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研究生: 何友翔
Ho, Yeo-Shiang
論文名稱: The Relationships among Role Conflict, Counterproductive Work Behavior, Perceived Organizational Support and Emotional Exhaustion of Hospitality Industry in Taiwan
The Relationships among Role Conflict, Counterproductive Work Behavior, Perceived Organizational Support and Emotional Exhaustion of Hospitality Industry in Taiwan
指導教授: 賴志樫
Lai, Chih-Chien
口試委員: 賴志樫
Lai, Chih-Chien
盧承杰
Lu, Cheng-Chieh
李栢浡
Lee, Pai-Po
口試日期: 2024/07/02
學位類別: 碩士
Master
系所名稱: 國際人力資源發展研究所
Graduate Institute of International Human Resource Developmemt
論文出版年: 2024
畢業學年度: 112
語文別: 英文
論文頁數: 97
英文關鍵詞: Role Conflict, Emotional Exhaustion, Counterproductive Work Behavior, Perceived Organizational Support
研究方法: 調查研究量化分析研究
DOI URL: http://doi.org/10.6345/NTNU202401115
論文種類: 代替論文:專業實務報告(專業實務類)
相關次數: 點閱:62下載:0
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  • Counterproductive work behavior (CWB) is a significant concern in the hospitality industry. This research aims to explore its relationship with role conflict and the mediating role of emotional exhaustion. We surveyed 250 Taiwanese hospitality employees to provide a comprehensive understanding. The study revealed a positive correlation between role conflict and CWB, highlighting its impact on employees' job attitudes. Emotional exhaustion mediated this relationship, amplifying the link between role conflict and CWB. Perceived organizational support (POS) moderates these effects, suggesting strategies to mitigate CWB in this sector. This study applied the quantitative method. Four scales were included in the questionnaire and were delivered to the hospitality employees which were the 8-item role conflict scale, the 5-item emotional exhaustion scale, the 8-item POS scale, and the 10-item CWB scale. After testing the validity and reliability, it is able to analyze these data through statistical processes including Pearson correlation and hierarchical regression analysis, in order to check whether the five hypotheses applied in this study were significantly supported or not. In conclusion, conclusions and recommendations were provided to help the organization and employees; these findings contribute to understanding and managing CWB in hospitality, emphasizing emotional exhaustion as a crucial mediator.

    ACKNOWLEDGEMENT I ABSTRACT III TABLE OF CONTENTS V LIST OF FIGURES VII LIST OF TABLES IX CHAPTER I INTRODUCTION 1 Background of the Study 1 Statements of Problems 4 Purpose of the Study 6 Questions of the Study 6 Significance of the Study 7 Delimitations of the Study 8 Definition of Key Terms 9 CHAPTER II LITERATURE REVIEW 11 Job Demands-Resources Model 11 Conservation of Resources Theory 12 Role Conflict 14 Counterproductive Work Behavior 15 Relationships among Variables 18 CHAPTER III METHODOLOGY 27 Research Framework 27 Research Sample and Data Collection 28 Research Procedures 29 Data Collection 32 Measurements 33 Data Analysis 40 CHAPTER IV RESULTS AND DISCUSSION 51 Descriptive Statistics 52 Pearson Correlation Analysis 53 Hypotheses Testing 54 Hypotheses Discussions and Summary 60 CHAPTER V CONCLUSION AND RECOMMENDATIONS 65 Conclusions 65 Practical Implication of the Study 66 Limitations 69 Recommendations for Future Studies 71 REFERENCES 75 APPENDIX A: QUESTIONNAIRE 91 APPENDIX B: QUESTIONNAIRE 95

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