情緒勞務與服務導向公民行為之研究－以工作熱情為中介變項

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题名:	情緒勞務與服務導向公民行為之研究－以工作熱情為中介變項 Emotional labor and Service Oriented Organizational Citizenship Behavior －Work Passion as Mediating Variable
作者:	宋婉甄
贡献者:	國際企業管理學系碩士在職專班
关键词:	情緒勞務工作熱情服務導向公民行為 Emotional labor Service Oriented Organizational Citizenship Behavior
日期:	2016-06
上传时间:	2016-08-02 10:06:03 (UTC+8)
摘要:	在全球競爭激烈的經營環境下，企業都面臨經營的困境，現今企業成功的關鍵，除重視商品和技術品質，亦必須重視顧客滿意及掌握顧客需求。面對逐漸受到重視的服務業來說，更是不可或缺的因素，然而傳遞服務品質的優劣關鍵為第一線服務的員工，員工的情緒管理視為服務業競爭力重要因素。因此本研究將探討以服務導向的航空業中，工作熱情是否對空服員情緒勞務以及服務導向公民行為產生中介影響。本研究利用問卷調查方式收集資料，總共發出350份，5家國內航空公司，共回收320份，剔除其中填答不完全或數值無效問卷，共得282份有效樣本，整體回收率81%。結果本研究發現，情緒勞務與工作熱情及服務導向公民行為有相關，但在深層偽裝之情緒勞務的表現較為顯著。和諧式熱情及強迫式熱情皆會對深層偽裝之情緒勞務與服務導向公民行為具有部分中介效果。 In a highly competitive global business environment, companies are facing business difficulties, the key to business success today, in addition to emphasis on product quality and technology, but also must pay attention to customer satisfaction and customer needs to master. Faced with increasing attention of services, it is an indispen-sable factor, but the merits of the quality of service to deliver key frontline services staff, staff emotional management as an important factor in the competitiveness of the service sector. Therefore, this study will explore the service-oriented airline industry, whether to generate enthusiasm on intermediary flight attendant emotional labor and ser-vice-oriented citizenship behavior. In this study, a questionnaire survey to collect data, issued a total of 350, five domestic airlines, a total recovery of 320 parts, excluding the value of which respondents had incomplete or invalid questionnaires, have a total of 282 valid samples, the overall recovery rate of 81%.The results of this study found that emotional labor and service-oriented work ethic and citizenship behavior related, but in the guise of deep emotional labor performance is more significant. Harmony and warm hospitality are forced will disguise the deep emotional labor and service-oriented OCB has a partial mediating effect.
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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