簡易檢索 / 詳目顯示

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:80下載:1
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報
  • 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

    Abrahamson, K., Jill Suitor, J., & Pillemer, K. (2009). Conflict between nursing home staff and residents' families: Does it increase burnout? Journal of Aging and Health, 21(6), 895-912. https://doi.org/10.1177/0898264309340695
    Ahmad, Z., & Taylor, D. (2009). Commitment to independence by internal auditors: the effects of role ambiguity and role conflict. Managerial Auditing Journal, 24(9), 899-925. https://doi.org/10.1108/02686900910994827
    Akram, Z., Li, Y., & Akram, U. (2019). When employees are emotionally exhausted due to abusive supervision. A conservation-of-resources perspective. International Journal of Environmental Research and Public Health, 16(18), 3300. https://doi.org/10.3390/ijerph16183300
    Alarcon, G. M. (2011). A meta-analysis of burnout with job demands, resources, and attitudes. Journal of Vocational Behavior, 79(2), 549-562. https://doi.org/10.1016/j.jvb.2011.03.007
    Alsam, N., Imran, R., Anwar, M., Hameed, Z., & Kafayat, A. (2013). The impact of work family conflict on turnover intentions: empirical evidence from Pakistan. World Applied Sciences Journal, 24(5), 628-633. https://doi.org/10.5829/idosi.wasj.2013.24.05.13227
    Aselage, J., & Eisenberger, R. (2003). Perceived organizational support and psychological contracts: A theoretical integration. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 24(5), 491-509. https://doi.org/10.1002/job.211
    Ashforth, B. E., Harrison, S. H., & Corley, K. G. (2008). Identification in organizations: An examination of four fundamental questions. Journal of Management, 34(3), 325-374. https://doi.org/10.1177/0149206308316059
    Avolio, B. J., Yammarino, F. J., & Bass, B. M. (1991). Identifying common methods variance with data collected from a single source: An unresolved sticky issue. Journal of Management, 17(3), 571-587. https://doi.org/10.1177/014920639101700303
    Babakus, E., Cravens, D. W., Johnston, M., & Moncrief, W. C. (1999). The role of emotional exhaustion in salesforce attitude and behavior relationships. Journal of the Academy of Marketing Science, 27(1), 58-70. https://doi.org/10.1177/0092070399271005
    Bakker, A.B., Demerouti, E., De Boer, E. and Schaufeli, W. B. (2003b), Job demands and job resources as predictors of absence duration and frequency, Journal of Vocational Behavior, 62(2), 341-356. https://doi.org/10.1016/S0001-8791(02)00030-1
    Bakker, A. B., & de Vries, J. D. (2020). Job Demands–Resources theory and self-regulation: new explanations and remedies for job burnout. Anxiety, Stress, & Coping, 34(1), 1–21. https://doi.org/10.1080/10615806.2020.1797695
    Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10(2), 170-180. https://doi.org/10.1037/1076-8998.10.2.170
    Bakker, A. B., Demerouti, E., Taris, T., Schaufeli, W. B. and Schreurs, P. (2003c), A multigroup analysis of the Job Demands-Resources model in four home care organizations, International Journal of Stress Management, 10(1), 16-38. https://doi.org/10.1080/13594320344000165
    Bakker, A.B., Demerouti, E. and Verbeke, W. (2004), Using the job demands-resources model to predict burnout and performance, Human Resource Management, 43(1), 83-104. https://doi.org/10.1002/hrm.20004
    Bakker, A. B., & Demerouti, E. (2007). The job demands‐resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. https://doi.org/10.1108/02683940710733115
    Balducci, C., Schaufeli, W. B., & Fraccaroli, F. (2011). The job demands–resources model and counterproductive work behaviour: The role of job-related affect. European Journal of Work and Organizational Psychology, 20(4), 467-496. https://doi.org/10.1080/13594321003669061
    Banks, G. C., Whelpley, C. E., Oh, I.-S., & Shin, K. (2012). How are emotionally exhausted employees harmful? International Journal of Stress Management, 19(3), 198–216. https://doi.org/10.1037/a0029249
    Behfar, K. J., Peterson, R. S., Mannix, E. A., & Trochim, W. M. K. (2008). The critical role of conflict resolution in teams: A close look at the links between conflict type, conflict management strategies, and team outcomes. Journal of Applied Psychology, 93(1), 170–188. https://doi.org/10.1037/0021-9010.93.1.170
    Berkowitz, L. (1989). Frustration-aggression hypothesis: examination and reformulation. Psychological Bulletin, 106(1), 59-73.
