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研究生: 林勤軒
Lin, Chin-Hsuan
論文名稱: 科技業業務工程師的情緒勞務管控:以工作績效、工作滿意度為中介變項探究組織承諾之關係
An Investigation between the Relationship of Regulating Emotional Labor and Organizational Commitment with Job Performance and Job Satisfactions as Mediator in Sales Engineers
指導教授: 林坤誼
Lin, Kuen-Yi
學位類別: 碩士
Master
系所名稱: 科技應用與人力資源發展學系
Department of Technology Application and Human Resource Development
論文出版年: 2018
畢業學年度: 106
語文別: 中文
論文頁數: 103
中文關鍵詞: 情緒勞務工作滿意度淺層表現深層表現工作績效組織承諾業務工程師
英文關鍵詞: emotional labor, job satisfaction, surface acting, deep acting, job performance, organizational commitment, sales engineer
DOI URL: http://doi.org/10.6345/THE.NTNU.DTAHRD.006.2018.F06
論文種類: 學術論文
相關次數: 點閱:178下載:14
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  • 科技業裡最重要的職位之一為工程師,在這日新月異的時代,無論什麼工作類別,都需要做好情緒勞務管控。業務工程師也不例外,其不僅要維護好同事間的關係及跨部門的溝通,更需具備與主管協調的能力,根據Shenhar(1994),這就是一位成功的業務工程師。如何使業務工程師永續留任,變成許多企業及人資單位的一大難題,其工作滿意度同時扮演著重大的角色。本研究著重在探討情緒勞務管控與組織承諾的關係並以工作滿意度與工作績效為中介變項進行探究。本研究針對C字號科技業公司的業務工程師之工作行為表徵進行探究,採用情緒勞務、組織承諾、與工作滿意度三份問卷,並使用公司內部工作績效資料,隨機抽取樣本131名,做為正式施測對象,回收127個樣本,有效回收率96.95%。本研究使用內部一致性分析、描述性統計分析、因素分析、獨立樣本t檢定與多元迴歸分析等方式進行統計分析,研究結果發現情緒勞務對於組織承諾有正向顯著影響力,而工作滿意度在情緒勞務與組織承諾中扮演著部份中介變項的角色,工作績效對於組織承諾並無有顯著性效果。從結果中,本研究建議後續公司加強員工對於情緒勞務的內化以提升組織承諾,並適時關懷員工工作滿意程度,以助於企業未來永續留任與相關教育訓練的推廣。

    Nowadays, everyone should be able to manage and regulate their emotions no matter which kind of industries they are in. Sales engineer as well, as one of the most important occupations in the technology industries. According to Shenhar (1994), a good sales engineer should not only have the skills to maintain good relationships with the colleagues and the communication between different department but also the ability to coordinate with their supervisors. To keep the sales engineers in the company has become a big issue for many enterprises. This study focuses on the relationship between emotional labor and organizational commitment with job satisfaction and job performance act as mediators. This study orchestrated 131 sampled sales engineers from C Technology Corporation (127 qualified samples, 96.95% effective response rate through questionnaires and statistics analysis using methods including coefficient of internal consistency, descriptive statistics, factor analysis, independent-sample T test, and multiple regression analysis with finding shows that emotional labor is positively significant to organizational commitment. Job satisfaction acted as a mediator between emotional labor and organizational commitment. The result shows no significance between organizational commitment and job performance. With this finding, this study shows some light by suggesting strengthen emotional labor job training so that employees can improve their feelings toward the organization and finally strengthen the sustainable operations.

    目 錄 中文摘要i 英文摘要ii 目錄iv 表次vi 圖次viii 第一章 緒論1 第一節 研究背景與動機1 第二節 研究目的與待答問題5 第三節 研究範圍與限制7 第四節 重要名詞釋義9 第二章 文獻探討11 第一節 情緒勞務11 第二節 工作滿意度18 第三節 工作績效27 第四節 組織承諾32 第五節 情緒勞務衍生及應用37 第六節 情緒勞務、工作滿意度、工作績效與組織承諾之間的關聯性及假設41 第三章 研究方法47 第一節 研究設計47 第二節 研究步驟50 第三節 研究工具51 第四節 研究對象63 第五節 資料分析65 第四章 研究結果與討論66 第一節 業務工程師的工作表現與差異分析66 第二節 情緒勞務、工作滿意度、工作績效與組織承諾之關聯性及影響效果73 第三節 綜合討論83 第五章 結論與建議87 第一節 結論88 第二節 建議90 參考文獻92 一、中文部分92 二、英文部分94 附錄: 業務工程師在情緒勞務管控與工作滿意度及組織承諾之行為與感受問卷99 一 、工作滿意度100 二 、情緒勞務101 三 、組織承諾103 表 次 表2-1 情緒勞務定義彙總表12 表2-2 工作滿意度定義彙總表19 表2-3 工作績效定義彙總表28 表2-4 組織承諾定義彙總表33 表2-5 員工使用情緒勞務技巧與客人覺察滿意度調查表38 表3-1 情緒勞務各題項信度分析52 表3-2 情緒勞務各題項效度分析54 表3-3 深層情緒勞務效度分析56 表3-4 工作滿意度各題項信度分析57 表3-5 工作滿意度各題項效度分析58 表3-6 工作績效各題項信度分析59 表3-7 工作績效各題項效度分析60 表3-8 組織承諾各題項信度分析61 表3-9 組織承諾各題項效度分析62 表4-1 有效抽樣樣本問卷之基本資料-167 表4-2 有效抽樣樣本問卷之基本資料-267 表4-3 情緒勞務問卷敘述統計表68 表4-4 工作滿意度問卷敘述統計表69 表4-5 工作績效問卷敘述統計表69 表4-6 組織承諾問卷敘述統計表70 表4-7不同情緒勞務業務工程師在工作滿意度、組織承諾與工作績效的獨立樣本t檢定分析72 表4-8情緒勞務、工作滿意度、工作績效、組織承諾相關係數表73 表4-9多元迴歸分析摘要表74 表4-10 ANOVA摘要表75 表4-11 多元迴歸分析係數摘要表76 表4-12 SDI摘要表76 表4-13 深層表現多元迴歸分析摘要表77 表4-14 深層表現ANOVA摘要表77 表4-15 深層表現多元迴歸分析係數摘要表78 表4-16 淺層表現多元迴歸分析摘要表79 表4-17 淺層表現ANOVA摘要表79 表4-18 淺層表現多元迴歸分析係數摘要表80 表4-19 Baron & Kenny迴歸方程式82 表4-20 研究假設結果彙整表83 表4-21 情緒勞務與組織承諾相關性表85 圖 次 圖2-1 工作滿意度差距理論圖23 圖3-1 本研究架構圖48 圖3-2 本研究流程圖50 圖4-1 各變項問卷平均數71 圖4-2 本研究結果架構圖84

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