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題名 以社會資源保存理論探討師徒功能和情緒勞務與工作表現之關係 : 情緒智商的調節效果
A Conservation of Social Resources Theory Perspective in the Relationship between Mentoring Functions, Emotional Labor and Job Performance: The Moderating Role of Emotional Intelligence
作者 吳靜宜
Wu, Ching-Yi
貢獻者 胡昌亞
Hu, Chang-Ya
吳靜宜
Wu, Ching-Yi
關鍵詞 社會資源保存理論
師徒功能
情緒智商
情緒勞務
工作表現
Conservation of social resources theory
Mentoring functions
Emotional intelligence
Emotional labor
Job performance
日期 2018
上傳時間 27-Aug-2018 15:14:39 (UTC+8)
摘要 本研究以社會資源保存理論 (Conservation of Social Resources Theory) 之觀點，探討師徒功能（社會資源）與員工情緒勞務表層演出與深層演出之關係，以及情緒智商（個人資源）對前述關係的調節效果。並探討兩種情緒勞務表現方式與工作表現之關係。透過問卷調查法，以台灣地區房仲業者的第一線業務員為研究對象，共獲得177套有效樣本資料。根據階層迴歸分析結果顯示，〈一〉師徒功能與表層情緒勞務呈顯著負相關，〈二〉師徒功能與深層情緒勞務呈顯著正相關。然而，〈三〉情緒智商會減弱前述正向關係，當員工的情緒智商越高，對師徒功能的依賴性會降低，使師徒功能與深層演出之正向關係趨緩。此外，〈四〉情緒勞務的表層演出與工作表現呈顯著負相關。本研究將針對研究結果與實務意涵進行探討，可供未來管理實務參考。
Using the perspective of Conservation of Social Resources Theory as the theoretical foundation, this study examined the relationship between mentoring functions and emotional labor (surface-acting and deep-acting), as well as the moderating roles of emotional intelligence in the above relationships. Furthermore, the relationship between two types of emotional labor and job performance were also examined. Data were collected from 177 ongoing mentoring dyads through the survey method. Results of multiple hierarchical regression analyses indicated that mentoring functions negatively associated with surface-acting emotional labor but positively associated with deep-acting emotional labor. Emotional intelligence moderated the relationship between mentoring functions and deep-acting emotional labor such that the positive relationship was stronger in low mentoring functions condition. Furthermore, surface-acting emotional labor negatively associated with job performance. Theoretical and practical implications were discussed.
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     吳宗祐 (2003)。工作中的情緒勞動：概念發展、相關變項分析、心理議題歷程探討。國立台灣大學心理研究所博士論文，台北。
     吳宗祐、鄭伯壎 (2006b)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係－「資源保存理論」的觀點。管理學報，2006，23(5)，581-599。
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描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
1053630281
資料來源 http://thesis.lib.nccu.edu.tw/record/#G1053630281
資料類型 thesis
dc.contributor.advisor 胡昌亞zh_TW
dc.contributor.advisor Hu, Chang-Yaen_US
dc.contributor.author (Authors) 吳靜宜zh_TW
dc.contributor.author (Authors) Wu, Ching-Yien_US
dc.creator (作者) 吳靜宜zh_TW
dc.creator (作者) Wu, Ching-Yien_US
dc.date (日期) 2018en_US
dc.date.accessioned 27-Aug-2018 15:14:39 (UTC+8)-
dc.date.available 27-Aug-2018 15:14:39 (UTC+8)-
dc.date.issued (上傳時間) 27-Aug-2018 15:14:39 (UTC+8)-
dc.identifier (Other Identifiers) G1053630281en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/119624-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所(MBA學位學程)zh_TW
dc.description (描述) 1053630281zh_TW