    https://doi.org/10.1037/0033-2909.106.1.59
    Bolarinwa, O. A. (2015). Principles and methods of validity and reliability testing of questionnaires used in social and health science researches. Nigerian Postgraduate Medical Journal, 22(4), 195-201. https://doi.org/10.4103/1117-1936.173959
    Bolino, M. C., & Turnley, W. H. (2005). The Personal Costs of Citizenship Behavior: The Relationship Between Individual Initiative and Role Overload, Job Stress, and Work-Family Conflict. Journal of Applied Psychology, 90(4), 740–748. https://doi.org/10.1037/0021-9010.90.4.740
    Bolton, L. R., Harvey, R. D., Grawitch, M. J., & Barber, L. K. (2012). Counterproductive work behaviours in response to emotional exhaustion: A moderated mediational approach. Stress and Health, 28(3), 222-233. https://doi.org/10.1002/smi.1425
    Boyar, S. L., Maertz, C. P., Mosley, D. C. and Carr, J. C. (2008), The impact of work/family demand on work‐family conflict, Journal of Managerial Psychology, 23(3), 215-235. https://doi.org/10.1108/02683940810861356
    Bruk-Lee, V., & Spector, P. E. (2006). The social stressors-counterproductive work behaviors link: Are conflicts with supervisors and coworkers the same? Journal of Occupational Health Psychology, 11(2), 145–156.
    https://doi.org/10.1037/1076-8998.11.2.145
    Ceravolo, D. J., Schwartz, D. G., FOLTZ‐RAMOS, K. M., & Castner, J. (2012).
    Strengthening communication to overcome lateral violence. Journal of Nursing Management, 20(5), 599-606. https://doi.org/10.1111/j.1365-2834.2012.01402.x
    Chen, P. Y., & Spector, P. E. (1992). Relationships of work stressors with aggression, withdrawal, theft and substance use: An exploratory study. Journal of Occupational and Organizational Psychology, 65(3), 177-184.
    https://doi.org/10.1111/j.2044-8325.1992.tb00495.x
    Cheng, P. Y., Yang, J. T., Wan, C. S., Chu, M. C., (2013). Ethical contexts and employee job responses in the hotel industry: the roles of work values and perceived organizational support. International Journal of Hospitality Management, 34, 108–115. https://doi.org/10.1016/j.ijhm.2013.03.007
    Cheung, G. W., & Lau, R. S. (2008). Testing mediation and suppression effects of latent variables: Bootstrapping with structural equation models. Organizational Research Methods, 11(2), 296-325. https://doi.org/10.1177/1094428107300343
    Cho, S., Johanson, M. M., & Guchait, P. (2009). Employees intent to leave: A comparison of determinants of intent to leave versus intent to stay. International Journal of Hospitality Management, 28(3), 374-381. https://doi.org/10.1016/j.ijhm.2008.10.007
    Cohen-Charash, Y., & Spector, P. E. (2001). The role of justice in organization: A
    meta-analysis. Organizational Behavior and Human Decision Processes, 86(2), 278−321. https://doi.org/10.1006/obhd.2001.2958
    Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis.
    Psychological Bulletin, 98(2), 310–357. https://doi.org/10.1037/0033-2909.98.2.310
    Colquitt, J. A., Conlon, D. E., Wesson, M. H., Porter, C. O. L. H., & Ng, K. Y. (2001). Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86(3), 425−445. https://doi.org/10.1037/0021-9010.86.3.425
    Comrey AL, Lee H. (1992). A First Course in Factor Analysis. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc..
    Costello, A. B., & Osborne, J. (2005). Best practices in exploratory factor analysis: four recommendations for getting the most from your analysis. Practical Assessment, Research, and Evaluation, 10(1). https://doi.org/10.7275/jyj1-4868
    Dalton, D. R., Daily, C. M., Johnson, J. L., & Ellstrand, A. E. (1999). Number of directors and financial performance: A meta-analysis. Academy of Management Journal, 42(6), 674-686. https://doi.org/10.5465/256988
    Darvishmotevali, M., Arasli, H., & Kilic, H. (2017). Effect of job insecurity on frontline employee’s performance: Looking through the lens of psychological strains and leverages. International Journal of Contemporary Hospitality Management, 29(6), 1724-1744. https://doi.org/10.1108/IJCHM-12-2015-0683
    Dawson, K. M., O'Brien, K. E., & Beehr, T. A. (2016). The role of hindrance stressors in the job demand–control–support model of occupational stress: A proposed theory revision. Journal of Organizational Behavior, 37(3), 397-415. https://doi.org/10.1002/job.2049
    Demerouti, E., & Bakker, A. B. (2011). The job demands-resources model: Challenges for future research. SA Journal of Industrial Psychology, 37(2), 01-09. https://doi.org/10.4102/sajip.v37i2.974
    Demerouti, E., Bakker, A. B., De Jonge, J., Janssen, P. P., & Schaufeli, W. B. (2001b).
