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ʙЩΓ2006 Б 3 ̢ 2 ̠ → ʠЩΓ 2006 Б 7 ̢ 14 ̠ →ΓВ֧ 2006 Б 8 ̢4 ̠ ΏࠂՀཐૃĶཥປ۳І୩ባķڟណᔈĂվਆႱ఼ă྄֗ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼ማझăь Өၿૡă̅Ⴑ႑˞ᘰᒒؒĄఆ྆ੰ֢ቡޥٲਬဇͮដϴʙࣜΏˀᄬ੦ᄚїڟ 280 ѝʙሣˎѰʡࢷ їࠂՀĂൖَവ୪Ĉ(1)྄֗ᘲᐖ̘̿݊ڟᏜЩჄڣᚈوਜ਼ማझ̾͟ൿڟྱഁႱ఼ć(2)Ⴑ఼̾͟ ൿڟྱഁႱ႑ć(3)Ⴑ఼ϵ྄֗ᘲᐖ̘̿݊ڟᏜЩჄႱ႑˞ФĶӇϒ˛˭झَķĂϵڣᚈوਜ਼ ማझჄႱ႑˞܌ФĶఋ˷˛˭झَķĄ(4)ьӨၿૡ˛ڟĶቡጌьӨҕ୪ʨķ̾͟ቡ྄֗ᘲᐖ̘̿݊ ڟᏜЩჄႱ఼˞ᘰ۽Ą֏ࠂՀൖَჄĶཥປ۳І୩ባķڟྱഁ˃ஒϫĄ ᘰᓤЅĈႱ఼ăႱ႑ăьӨၿૡăཥປ۳І୩ባ 1Ꮝൿوਜ਼ढ̈́ڟվᒝĂࢷˎϵ੦ʰ௯ੵڟ˚ ฉސဂ੦ܢĂԁ͓Ҥʟوਜ਼ുჄوਜ਼ဘݙĄߏʟ ಪռᏺቴوਜ਼Ăࢷˎᄯࡌ҆ʨ̾ࣤ୪ϫףڟے ჄဘݙĄ໋ࢷˎϵဇوਜ਼ဇණढĂઅػˎѰуුĂ ф఼̖ʨڟቡጌьˏڟႱĞ५ѿސਬဇʹϵႱ ے୪ڟቡğ(regulating the manifestation of feeling) Ă ̾ ஒ ϫ ˎ Ѱ ࡌ ԑ Ă ႍ ҆ ʨ ႎ ˞ ߏ Ķ Ⴑ ఼ ķ (emotional labor) (Ashforth & Tomink, 2000; Grandey, 2000; Hochschild, 1983, 1993; Morris & Feldman, 1996)ĄսЃᔣᔨˉה҆ʨے୪͎᎑˸ڟর࣠Ă̾ి֥ ᛫݊ڟЁ๐ćʬЃਜ਼ʡࢷࣤ୪͎བᐘڟဘݙĂ֥̾ ુ̘݊ڟ۬ψĂղސႱ఼ڟս˅ĄʙѰڱҔנঝߏٍҔ˃ደ̖୩Ձ҅୩ĂϴҭĈ͕ͮ Ϳ ˁ ٓ ᒝ ຩ 70 ༴ ٍ Ҕ ̖ ୩ Ձ Ă ྫ བྷ Ĉ 886-2-28819471 ᕽ 6918 Ă จ Ĉ 886-2-28810379,Email Ĉ wu5815@ms15.hinet.netĄ ʠѰڱኒѲᐈߏγͮដ˃ደ̖୩Ձ࢙Ձ̺ψჄؚ ĂϴҭĈ͕ͮͿᗳ಼ႋͲ1 ༴ͮ˃̖୩Ձˎ੦Ăྫ བྷ Ĉ886-2-23641841 Ă จ Ĉ 886-2-23659798 Ă Email Ĉ chengbor@ntu.edu.twĄ Ѱڱ̖๐ᓂ֍ѝϪඟᅷಪռ˞ᙘප๎ՎĄ Ⴑ఼ڟ؈Υ Hochschild(1983)ؚಪ͎ĂЂఆ ྆ΕଊწࠂՀٲ(ethnography)ਬဇʙࣜڪ˴ͧڟڪ وࢷїࠂՀĂծݾ͎ࢷˎϵˎѰΆळጃᕑ ؚ˰௨ڟ̟В----҉๐܌(feeling rule)ĂվїႱ ཆĂႱϰЪЙʟ੦ܢ˽ڟൖَ(commoditization)Ă ͎ੵվಲ֥ˎཥĄ໋ࢷˎʨػ๐ڟ႓୩Ăϵ˴ ܉అ͎ʙ˃ࣜ̾֗͟ڟᒛఋےؖ ѰĂۯސႱ఼ĄфϵˎѰ˛Ăʳސ(1)ΆჄ ˴ဇᚉĂ(2)ծ͞ӽᝐ͂ʡڟႱڑဘĂ(3) ФʙࣈማჄၿໜڟ̟Вվૡ֙ࢷˎڟႱĂ҉ސᄯ ࡌݙႱ఼ڟᕛਜ਼ՏѓĂߺ໋ػʙሣʡࢷ (frontline worker)ڟˎѰ५ؒ----͂࢈લӸ။ൿᕑ˛ ڟᘞߨՏѓ(boundary-spanning role)Ă˚ฉࡌࡒ௰ᕑ ˱ʹਉऀڟ྆ᔮჄจᄎĂԁࡌဇϨႍڥਉऀїϱ ᐖ(Caldwell & O’Reilly III, 1982)ĄჄᕑ˱ఋ֏͂Й ࢷߺྲྀĂʙሣʡࢷᚉဇණྲྀϻĂᝐ˽ྲྀ˃ĂϰЪ ᄯࡌۆԁϻڟ̖ʨվїႱ఼Ą
Hochschlid(1983)ڟࠂՀჄណᔈ̕ਔݞ˃ڟਟᛪĂ ̕വݣᛉ௨ϻࠂՀڱিিቴ˽ࠂՀվਆʙሣ
ʡ ࢷ Ⴑ ఼ ୪ ණ Ă Ѓ ટ ҅ ʡ ˎ Ѱ ڱ(Meyerson, 1990; Yanay & Shahar, 1998)ăਜ਼ʡࢷ(Leidner, 1991; Wharton, 1996)ăوਜ਼ʡࢷ(Tracy, 2000; Tolich, 1993) ĄͪʹʙղࠂՀڱĂ܌ఆ྆ු˽ࠂՀཐઠႱ఼ ڟ؈ˠ̾ු˽ĂծਆႱ఼Ⴤ֏͂ᝐ˞ᘰ ۽ĄЪᘸࠂՀڟʙሕባ̜ސ Adelmann(1989)ĂЂሡ ყ ු ے վ ഁ ු Ⴑ ఼ ڟ ؈ ć ֏ ݣ Morris Ⴤ Feldman(1996)Ⴤ Grandey(2000)߱ਬဇႱ఼Ⴤ֏͂ ᝐڟᘰᒒؒĂಪ͎ʟ௩ؒڟᇁВĂԁФࠂՀڱਬ ဇႱ఼Ⴤ֏͂ᝐ˞ᘰ۽ĂїʟဂᘌࠂՀĂЃ Lin Ⴤ Chen(1997)ăBrotheridge Ⴤ Grandey(2002)ă Morris Ⴤ Feldman(1997)ăSchaubroeck Ⴤ Jones(2000) Ą ዑ႓ϵႱ఼ڟු˽ࠂՀʰĂணፖʟߺ໋ᕴႈ ڟࠂՀЙَĂѮ˫ФಁੰᖠФݟʙԏڟࠂՀĄ ʙĂϵႱ఼ڟ܉༊ᝐʰĂФղደڱჯߏˎѰ५ ؒ˛ႱےྀڟࡌԑുݙĂ̾͟ൿڟྱഁႱ఼ ڟ ˃ ˉ Ă Ѓ Ⴑ ے ྀ ڟ Ꮬ (frequency) ă ݻ ᛉ ݙ (duration)ăᝐ˽ؒ(variety)ă̅ࣤΰ܌(display rule) ĞGrandey, 2000ğĂѮဂᘌࠂՀڟൖَծΐુ̛֗ݻ ĞMorris & Feldman, 1997ğĄ̺ࡌࢨϰ͟ϵػʰࡘ Ⴑےྀڟࡌԑുݙฉಢࡘʟʙሣʡࢷဇ̘݊ڟ ʙৡؒሒĂфഒٲے୪͎ղʙሣʡࢷϵဇϨ ВϨᆺڟوਜ਼ဇණढĂᎳಉղሒڟҨᘲുݙĂ५ ѿސဇᘲᐖ̿ڟ̘݊(difficult customer)ĄϰЪĂϵ ਆࢺղˎѰ५ؒᝐ̾͟ྱഁࢷˎڟႱ఼ߥэ ̖શڑٷढĂ྄֗ᘲᐖ̘̿݊ڟᏜЩѭ̽ސʙ ԁኌϫڟᝐĞGrandey, Dickter, & Sin, 2004; Bailey & McCollough, 2000; Zapf, 2002ğĂ͟ߺᘰဂᘌࠂՀಁ ̽̿˞ᖓЃ1Ą
ʠă྆͞Ⴑ఼ڟባࡘ˛Ă௨ϻደڱݾ͎࠷ ˓վьˎѰᑗ˛ڟཥປĂʶᆇᛪ֗Ⴑ఼ڟ˃ ˉĂ५ѿސᕑ˛ڟڥ̛ݻჄʡʨཥປ႓୩ဂਜ਼ ĞGrandey, 2000; Rafeli & Sutton, 1987ğĄФᘰڥ̛ ݻჄႱ఼ڟᘰᒒؒĂϵˎѰႱჄᐆʨڟ̜ᙦ˛ ː ༄ ੈ ྆ ʟ ௨ ϻ ਆ Ğ Ѓ Abraham, 1998; Kao, 2001ğĂѮਬဇʡʨཥປ႓୩ဂਜ਼ჄႱ఼ڟᘰᒒ ؒĂܓ̍ФסුڟࠂՀ 2Ąϵቝϻʡʨཥປ႓୩ဂਜ਼ ˛ĂჄႱ఼ᘰᒒؒྲྀ˃ڱĂᐖᚴػࢷˎوਜ਼ማ ˞ఋ˷Ăͺސڥ˽ጣു˛ڟʙᑗĂ̾͟ࢷˎᇣ وਜ਼̘݊ڟߺᘰࡌԑĂ̖̾̍ʨĂᅨ͑ˎѰኌ ᐖʨĞChao, et al., 1994; Rafaeli & Sutton, 1987ğĄᕿ
վĂᏍൿوਜ਼ڟ፹Ă᛫݊وਜ਼ማԁЙߏό ᕑߺ໋ࡧගڟᚊᖠĞDessler, 2003ğĂ௨ϻደڱʶఆ྆ ቴ˽ࠂՀਆϨїϨوਜ਼ማჄࢷˎႱ఼ؖ ႱےྀڟᚊᖠĞЃ Hochschild, 1983; Van Maanen & Kunda, 1989ğĂѮՀతࢷˎဇղوਜ਼ማؚڣᚈ֗ ڟझَĂჄႱ఼ڟ˃ˉސҏФؚᘰᒒĂϵ྆͞ڟ ු˽ࠂՀ˛Ăѭ̽ݞ̍ᚉ̅Ą
ʭĂϵ྆͞ФᘰˎѰࡾݧڟࠂՀ˛ݾ͎Ăվь ˎѰᑗ˛ڟˎѰࡌԑჄˎѰཥປĂჄႱ႑ڟ˃ ˉĂ֎Фߺ໋ുݙڟᘰᒒؒĞЃ Burke & Richardsen, 2001; Cordes, & Dougherty, 1993; Maslach, Schaufeli, Leiter, 2001ğĂѮ֏˛ڟ̖୩ጠ֙ߏѤĂצФݟ ਆĄਬဇʙሣوਜ਼ʡࢷфՐĂ܉ࡘ྄֗ᘲᐖ̘̿݊ ڟᏜЩĂ̾̈́͟ےˎѰࡌԑڟʙᑗĂڣᚈوਜ਼ማझ ܌̾̈́͟ےˎѰཥປڟʙᑗĄސҏ֍ڱ̾͟ఆ྆ Ⴑ఼ڟ˛˭झَĂվྱഁႱ႑ڟ˃ˉĂ̾ཌ ᚗˎѰࡌԑჄཥປ֗Ⴑ႑ڟ̖୩ጠ֙Ăϵ྆͞ࠂ Հ˛ѭ̽ԠФᆺڟ࿙ཐĄ శݣĂϵਆ྄֗ᘲᐖ̘̿݊˞ᏜЩჄႱ఼ ˞ ᘰ ᒒ ؒ ढ Ă ѭ ̽ Ф Ά ࡌ у ᆌ ʡ ५ ቴ(personal disposition)ؚఅЙڟቡझَ(moderating effect)Ă५ѿ ސьӨၿૡ(self-monitoring)Ăͺ๎ݾʡळጃʡᄬˣ ڑٷվቡጌьˏїߏے୪ڟชϩĄΥػϵʙሣʡ ࢷڟˎѰ˛Ăલᄯࡌळጃڥκሣষվ୩ьˏჄ͂ʡ ڟႱĂԁᄯࡌढढቡጌьˏ̾ஒϫˎѰࡌԑڟೈ ݟĂϰЪьӨၿૡဇʙሣʡࢷिʹࡧࡌ(Diefendorff, Croyle, & Gosserand, 2005; Caldwell & O’Reilly III, 1982)Ą௨ϻࠂՀڱೆਆьӨၿૡჄႱ఼ڟᘰᒒ ؒ(Ѓ Diefendorff, Croyle, & Gosserand, 2005)ĂѮ̍Ф ࠂՀڱཐਆˎѰ५ؒჄьӨၿૡڟˣՀతЃѤ ᆇᛪ֗Ⴑ఼3ćϰЪĂʙሣʡࢷˎѰ५ؒჄႱ ఼˞ᘰᒒؒĂސҏϰߏьӨၿૡ˞˚ϣфФؚ࣯ ୴Ă˚ુфڣĄձဂʰĂૃˣባ(interactionism)ڟՏ ݙណ˞(Lewin, 1951)Ăࢷˎ˞ˎѰے୪ʝސᑗჄ५ ቴ˞ˣؚఅЙĂϰЪਆʙሣʡࢷˎѰ५ؒჄь Өၿૡ˞ˣჄႱ఼ڟᘰ۽Ăᐖཎ̨সਆь ӨၿૡჄႱ఼ڟᘰ۽Ăԁ֎๎༎Ą ᜧػʰࡘੰᖠĂΏࠂՀཐ̾Ķཥປ۳І୩ባķ (conservation of resources theory)ߏઅᕃĂ̾ਆ྄֗ ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼ማझăьӨၿૡă Ⴑ఼ă̅Ⴑ႑ڟᘰᒒؒĄΏࠂՀ૰ባ྄֗ᘲ ᐖ̘̿݊ڟᏜЩჄڣᚈوਜ਼ማझ͟ఆ྆Ⴑ఼
ڟ˛˭ጣു(mediating process)վྱഁႱ႑ĂьӨ ၿૡ܌̾͟ቡ྄֗ᘲᐖ̘̿݊ڟᏜЩჄႱ఼˞ ᘰ۽Ą
̜ᙦਆჄࠂՀޜ်
ཥປ۳І୩ባࡘ
ϵᐆʨࠂՀڟᄴ˛Ăశᆄߏ֧ڟណᔈߏᎋ ᇁВ(homeostatic models)ĂཎᇁВ̺ᐆʨސᑗࡌ ԑ(environmental demand) Ⴤ ʡ ̆ ᐖ ʨ (response capacity)˚ᎋؚዲڟӜĄϵ࠷˓ᎋᇁВڟណ ᔈ˛Ăశ֎̈́ے̸ؒݞϻࠂՀڱؚڱĂ྆ػ Lazarus(1993)ăLazarus Ⴤ Folkman(1984)ؚಪ͎˞ ᐆʨϰᐖ(coping)ڟ؈ĄLazarus