職能模型對情緒勞動之影響－以T銀行客服中心為例

CCUR > College of Business > Department of Business Administration & Graduate Institute of International Business Administration > Thesis > Item 987654321/20042

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/20042

Title:	職能模型對情緒勞動之影響－以T銀行客服中心為例
Authors:	邱士豪
Contributors:	企業管理學系企業實務管理數位學習碩士在職專班
Keywords:	職能職能模型情緒勞動
Date:	2010
Issue Date:	2011-10-31 13:46:26 (UTC+8)
Abstract:	職能對於員工在工作表現上有絕對的影響，也是高績效的重要條件。員工在工作中展現出適宜的情緒勞動，將有助於組織達成績效，然而沒有文獻針對職能與情緒勞動之間的關係進行探討。又因客服中心員工是屬於高情緒勞動者，因此本研究試圖探討客服中心員工職能與員工情緒勞動之影響。本研究以「國內T銀行24小時客戶服務中心」為研究對象，探討客服人員之職能與情緒勞動之特性及其可能的影響，並將研究結果提供組織發展職能時之參考。本研究結果發現知識與淺層演出呈正相關，與深層演出則無關；技能與淺層演出及深層演出皆呈現無關；自我概念與淺層演出及深層演出皆呈現正相關；個人特質與淺層演出及深層演出皆呈現正相關；動機與淺淺層演出無關，與深層演出呈現正相關。客服人員在執行職務時會運用相關的職能來面對工作上的問題，且客服人員的工作最被強調以客為尊、服務至上，與客戶建良好的互動關係、展現適宜的情緒表達，以達到組織所要求的績效。所以，當員工擁有不同的職能或是不同的職能能力高低時，在從事情緒勞動的反應也就有所不同。 The competency has the positive effects on employees, and it is also an important factor for higher performance – Meanwhile employees showing appropriate emotional labor will help organizations achieve higher performance. However, there is no research literature focus on the relation between competency and emotional labor. Because of call center staffs are high emotional labor, therefore this research attempts to shade the light on the effects of competency and emotional labor of call center staffs. This research first uses the staffs in the T Bank 24hr call center as the sample to discuss the attributes of competency and emotional labor, and then discuss the possible implementation for management and organization development. The results reveal that knowledge has positive effect on surface acting, but has no effect on deep acting; Skills has no effect both on surface acting and deep acting; Self-concept has positive effect on surface acting and deep acting; Traits has positive effect on surface acting and deep acting; Motive has no effect on surface acting, but has positive effect on deep acting. Call center is emphasized on customer and service oriented, therefore its employees will need to implement appropriate emotional at work to deal with customers. This study shows that when employees engage different competency level, they will have different emotional labor.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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