    Burnout and engagement at work as a function of demands and control. Scandinavian Journal of Work, Environment & Health, 27(4), 279-286. https://doi.org/10.5271/sjweh.615
    Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2000). A model of burnout and life satisfaction amongst nurses. Journal of Advanced Nursing, 32(2), 454-464. https://doi.org/10.1046/j.1365-2648.2000.01496.x
    Demerouti, E., Bakker, A. B., Nachreiner, F. and Schaufeli, W. B. (2001a), “The job demands-resources model of burnout”, Journal of Applied Psychology, 86(3), 499-512. https://doi.org/10.1037/0021-9010.86.3.499
    De Jong, P. F. (1999). Hierarchical regression analysis in structural equation modeling. Structural Equation Modeling: A Multidisciplinary Journal, 6(2), 198-211. https://doi.org/10.1080/10705519909540128
    Dirican, A. H., & Erdil, O. (2016). An exploration of academic staff's organizational citizenship behavior and counterproductive work behavior in relation to demographic characteristics. Procedia-Social and Behavioral Sciences, 235, 351-360. https://doi.org/10.1016/j.sbspro.2016.11.043
    Dodanwala, T. C., Shrestha, P., & Santoso, D. S. (2021). Role conflict related job stress among construction professionals: The moderating role of age and organization tenure. Construction Economics and Building, 21(4), 21-37. https://doi.org/10.5130/AJCEB.v21i4.7609
    Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001).
    Reciprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42-51. https://doi.org/10.1037/0021-9010.86.1.42
    Escleman, K. J., Bowling, N. A., & LaHuis, D. (2015). The moderating effects of personality on the relationship between change in work stressors and change in counterproductive work behaviours. Journal of Occupational and Organizational Psychology, 88(4), 656-678. https://doi.org/10.1111/joop.12090
    Eisenberger, R., Cummings, J., Armeli, S., & Lynch, P. (1997). Perceived organizational support, discretionary treatment, and job satisfaction. Journal of Applied Psychology, 82(5), 812-820. https://doi.org/10.1037/0021-9010.82.5.812
    Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. https://doi.org/10.1037/0021-9010.71.3.500
    Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., Rhoades, L. (2002). Perceived supervisor support: contributions to perceived organizational support and employee retention. Journal of Applied Psychology, 87(3), 565–573. https://doi.org/10.1037/0021-9010.87.3.565
    Everton, W. J., Jolton, J. A., & Mastrangelo, P. M. (2007). Be nice and fair or else: understanding reasons for employees' deviant behaviors. Journal of Management Development, 26(2), 117-131. https://doi.org/10.1108/02621710710726035
    Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
    Fox, S., & Spector, P. E. (2006). The many roles of control in a stressor-emotion theory of counterproductive work behavior. In Employee health, coping and methodologies. Emerald Group Publishing Limited, 5, 171-201.
    https://doi.org/10.1016/S1479-3555(05)05005-5
    Fox, S., Spector, P. E., & Miles, D. (2001). Counterproductive work behavior (CWB) in response to job stressors and organizational justice: Some mediator and moderator tests for autonomy and emotions. Journal of Vocational Behavior, 59(3), 291-309. https://doi.org/10.1006/jvbe.2001.1803
    French, K. A., Dumani, S., Allen, T. D., & Shockley, K. M. (2018). A meta-analysis of work–family conflict and social support. Psychological Bulletin, 144(3), 284-314. https://doi.org/10.1037/bul0000120
    Fried, Y., Shirom, A., Gilboa, S., & Cooper, C. L. (2008). The mediating effects of job satisfaction and propensity to leave on role stress-job performance relationships: Combining meta-analysis and structural equation modeling. International Journal of Stress Management, 15(4), 305-328. https://doi.org/10.1037/a0013932
    Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. Academy of Management Journal, 26(4), 567-586. https://doi.org/10.5465/255907
    Gaskin, J. (2012), Stats Tools Package. https://reurl.cc/qV6eV3
    Gerstner, C.R., & Day, D.V. (1997). Meta-analytic review of leader–member exchange theory: Correlates and constructs issues. Journal of Applied Psychology, 82(6), 827–844. http://dx.doi.org/10.1037/0021-9010.82.6.827.
    Graen, G.B., & Uhl-Bien, M. (1995). Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective. Leadership Quarterly, 6(2), 219–247. http://dx.doi.org/10.1016/1048-9843(95)90036-5
    Greenhaus, J. H., & Beutell, N. J. (1985). Sources of conflict between work and family roles. Academy of Management Review, 10(1), 76-88. https://doi.org/10.2307/258214
    Guest, D. E. (2002). Perspectives on the Study of Work-life Balance. Social Science Information, 41(2), 255-279. https://doi.org/10.1177/0539018402041002005
    Hair, J., Anderson, R., Tatham, R. and Black, W. (1998) Multivariate data analysis. 5th Edition, Prentice Hall, New Jersey.
    Halbesleben, J. R. B., Harvey, J., & Bolino, M. C. (2009). Too engaged? A conservation of resources view of the relationship between work engagement and work interference with family. Journal of Applied Psychology, 94(6), 1452–1465. https://doi.org/10.1037/a0017595
    Hersch, J. (1991). Education match and job match. The Review of Economics and Statistics, 73(1), 140-144. https://doi.org/10.2307/2109696
    Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524.
    https://doi.org/10.1037/0003-066X.44.3.513
    Hobfoll, S. E. (2001). The influence of culture, community, and the nested‐self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337-421. https://doi.org/10.1111/1464-0597.00062
    Hobfoll, S. E. (2011), Conservation of resource caravans and engaged settings, Journal of Occupational and Organizational Psychology, 84(1), 116-122. https://doi.org/10.1111/j.2044-8325.2010.02016.x
    Hobfoll, S. E., Johnson, R. J., Ennis, N., & Jackson, A. P. (2003). Resource loss, resource gain, and emotional outcomes among inner city women. Journal of Personality and Social Psychology, 84(3), 632–643. https://doi.org/10.1037/0022-3514.84.3.632
    Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85(3), 551-575. https://doi.org/10.1086/227049
    Hong, Y., Liao, H., Hu, J., & Jiang, K. (2013). Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. Journal of Applied Psychology, 98(2), 237-267. https://doi.org/10.1037/a0031666
    Hopkins, K. M. (2002). Organizational Citizenship in Social Service Agencies.
    Administration in Social Work, 26(2), 1-15. https://doi.org/10.1300/J147v26n02_01
    Hooper, D., Coughlan, J., & Mullen, M. (2008, September). Evaluating model fit: a synthesis of the structural equation modeling literature.
    Hsieh, Y. M., & Hsieh, A. T. (2003). Does job standardization increase job burnout?
    International Journal of Manpower, 24(5), 590-614. https://doi.org/10.1108/01437720310491107
    Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55. https://doi.org/10.1080/10705519909540118
    Hu, Y. L., Hung, C. H., & Ching, G. S. (2017). Shifting between counterproductive work behavior and organizational citizenship behavior: The effects of workplace support and engagement. International Journal of Research, 6(4), 37-56. http://dx.doi.org/10.5861/ijrse.2016.1632
    Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389. https://doi.org/10.1037/a0022876
    Imran, M. Y., Elahi, N. S., Abid, G., Ashfaq, F., & Ilyas, S. (2020). Impact of perceived organizational support on work engagement: Mediating mechanism of thriving and flourishing. Journal of Open Innovation: Technology, Market, and Complexity, 6(3), 82. https://doi.org/10.3390/joitmc6030082
    Iqbal, A. (2010). An empirical assessment of demographic factors, organizational ranks and organizational commitment. International Journal of Business and Management, 5(3), 16-27. https://doi.org/10.5539/ijbm.v5n3p16
    Jawahar, I.M., Stone, T.H., & Kisamore, J.I., (2007). Role conflict and burnout: the direct and moderating effects of political skill and perceived organizational support on burnout dimensions. International Journal of Stress Management. 14(2), 142–159. https://doi.org/10.1037/1072-5245.14.2.142
    Jin, S., Zhu, X., Fu, X., & Wang, J. (2022). Family supportive leadership and counterproductive work behavior: the roles of work-family conflict, moral disengagement and personal life attribution. Frontiers in Psychology, 13, 906877. https://doi.org/10.3389/fpsyg.2022.906877
    Jung, H. S., & Yoon, H. H. (2013). Is the individual or the organization the cause of hotel employees’ stress? A longitudinal study on differences in role stress between subjects. International Journal of Hospitality Management, 33, 494-499. https://doi.org/10.1016/j.ijhm.2012.12.005
    Jung, H. S., & Yoon, H. H. (2018). Improving frontline service employees' innovative behavior using conflict management in the hospitality industry: The mediating role of engagement. Tourism Management, 69, 498-507. https://doi.org/10.1016/j.tourman.2018.06.035
    Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D., & Rosenthal, R. A. (1964).
    Organizational stress: Studies in role conflict and ambiguity. The University of Chicago Journals, 71(1), 103-104. https://doi.org/10.1086/224004
    Kammeyer-Mueller, J. D., Simon, L. S., & Judge, T. A. (2016). A head start or a step behind? Understanding how dispositional and motivational resources influence emotional exhaustion. Journal of Management, 42(3), 561-581. https://doi.org/10.1177/0149206313484518
    Karatepe, O. M. (2010). Role Stress, Emotional Exhaustion, and Job Satisfaction in the Hotel Industry: The Moderating Role of Supervisory Support. Hospitality Review, 28(2), 48-66.