dc.description.abstract (摘要) 本研究以社會資源保存理論 (Conservation of Social Resources Theory) 之觀點，探討師徒功能（社會資源）與員工情緒勞務表層演出與深層演出之關係，以及情緒智商（個人資源）對前述關係的調節效果。並探討兩種情緒勞務表現方式與工作表現之關係。透過問卷調查法，以台灣地區房仲業者的第一線業務員為研究對象，共獲得177套有效樣本資料。根據階層迴歸分析結果顯示，〈一〉師徒功能與表層情緒勞務呈顯著負相關，〈二〉師徒功能與深層情緒勞務呈顯著正相關。然而，〈三〉情緒智商會減弱前述正向關係，當員工的情緒智商越高，對師徒功能的依賴性會降低，使師徒功能與深層演出之正向關係趨緩。此外，〈四〉情緒勞務的表層演出與工作表現呈顯著負相關。本研究將針對研究結果與實務意涵進行探討，可供未來管理實務參考。zh_TW
dc.description.abstract (摘要) Using the perspective of Conservation of Social Resources Theory as the theoretical foundation, this study examined the relationship between mentoring functions and emotional labor (surface-acting and deep-acting), as well as the moderating roles of emotional intelligence in the above relationships. Furthermore, the relationship between two types of emotional labor and job performance were also examined. Data were collected from 177 ongoing mentoring dyads through the survey method. Results of multiple hierarchical regression analyses indicated that mentoring functions negatively associated with surface-acting emotional labor but positively associated with deep-acting emotional labor. Emotional intelligence moderated the relationship between mentoring functions and deep-acting emotional labor such that the positive relationship was stronger in low mentoring functions condition. Furthermore, surface-acting emotional labor negatively associated with job performance. Theoretical and practical implications were discussed.en_US
dc.description.tableofcontents 摘要 I
     ABSTRACT II
     目錄 IV
     表次 VI
     圖次 VII
     第一章 緒論 1
     第一節 研究動機 1
     第二節 研究方向與目的 4
     第二章 文獻探討 5
     第一節 師徒關係與功能 5
     第二節 情緒智商 9
     第三節 情緒勞務 12
     第四節 社會資源保存理論 17
     第五節 研究架構與假設 24
     第三章 研究方法 25
     第一節 抽樣設計方法 25
     第二節 變項定義與測量方法 26
     第三節 資料分析方法 30
     第四章 研究結果 31
     第一節 樣本描述 31
     第二節 研究變項描述性統計分析 34
     第三節 迴歸分析 37
     第五章 結論與建議 42
     第一節 研究討論 42
     第二節 研究限制與未來建議 45
     第三節 研究貢獻與管理意涵 48
     參考文獻 50
     中文部分 50
     英文部分 52		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G1053630281en_US
dc.subject (關鍵詞) 社會資源保存理論zh_TW
dc.subject (關鍵詞) 師徒功能zh_TW
dc.subject (關鍵詞) 情緒智商zh_TW
dc.subject (關鍵詞) 情緒勞務zh_TW
dc.subject (關鍵詞) 工作表現zh_TW
dc.subject (關鍵詞) Conservation of social resources theoryen_US
dc.subject (關鍵詞) Mentoring functionsen_US
dc.subject (關鍵詞) Emotional intelligenceen_US
dc.subject (關鍵詞) Emotional laboren_US
dc.subject (關鍵詞) Job performanceen_US
dc.title (題名) 以社會資源保存理論探討師徒功能和情緒勞務與工作表現之關係 : 情緒智商的調節效果zh_TW
dc.title (題名) A Conservation of Social Resources Theory Perspective in the Relationship between Mentoring Functions, Emotional Labor and Job Performance: The Moderating Role of Emotional Intelligenceen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 王崇安 (2015)。房仲人員人格特質、情緒勞務、工作績效之關聯性研究－以原臺中市為例。逢甲大學土地管理所碩士論文，台中。
     吳宗祐 (1995)。組織中的情緒規則及其社會化。國立台灣大學心理研究所碩士論文，台北。
     吳宗祐 (2003)。工作中的情緒勞動：概念發展、相關變項分析、心理議題歷程探討。國立台灣大學心理研究所博士論文，台北。
     吳宗祐、鄭伯壎 (2006b)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係－「資源保存理論」的觀點。管理學報，2006，23(5)，581-599。
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dc.identifier.doi (DOI) 10.6814/THE.NCCU.MBA.070.2018.F08-