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情緒勞務對工作倦怠影響之研究－以高雄地區的國際觀光旅館為例 = The ...

國立高雄大學經營管理研究所

情緒勞務對工作倦怠影響之研究－以高雄地區的國際觀光旅館為例 = The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan
作者:	許晉霖,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民99[2010]
版本:	初版
面頁冊數:	70面圖，表 : 30公分;
標題:	情緒勞務
標題:	emotional labor
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/48087716512189951472
摘要註:	服務是一種無形的商品，必須經由服務提供者與顧客的互動來傳遞 (Hochschild, 1983)。而員工也會因為薪資報酬的交換下去配合組織所訂的規範，然後在服務過程以合適的情緒表達來應對，根據Hochschild的說法將這樣的情況定義為情緒勞務，所以說員工情緒勞務是人力資源管理相當重要的議題的。在觀光旅館業的服務對象是以“人”為主，前線服務人員與顧客的接觸過程中情緒勞務的行為是很常發生的，故本研究以國際觀光旅館前線服務人員為探討對象，進而探討情緒智力、人格特質、互動特性和情緒勞務對工作倦怠的影響，以充實觀光旅館在學術領域的發現。本研究透過發放問卷方式來做調查，施測對象包括：八家國際觀光旅館，總共發放430份問卷。資料是透過統計軟體SPSS 12.0來驗證本研究的假說與架構。由於研究結果顯示情緒智力與情緒勞務中的深層演出和自然情緒表達都有顯著相關，因為員工擁有高情緒智力的話在情緒勞務的使用策略會較正面，進而會使工作倦怠感的程度下降，因此給國際觀光旅館的業者的建議是可以多招募高情緒智力的員工；另外也驗證了不同的人格特質對於情緒勞務的使用方式有所不同，因此也了解哪一種人格特質對於從事國際觀光旅館的服務人員是較適當的，在外向性的人格特質部分，本研究發現是有助於深層演出和自然情緒表達的表達方式，並也是有助於降低工作倦怠感的，因此國際觀光旅館的業者可以多考慮招募外向性人格特質的員工。綜合上述，希望能給國際觀光旅館的業者在進行人力招募的過程中去找到適當的人才。 The service is an intangible commodity, whereas through service providers to deliver with customers interaction (Hochschild, 1983). Employee will use appropriate expression of emotions in different salary compensations and enterprises specifications. However, Hochschild identified this situation as emotional labor, so emotional labor of employees is an important issue in human resources management. Object of service is mainly regard to people in tourism hotels, behavior of emotional labor occur frequently when the process of front-line service employee with customer contact in tourism hotel industry. Research object of front-line service employee in international tourism hotel, further explore the relationship among personality characteristics, emotional intelligence, interaction characteristics, emotional labor and job burnout. In order to enrichment the discovery of tourism hotels in the academic field. The manner to do the survey through questionnaires, survey objects including: The quantity of questionnaires is totally 430 from eight international tourist hotels. The data was through the SPSS 12.0 statistical software to test the hypothesis and framework in this study. This study results revealed emotional intelligence were significantly related to deep acting and expression of naturally felt emotions in emotional labor.Because of the employees with high emotional intelligence, then the use of emotional labor strategies will be more positive. Therefore, the study result can give some suggestion for practitioners of the international tourist hotel that it can recruitment more staff with high emotional intelligence. Besides, the study also test confirmed the different personality characteristics of the use way of emotional labor will different. Therefore, we known what kind employees of personality traits in the international tourist hotel will more appropriate. In personality traits of extraversion, this study found that it can contributory deep acting and expression of naturally felt emotions, it also help to reduce job burnout. Therefore, practitioners of the international tourist hotel can give more consideration recruiting employees of extraversion traits. Combinations of the above, we hope to give practitioners of the international tourist hotel during the process of human resources recruitment to find the right staff.

情緒勞務對工作倦怠影響之研究－以高雄地區的國際觀光旅館為例 = The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan
許, 晉霖

情緒勞務對工作倦怠影響之研究－以高雄地區的國際觀光旅館為例 = The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan / 許晉霖撰 - 初版. - [高雄市] : 撰者, 民99[2010]. - 70面 ; 圖，表 ; 30公分.
參考書目：面.
情緒勞務emotional labor

情緒勞務對工作倦怠影響之研究－以高雄地區的國際觀光旅館為例 = The Relationship between Emotional Labor and Burnout-the Case Study of International Hotel in Kaohsiung, Taiwan
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