    Karatepe, O. M. (2011). Do job resources moderate the effect of emotional dissonance on burnout? A study in the city of Ankara, Turkey. International Journal of Contemporary Hospitality Management, 23(1), 44-65. https://doi.org/10.1108/09596111111101661
    Karatepe, O. M. (2013). The effects of work overload and work‐family conflict on job embeddedness and job performance: The mediation of emotional
    exhaustion. International Journal of Contemporary Hospitality Management, 25(4), 614-634. https://doi.org/10.1108/09596111311322952
    Karatepe, O. M., & Karatepe, T. (2009). Role stress, emotional exhaustion, and turnover intentions: does tenure in hotels matter? Journal of Human Resources in Hospitality & Tourism, 9(1), 1-16. https://doi.org/10.1080/15332840903323364
    Karatepe, O. M., & Uludag, O. (2008). Role stress, burnout and their effects on frontline hotel employees' job performance: evidence from Northern Cyprus. International Journal of Tourism Research, 10(2), 111-126. https://doi.org/10.1002/jtr.645
    Karatepe, O. M., Uludag, O., Menevis, I., Hadzimehmedagic, L., & Baddar, L. (2006). The effects of selected individual characteristics on frontline employee performance and job satisfaction. Tourism Management, 27(4), 547-560. https://doi.org/10.1016/j.tourman.2005.02.009
    Kay, C., & Russette, J. (2000). Hospitality-management competencies: Identifying managers' essential skills. Cornell Hotel and Restaurant Administration Quarterly, 41(2), 52-63. https://doi.org/10.1016/S0010-8804(00)88898-9
    Kelloway, E. K., Francis, L., Prosser, M., & Cameron, J. E. (2010). Counterproductive work behavior as protest. Human Resource Management Review, 20(1), 18-25. https://doi.org/10.1016/j.hrmr.2009.03.014
    Kemery, E. R., Bedeian, A. G., Mossholder, K. W., & Touliatos, J. (1985). Outcomes of role stress: A multisample constructive replication. Academy of Management Journal, 28(2), 363-375. https://doi.org/10.5465/256206
    Kim, Y., Kim, S. S., Seo, J., & Hyun, J. (2011). Hotel employees' competencies and qualifications required according to hotel Divisions. Journal of Tourism, Hospitality & Culinary Arts, 3(2), 1-18. https://doi.org/10.17265/2328-2169/2016.04.001
    King, C. A. (1995). What is hospitality?. International Journal of Hospitality Management, 14(3-4), 219-234. https://doi.org/10.1016/0278-4319(95)00045-3
    Kinman, G., & Jones, F. (2008). Effort‐reward imbalance, over‐commitment and work‐life conflict: testing an expanded model. Journal of Managerial Psychology, 23(3), 236-251. https://doi.org/10.1108/02683940810861365
    Klotz, A. C., & Buckley, M. R. (2013). A historical perspective of counterproductive work behavior targeting the organization. Journal of Management History, 19(1), 114-132. https://doi.org/10.1108/17511341311286222
    Koeske, G. F., & Koeske, R. D. (1993). A preliminary test of a stress-strain-outcome model for reconceptualizing the burnout phenomenon. Journal of Social Service Research, 17(3-4), 107-135. https://doi.org/10.1300/J079v17n03_06
    Krone, C., Tabacchi, M., & Farber, B. (1989). Manager burnout. Cornell Hotel and Restaurant Administration Quarterly, 30(3), 58-63. https://doi.org/10.1177/001088048903000317
    Lebrón, M., Tabak, F., Shkoler, O., & Rabenu, E. (2018). Counterproductive Work Behaviors toward Organization and Leader-Member Exchange: The Mediating Roles of Emotional Exhaustion and Work Engagement. Organization Management Journal, 15(4), 159–173. https://doi.org/10.1080/15416518.2018.1528857
    Lee, R. T., & Ashforth, B. E. (1990). On the meaning of Maslach's three dimensions of burnout. Journal of Applied Psychology, 75(6), 743-747. https://doi.org/10.1037/0021-9010.75.6.743
    Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123-133. https://doi.org/10.1037/0021-9010.81.2.123
    Leiter, M. P. (2018). Burnout as a developmental process: Consideration of models. In Professional burnout: Recent developments in theory and research.
    CRC Press. 237-250. https://doi.org/10.1201/9780203741825
    LePine, J. A., Podsakoff, N. P., & LePine, M. A. (2005). A meta-analytic test of the challenge stressor–hindrance stressor framework: An explanation for inconsistent relationships among stressors and performance. Academy of Management Journal, 48(5), 764-775. https://doi.org/10.5465/amj.2005.18803921
    Li, J. J., Wong, I. A., & Kim, W. G. (2017). Does mindfulness reduce emotional exhaustion? A multilevel analysis of emotional labor among casino employees. International Journal of Hospitality Management, 64, 21-30. https://doi.org/10.1016/j.ijhm.2017.03.008
    Lubbadeh, T., & Ásványi, Z. (2021). The phenomenon of job burnout and its relation to employees' performance: Empirical evidence from the Jordanian banking sector with international perspective [Doctorado, University of Pécs]. D. Program of Business Administration, University of Pécs.
    Makhdoom, I. F., Mehmood, B., & Atta, M. (2017). Mediating role of job burnout for the relationship of perceived organizational politics and counterproductive work behaviors among school teachers. Journal of Behavioural Sciences, 27(2), 149-164.
    Mavromaras, K., Mahuteau, S., Sloane, P., & Wei, Z. (2013). The effect of overskilling dynamics on wages. Education Economics, 21(3), 281-303. https://doi.org/10.1080/09645292.2013.797382
    Maslach, C. (2003). Burnout: The cost of caring. Ishk.
    Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113. https://doi.org/10.1002/job.4030020205
    Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach Burnout Inventory: Third edition. In R. J. Wood & C. P. Zalaquett (Eds.), Evaluating stress: A book of resources. Scarecrow Press. 191–218.
