin／Liu, Chun-yi
出版日期：2010
卷期：12
頁次：頁1-30
主題關鍵詞：餐飲外場從業人員；社會支持；情緒勞務；工作表現；觀光飯店；Hospitality front-line employees；Social support；Emotional labor；Job performance；Tourist hotel
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(7) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:7
  • 共同引用共同引用:335
  • 點閱點閱:95
本研究旨在探討餐飲外場從業人員的社會支持、情緒勞務與工作表現之關係。研究方法以問卷調查法進行資料蒐集，計有效問卷共329份。研究結果發現，受測者大都能知覺到社會支持，且有正向的情緒勞務與工作表現。t考驗與Tukey事後檢定，發現不同背景變項的受試者在社會支持、情緒勞務與工作表具有顯著差異。逐步迴歸分析結果發現，社會支持與情緒勞務對工作表現具有顯著預測力，其預測值達33.2%。因果模式分析顯示，社會支持知覺與正向情緒勞務表現有助工作表現提升。其次，社會支持與工作表現以及情緒勞務與工作表現具正向關係，情緒勞務並具有中介角色，調節社會支持對工作表現的影響。研究並提出相關建議，以作爲觀光飯店留住優秀養飲外場人員及未來研究之參考。
The main purpose of this study was to examine relationships among social support, emotional labor, and job performance. Quantitative data was collected from 329 hospitality front-line employees. Results showed that employee who reported receiving high levels of social support, positive perception on emotional labor, and good job performance. T test and Tukey test results indicated that demographic variables were statistically significant differences on these research variables. Stepwise regression analysis results suggest that social support and emotional labor were statistically significant predictor variables for job performance, and the coefficient of determination (R^2) was 33.2%. Specifically, a causal modeling approach tests indicate that employee perceptions of social support and positive emotional labor can increase job performance. Other results suggest a positive relationship between social support and emotional labor, a positive relationship between emotional labor and job performance, and that emotional labor mediates effects of social support on job performance. Recommendations for future research and applications of the results were suggested.
期刊論文
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學位論文
1.許譯丰(2006)。主管情緒表現對部屬情緒勞務負擔影響之研究--以社會支持為干擾變項(碩士論文)。中原大學。  延伸查詢new window
2.孫君儀(2002)。主題遊樂園基層服務人員人格特質、情緒智力與工作表現關係之研究--以劍湖山世界為例(碩士論文)。南華大學。  延伸查詢new window
3.吳淑禎(2006)。知覺組織支持與直屬主管教導對實習生工作表現與工作滿意之影響--以餐旅及休憩業為例(碩士論文)。銘傳大學，桃園縣。  延伸查詢new window
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圖書
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其他
1.行政院勞工委員會(2010)。行業職業就業指南e網。  延伸查詢new window
2.行政院主計處(2010)。九十七年台灣地區事業人力雇用狀況調査結果綜合分析。  延伸查詢new window
圖書論文
1.Cutrona, C. E.、Russell, D. W.(1990)。Type of social support and specific stress: Toward a theory of optimal matching。Social support: An International view。New York：John Wiley & Sons。  new window
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