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題名 對主管的情緒勞務與離職意願：心理福祉及高績效人力資源實務之探討
Supervisor-based Emotional Labor and Turnover Intention: Exploration of Psychological-wellbeing and High-performance Human Resources Practices
作者 陳元璟
Chen, Yuan-Ching
貢獻者 郭建志
Guo, Jian-Zhi
陳元璟
Chen, Yuan-Ching
關鍵詞 情緒勞務
心理福祉
離職意願
高績效人力資源實務
資源保存理論
emotional labor
psychological well-being
turnover intention
high-performance human resource practices
conservation of resource theory
GHQ
日期 2022
上傳時間 1-Aug-2022 18:11:36 (UTC+8)
摘要 現今的社會中總聽到大家說”就是為了五斗米而折腰”，而這個折腰正是對自己的情緒而有所折腰，為了完成組織對情緒的要求，個體的情緒勞務與日俱增，變成大家常常聽到的”心好累”，在這樣的情況下似乎只有組織即時的介入才能拯救企業和員工。本研究利用資源保存理論來說明現今的社會中，員工的情緒勞務會透過心理福祉的中介效果來影響個人的離職意願，而組織所提供的高績效人力資源實務則作為調節式中介，也視作一種資源的投入，使員工在因應情緒勞務上有更多的能量。透過了解情緒勞務到工作結果之間的整段歷程以及高績效人力資源實務的調節作用，希望能夠協助組織以及員工避免掉潛在的負向影響，最大化兩方的利益，達到一個雙贏的局面。
本研究方法採問卷調查法蒐集樣本，問卷分兩階段進行施測時常間隔兩周，總共回收324份有效問卷。最後研究結果顯示，員工的情緒勞務與GHQ之間有正向關聯，員工的表層情緒展演與GHQ之間有正向關聯；員工的GHQ與離職意願之間有正向關聯；高績效人力資源實務無法調節情緒勞務與GHQ之間的正向關聯，高績效人力資源實務無法調節GHQ於情緒勞務和離職意願之間的中介效果。最後，本研究針對結果進行討論，並提出研究限制、未來研究方向，理論以及實務貢獻。
In today`s society, we always hear people say, "It`s just for the sake of five buckets of rice", and this bending is because of the organization`s requirements for emotions. The emotional labor of individuals is increasing day by day, which has become a common thing that everyone hears. "The heart is so tired." In such a situation, it seems that only the immediate intervention of the organization can save the company and its employees. This study uses the resource conservation theory to explain that in today`s society, the emotional labor of employees affects the individual`s turnover intention and job performance through the mediating effect of psychological well-being. It is also regarded as an input of resources so that employees have more energy in responding to emotional labor. By understanding the entire process between emotional labor and work results and the moderating role of high-performance human resource practices(HPHRP), we hope to help organizations and employees avoid potential negative impacts, maximize the interests of both parties, and achieve a win-win situation.
The method of this study was to collect samples by means of a questionnaire survey. The questionnaires were administered in two stages at a two-week interval, and a total of 324 valid questionnaires were recovered. The final research results show that there is a positive correlation between employees` emotional labor and GHQ, and there is a positive correlation between employees` surface emotional performance and GHQ; there is a positive correlation between employees` GHQ and turnover intention; high-performance Human resource practice cannot moderate the positive association between emotional labor and GHQ, and HPHRP cannot moderate the mediating effect of GHQ on emotional labor and turnover intention. Finally, the results of this study are discussed and research limitations, future research directions, and theoretical and practical contributions are proposed.
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描述 碩士
國立政治大學
心理學系
109752012
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0109752012
資料類型 thesis
dc.contributor.advisor 郭建志zh_TW
dc.contributor.advisor Guo, Jian-Zhien_US
dc.contributor.author (Authors) 陳元璟zh_TW
dc.contributor.author (Authors) Chen, Yuan-Chingen_US
dc.creator (作者) 陳元璟zh_TW
dc.creator (作者) Chen, Yuan-Chingen_US
dc.date (日期) 2022en_US
dc.date.accessioned 1-Aug-2022 18:11:36 (UTC+8)-
dc.date.available 1-Aug-2022 18:11:36 (UTC+8)-
dc.date.issued (上傳時間) 1-Aug-2022 18:11:36 (UTC+8)-
dc.identifier (Other Identifiers) G0109752012en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/141175-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 心理學系zh_TW
dc.description (描述) 109752012zh_TW
dc.description.abstract (摘要) 現今的社會中總聽到大家說”就是為了五斗米而折腰”，而這個折腰正是對自己的情緒而有所折腰，為了完成組織對情緒的要求，個體的情緒勞務與日俱增，變成大家常常聽到的”心好累”，在這樣的情況下似乎只有組織即時的介入才能拯救企業和員工。本研究利用資源保存理論來說明現今的社會中，員工的情緒勞務會透過心理福祉的中介效果來影響個人的離職意願，而組織所提供的高績效人力資源實務則作為調節式中介，也視作一種資源的投入，使員工在因應情緒勞務上有更多的能量。透過了解情緒勞務到工作結果之間的整段歷程以及高績效人力資源實務的調節作用，希望能夠協助組織以及員工避免掉潛在的負向影響，最大化兩方的利益，達到一個雙贏的局面。
本研究方法採問卷調查法蒐集樣本，問卷分兩階段進行施測時常間隔兩周，總共回收324份有效問卷。最後研究結果顯示，員工的情緒勞務與GHQ之間有正向關聯，員工的表層情緒展演與GHQ之間有正向關聯；員工的GHQ與離職意願之間有正向關聯；高績效人力資源實務無法調節情緒勞務與GHQ之間的正向關聯，高績效人力資源實務無法調節GHQ於情緒勞務和離職意願之間的中介效果。最後，本研究針對結果進行討論，並提出研究限制、未來研究方向，理論以及實務貢獻。		zh_TW
dc.description.abstract (摘要) In today`s society, we always hear people say, "It`s just for the sake of five buckets of rice", and this bending is because of the organization`s requirements for emotions. The emotional labor of individuals is increasing day by day, which has become a common thing that everyone hears. "The heart is so tired." In such a situation, it seems that only the immediate intervention of the organization can save the company and its employees. This study uses the resource conservation theory to explain that in today`s society, the emotional labor of employees affects the individual`s turnover intention and job performance through the mediating effect of psychological well-being. It is also regarded as an input of resources so that employees have more energy in responding to emotional labor. By understanding the entire process between emotional labor and work results and the moderating role of high-performance human resource practices(HPHRP), we hope to help organizations and employees avoid potential negative impacts, maximize the interests of both parties, and achieve a win-win situation.
The method of this study was to collect samples by means of a questionnaire survey. The questionnaires were administered in two stages at a two-week interval, and a total of 324 valid questionnaires were recovered. The final research results show that there is a positive correlation between employees` emotional labor and GHQ, and there is a positive correlation between employees` surface emotional performance and GHQ; there is a positive correlation between employees` GHQ and turnover intention; high-performance Human resource practice cannot moderate the positive association between emotional labor and GHQ, and HPHRP cannot moderate the mediating effect of GHQ on emotional labor and turnover intention. Finally, the results of this study are discussed and research limitations, future research directions, and theoretical and practical contributions are proposed.		en_US
dc.description.tableofcontents 第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 5
第二章 文獻探討 6
第一節 情緒勞務 6
第二節 情緒勞務與心理福祉 11
第三節 心理福祉與工作結果 14
第四節 高績效人力資源實務的調節角色 16
第三章 研究方法 20
第一節 研究樣本 20
第二節 研究工具 22
第三節 資料分析 34
第四章 研究結果 36
第一節 測量模式之比較 36
第二節 相關分析結果 39
第三節 假設檢定 42
第五章 討論與建議 52
第一節 結果討論 52
第二節 研究貢獻 58
第三節 研究限制與未來方向 60
參考文獻 63
附錄一 第一階段問卷 78
附錄二 第二階段問卷 83