    Masterson, S.S., Lewis, K., Goldman, B.M., & Taylor, M.S. (2000). Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. Academy of Management Journal, 43, 738–748. http://dx.doi.org/10.2307/1556364
    Mayo, M., Sanchez, J. I., Pastor, J. C., & Rodriguez, A. (2012). Supervisor and coworker support: A source congruence approach to buffering role conflict and physical stressors. The International Journal of Human Resource Management, 23(18), 3872-3889. https://doi.org/10.1080/09585192.2012.676930
    Miles, R. H., & Perreault Jr, W. D. (1976). Organizational role conflict: Its antecedents and consequences. Organizational Behavior and Human Performance, 17(1), 19-44. https://doi.org/10.1016/0030-5073(76)90051-9
    Ministry of Labor. (2022). Average wage of taiwan and the average monthly income level of the hospitality industry. https://www.bli.gov.tw/
    National Statistics, R.O.C. (Taiwan). (2023). Summary of Human Resources Survey Statistical Indicators. https://www.stat.gov.tw/Default.aspx
    Ng, T. W., & Feldman, D. C. (2009). How broadly does education contribute to job performance? Personnel Psychology, 62(1), 89-134. https://doi.org/10.1111/j.1744-6570.2008.01130.x
    Ng, T. W., & Feldman, D. C. (2010). Organizational tenure and job performance. Journal of Management, 36(5), 1220-1250. https://doi.org/10.1177/0149206309359809
    O' Neill, J. W., & Xiao, Q. (2010). Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion. International Journal of Hospitality Management, 29(4), 652–658. https://doi.org/10.1016/j.ijhm.2009.12.004
    Onyemah, V. (2008). Role ambiguity, role conflict, and performance: Empirical evidence of an inverted-U relationship. Journal of Personal Selling & Sales Management, 28(3), 299-313. https://doi.org/10.2753/PSS0885-3134280306
    Ozkan, M., & Solmaz, B. (2015). The changing face of the employees–generation Z and their perceptions of work (a study applied to university students). Procedia Economics and Finance, 26, 476-483.
    https://doi.org/10.1016/S2212-5671(15)00876-X
    Panaccio, A., & Vandenberghe, C. (2009). Perceived organizational support, organizational commitment and psychological well-being: A longitudinal study. Journal of Vocational Behavior, 75(2), 224-236. https://doi.org/10.1016/j.jvb.2009.06.002
    Palmer, J. C., Komarraju, M., Carter, M. Z., & Karau, S. J. (2017). Angel on one shoulder: Can perceived organizational support moderate the relationship between the Dark Triad traits and counterproductive work behavior? Personality and Individual Differences, 110, 31-37. https://doi.org/10.1016/j.paid.2017.01.018
    Park, K., & Shahiri, H. (2015). Over-education and job mobility among young Korean female graduates. Asian Women, 31(3), 55-78. https://doi.org/10.14431/aw.2015.09.31.3.55
    Penney, L. M., & Spector, P. E. (2005). Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 26(7), 777-796. https://doi.org/10.1002/job.336
    Piko, B. F. (2006). Burnout, role conflict, job satisfaction and psychosocial health among Hungarian health care staff: A questionnaire survey. International Journal of Nursing Studies, 43(3), 311-318. https://doi.org/10.1016/j.ijnurstu.2005.05.003
    Pines, A., & Aronson, E. (1988). Career burnout: Causes and cures. Free press.
    Pletzer, J. L. (2021). Why older employees engage in less counterproductive work behavior and in more organizational citizenship behavior: Examining the role of the HEXACO personality traits. Personality and Individual Differences, 173, 110550. https://doi.org/10.1016/j.paid.2020.110550
    Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and prospects. Journal of Management, 12(4), 531-544. https://doi.org/10.1177/014920638601200408
    Potipiroon, W., & Faerman, S. (2020). Tired from working hard? Examining the effect of organizational citizenship behavior on emotional exhaustion and the buffering roles of public service motivation and perceived supervisor support. Public Performance & Management Review, 43(6), 1260-1291. https://doi.org/10.1080/15309576.2020.1742168
    Raman, P., Sambasivan, M., & Kumar, N. (2016). Counterproductive work behavior among frontline government employees: Role of personality, emotional intelligence, affectivity, emotional labor, and emotional exhaustion. Revista de Psicología del Trabajo y de las Organizaciones, 32(1), 25-37. https://doi.org/10.1016/j.rpto.2015.11.002
    Ram, N., Khoso, I., Shah, A. A., Chandio, F. R., & Shaikih, F. M. (2011). Role conflict and role ambiguity as factors in work stress among managers: A case study of manufacturing sector in Pakistan. Asian Social Science, 7(2), 113-118. https://doi.org/10.5539/ass.v7n2p113
    Rasool, S. F., Wang, M., Tang, M., Saeed, A., & Iqbal, J. (2021). How toxic workplace environment effects the employee engagement: The mediating role of organizational support and employee wellbeing. International Journal of Environmental Research and Public Health, 18(5), 2294. https://doi.org/10.3390/ijerph18052294
    Raub, S., Borzillo, S., Perretten, G., & Schmitt, A. (2021). New employee orientation, role-related stressors and conflict at work: Consequences for work attitudes and performance of hospitality employees. International Journal of Hospitality Management, 94, 1-8. https://doi.org/10.1016/j.ijhm.2020.102857
    Riley, M. (2007). Role interpretation during service encounters: A critical review of modern approaches to service quality management. International Journal of Hospitality Management, 26(2), 409-420. https://doi.org/10.1016/j.ijhm.2006.03.005
    Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of Applied Psychology, 87(4), 698-714. https://doi.org/10.1037/0021-9010.87.4.698
    Rizzo, J. R., House, R. J., & Lirtzman, S. I. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly, 15(2), 150-163. https://doi.org/10.2307/2391486
    Rossland, M. E., & Alveid, A. A. A. (2020). Role conflict and turnover intention among middle managers: Testing emotional exhaustion as mediator and perceived support as moderator (Master's thesis, Handelshøyskolen BI).
    Ross, L. E., & Boles, J. S. (1994). Exploring the influence of workplace relationships on work-related attitudes and behaviors in the hospitality work environment.
    International Journal of Hospitality Management, 13(2), 155-171. https://doi.org/10.1016/0278-4319(94)90036-1
    Schaubroeck, J., Cotton, J. L., & Jennings, K. R. (1989). Antecedents and consequences of role stress: A covariance structure analysis. Journal of Organizational Behavior, 10(1), 35-58. https://doi.org/10.1002/job.4030100104
    Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293-315. https://doi.org/10.1002/job.248
    Schaufeli W. B., Leiter M. P., Maslach C. (1996) Maslach Burnout Inventory – General Survey. In: Maslach C, Jackson SE, Leiter MP (eds). Maslach Burnout Inventory manual, 3rd ed. Palo Alto: Consulting Psychologists Press, 19-26.
    Schuler, R. S. (1977). Role conflict and ambiguity as a function of the
    task-structure-technology interaction. Organizational Behavior and Human Performance, 20(1), 66-74. https://doi.org/10.1016/0030-5073(77)90044-7
    Schuler, R. S., Aldag, R. J., & Brief, A. P. (1977). Role conflict and ambiguity: A scale analysis. Organizational Behavior and Human Performance, 20(1), 111-128. https://doi.org/10.1016/0030-5073(77)90047-2
    Schawbel, D. (2016). Meet the next wave of workers who are taking over your office.
    Consumer News and Business Channel.
    Serban, A., Rubenstein, A. L., Bosco, F. A., Reina, C. S., & Grubb, L. K. (2021). Stressors and social resources at work: Examining the buffering effects of LMX, POS, and their interaction on employee attitudes. Journal of Business and Psychology. Advance online publication, 37, 717-734.
    https://doi.org/10.1007/s10869-021-09774-z
    Shani, A., & Pizam, A. (2009). Work-related depression among hotel employees. Cornell Hospitality Quarterly, 50(4), 446–459. https://doi.org/10.1177/1938965509344294
    Shkoler, O., & Tziner, A. (2017). The mediating and moderating role of burnout and emotional intelligence in the relationship between organizational justice and work misbehavior. Revista de Psicología del Trabajo y de las Organizaciones, 33(2), 157-164. https://doi.org/10.1016/j.rpto.2017.05.002
    Shore, L. M., & Wayne, S. J. (1993). Commitment and employee behavior: Comparison of affective commitment and continuance commitment with perceived organizational support. Journal of Applied Psychology, 78(5), 774-780. https://doi.org/10.1037/0021-9010.78.5.774
    Siegrist, J. (1996). Adverse health effects of high-effort/low-reward conditions. Journal of Occupational Health Psychology, 1(1), 27–41.
    https://doi.org/10.1037/1076-8998.1.1.27
    Smith, T. D., & McMillan, B. F. (2001). A Primer of Model Fit Indices in Structural Equation Modeling.
    Smoktunowicz, E., Baka, L., Cieslak, R., Nichols, C. F., Benight, C. C., & Luszczynska, A. (2015). Explaining counterproductive work behaviors among police officers: The indirect effects of job demands are mediated by job burnout and moderated by job control and social support. Human Performance, 28(4), 332-350.
    Spector, P. E., Bauer, J. A., & Fox, S. (2010). Measurement artifacts in the assessment of counterproductive work behavior and organizational citizenship behavior: Do we know what we think we know? Journal of Applied Psychology, 95(4), 781–790. https://doi.org/10.1037/a0019477
    Spector, P. E., & Fox, S. (2005). The Stressor-Emotion Model of Counterproductive Work Behavior. In Counterproductive work behavior: Investigations of actors and targets. American Psychological Association. 151-174. https://doi.org/10.1037/10893-007
    Spector, P. E., Fox, S., Penney, L. M., Bruursema, K., Goh, A., & Kessler, S. (2006). The dimensionality of counterproductivity: Are all counterproductive behaviors created equal? Journal of Vocational Behavior, 68(3), 446-460. https://doi.org/10.1016/j.jvb.2005.10.005
    Sun, L. Y., Aryee, S., & Law, K. S. (2007). High-performance human resource practices, citizenship behavior, and organizational performance: A relational perspective. Academy of Management Journal, 50(3), 558-577. https://doi.org/10.5465/amj.2007.25525821
    Teh, P.-L., Yong, C.-C., Lin, B., 2014. Multidimensional and mediating relationships between TQM, role conflict and role ambiguity: a role theory perspective. Total Quality Management & Business Excellence, 25 (11-12), 1365-1381. https://doi.org/10.1080/14783363.2012.733266
    Teijlingen, E., & Hundley, V. (2001). The importance of pilot studies. Social Research Update, 35, 1-4.