表目錄
表1 樣本分布表 21
表2情緒勞務量表因素負荷量 23
表3情緒勞務量表適配度指標 24
表4心理福祉量表因素負荷量 26
表5心理福祉量表適配度指標 27
表6離職意願量表 29
表7離職意願量表適配度指標 29
表8高績效人力資源實務量表 30
表9高績效人力資源實務量表適配度指標 32
表10驗證性因素分析之測量模式比較 (N = 324) 38
表11描述性統計與相關分析矩陣 (N = 324) 41
表12 心理福祉對情緒勞務與離職意願間關係之中介效果 45
表13心理福祉作為效標變項之迴歸分析結果 (N = 324) 47
表14 高績效人力資源實務與對主管表層展演的調節式中介效果 50
表15高績效人力資源實務與對主管深層展演的調節式中介效果 50
表16 高績效人力資源實務與對主管真誠展演的調節式中介效果 51
表17 研究假設驗證結果之彙整 53

圖目錄

圖1情緒勞務歸納圖表 10
圖2研究架構之結構方程模型 43		zh_TW
dc.format.extent 2946627 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0109752012en_US
dc.subject (關鍵詞) 情緒勞務zh_TW
dc.subject (關鍵詞) 心理福祉zh_TW
dc.subject (關鍵詞) 離職意願zh_TW
dc.subject (關鍵詞) 高績效人力資源實務zh_TW
dc.subject (關鍵詞) 資源保存理論zh_TW
dc.subject (關鍵詞) emotional laboren_US
dc.subject (關鍵詞) psychological well-beingen_US
dc.subject (關鍵詞) turnover intentionen_US
dc.subject (關鍵詞) high-performance human resource practicesen_US
dc.subject (關鍵詞) conservation of resource theoryen_US
dc.subject (關鍵詞) GHQen_US
dc.title (題名) 對主管的情緒勞務與離職意願：心理福祉及高績效人力資源實務之探討zh_TW
dc.title (題名) Supervisor-based Emotional Labor and Turnover Intention: Exploration of Psychological-wellbeing and High-performance Human Resources Practicesen_US
dc.type (資料類型) thesisen_US
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dc.identifier.doi (DOI) 10.6814/NCCU202200830en_US