    Thompson, C. B. (2009). Descriptive data analysis. Air Medical Journal, 28(2), 56-59. https://doi.org/10.1016/j.amj.2008.12.001
    Tjosvold, D., Wong, A. S., & Chen, N. Y. F. (2019). Managing conflict for effective leadership and organizations. In Oxford Research Encyclopedia of Business and Management. https://doi.org/10.1093/acrefore/9780190224851.013.240
    Turnley, W. H., & Feldman, D. C. (2000). Re‐examining the effects of psychological contract violations: unmet expectations and job dissatisfaction as mediators. Journal of Organizational Behavior, 21(1), 25-42.
    https://doi.org/10.1002/(SICI)1099-1379(200002)21:1<25::AID-JOB2>3.0.CO;2-Z
    gwu, L. I., Enwereuzor, I. K., Fimber, U. S., & Ugwu, D. I. (2017). Nurses’ burnout and counterproductive work behavior in a Nigerian sample: The moderating role of emotional intelligence. International Journal of Africa Nursing Sciences, 7, 106-113. https://doi.org/10.1016/j.ijans.2017.11.004
    Valcour, M. (2007). Work-based resources as moderators of the relationship between work hours and satisfaction with work-family balance. Journal of Applied Psychology, 92(6), 1512-1523. https://doi.org/10.1037/0021-9010.92.6.1512
    Wallace, E., & Coughlan, J. (2023). Burnout and counterproductive workplace behaviours among frontline hospitality employees: the effect of perceived contract precarity. International Journal of Contemporary Hospitality Management, 35(2), 451-468. https://doi.org/10.1108/IJCHM-02-2022-0195
    Wayne, S.J., Shore, L.M., & Liden, R.C. (1997). Perceived organizational support and leader member exchange: A social exchange perspective. Academy of Management Journal, 40, 82–111. https://doi.org/10.5465/257021
    Wiley, D. L. (1987). The relationship between work/nonwork role conflict and job-related outcomes: Some unanticipated findings. Journal of Management, 13(3), 467-472. https://doi.org/10.1177/014920638701300303
    Willis, T. A., O'Connor, D. B., & Smith, L. (2008). Investigating effort–reward imbalance and work–family conflict in relation to morningness–eveningness and shift work. Work & Stress, 22(2), 125-137. https://doi.org/10.1080/02678370802180558
    Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493. https://doi.org/10.1037/0021-9010.83.3.486
    Wu, C. H. (2009). Role conflicts, emotional exhaustion and health problems: a study of police officers in Taiwan. Stress and Health: Journal of the International Society for the Investigation of Stress, 25(3), 259-265. https://doi.org/10.1002/smi.1245
    Xu, Z., & Yang, F. (2021). The impact of perceived organizational support on the relationship between job stress and burnout: a mediating or moderating role?. Current Psychology, 40, 402-413. https://doi.org/10.1007/s12144-018-9941-4
    Yang, C., Nay, S., & Hoyle, R. H. (2010). Three approaches to using lengthy ordinal scales in structural equation models: Parceling, latent scoring, and shortening scales. Applied Psychological Measurement, 34(2), 122-142. https://doi.org/10.1177/0146621609338592
    Yang, F., Lu, M., & Huang, X. (2020). Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel. International Journal of Hospitality Management, 91, 102665. https://doi.org/10.1016/j.ijhm.2020.102665
    Yoon, J., Han, N. C., & Seo, Y. J. (1996). Sense of Control Among Hospital Employees: An Assessment of Choice Process, Empowerment, and Buffering Hypotheses 1. Journal of Applied Social Psychology, 26(8), 686-716.
    https://doi.org/10.1111/j.1559-1816.1996.tb02739.x
    Zhang, Y., Crant, J. M., & Weng, Q. (2019). Role stressors and counterproductive work behavior: The role of negative affect and proactive personality. International Journal of Selection and Assessment, 27(3), 267-279. https://doi.org/10.1111/ijsa.12255
    Zhang, R., Redfern, K., Newman, M. A., & Ferreira‐Meyers, K. (2016). If You Are Emotionally Intelligent: The effects of customer‐related social stressors on counterproductive work behavior for front‐line service employees. International Journal of Selection and Assessment, 24(3), 260-271. https://doi.org/10.1111/ijsa.12145
    Zhao, J., Xiao, S., Mao, J., & Liu, W. (2018). The buffering effect of Machiavellianism on the relationship between role conflict and counterproductive work behavior. Frontiers in Psychology, 9, 1776. https://doi.org/10.3389/fpsyg.2018.01776
    Zhang, Z., Zyphur, M. J., & Preacher, K. J. (2009). Testing multilevel mediation using hierarchical linear models: Problems and solutions. Organizational Research Methods, 12(4), 695-719. https://doi.org/10.1177/1094428108327450

    下載圖示
    QR CODE