ʡჯߏĂ໋ᑗ ࡌԑʡඟѥߏය྆֏ϰᐖཥປ(coping response)ؚ ࡒढĂʡۯ୰ΡᐆʨĄዑ႓ʰࡘណᔈϵᐆʨ ࠂՀ˛ߺ໋їĂѮHobfoll(1989, 1998)ܓ˚ϣ๎ʰࡘ ណᔈĂ͂ჯߏʡ࢈྄ؚ֗ڟᑗࡌԑĂᔀ̍ය྆ ʡ˞ϰᐖཥປؚࡒĂਸ਼ۨސߺ໋႒ڟڑٷĄ ဂᄬʰĂ˃ϻᆵڟ̖୩ደࣜ߱ݾ͎Ăʙᐆʨվປය ͎ʡڟϰᐖཥປĂʡۯఞʣફᇛڟڑဘĂфۨ ͫސ๐֧֗ᐆʨфːćф҉պސढဇᐆʨվປϰᐖ ՊЁڟʡĂʶ๐֧֗ᐆʨ(Hobfoll & Shirom, 2001)ĄދഓᎋᇁВʝэ Lazarus ڟណᔈ͟ФჲĂ܌
ྲྀϫ୩ڟណᔈߏѤֹĉᐆʨՀతސϵѤႍٷʮ୰ ΡĉHobfoll(1988,1998)̾̅ Hobfoll Ⴤ Shirom(2001)ਬ ဇЪʙᚊᖠĂಪ͎ʟཥປ۳І୩ባڟណᔈվ͑̾ཌ ᚗĄཎ୩ባ̺Ĉʡ࢈֎Ф۳Іă۳ᛖă̅ݚγ֏ؚ ࡧග˞ཥປڟઅΏጠĄ໋ʡ(1)֧֗ཥປొͶڟ ݄Ă(2)྄֗ဂᄬཥປڟొͶĂؖ(3)ӹʣཥປݣܓ ഒٲᑕ֥ཥປੈߏϱౢ)ढĂۯ๐֧̖֗୩ʰڟ˚ኌ (psychological distress)ĄΏؚݾڟĶཥປķĂ͓Ҥʮ ϖͲᘸĈ(1)ဂཥປ(object resources)ĈЃؘ˅ăԡՙ Ώ౷֎Фᅋࢄڟڐć(2)ڑٷ(conditions)ĈЃཥ ጣă႓୩֙ݙڟӇጌؒĂͺ࢈ڟᅋࢄ႒ගʡࡧග ുݙфסć(3)ʡ५ᆉ(personal characteristics)Ĉ֞͟ ҅ʡӪآᐆʨڟʡชϩĂЃьăˎѰʨć (4) ු (energies) Ĉ ʬ ͟ ˷ Й ˱ ϵ ු (intrinsic energy)Ⴤʹϵු(extrinsic energy)֍ᘸĂ܉ڱЃʡ ڟුăႱුăჯڣුĂݣڱЃʡڟ ʨă۬Ą໋ʡϵဇᐆʨվປф֥Ϩϰᐖൊ ୱढĂ˚ባϰᐖൖَՊЁჄҏĂʡڟཥປ ĄಲՐ˞ĂϰᐖΏ౷ཥປĂʡ୰Ρ̖ ୩ʰڟ˚ኌĞᐆʨğĄ Υػཥປ۳І୩ባཌԚʟ࠷˓ᎋᇁВؚ͎୪ڟ ᚊᖠĂϰЪϵᐆʨࠂՀ˛ယယ֧֗ࡧගĂծᆄٿڟ վཌᚗˎѰᐆʨჄˎѰࡾݧ˞ᘰ۽(Lee & Ashforth, 1996; Burke & Richardsen,2001; Demerouti, Bakker, Nachreiner, & Schaufeli, 2001; Hobfoll & Shirom, 2001; Wright & Cropanzano, 1998)Ą࠷ϱ᛫྆͞௨ϻደڱဇ ػˎѰࡾݧڟס༎Ăͺ๎ݾʡϵဇ྆ුڟˎѰᐆ ʨढĂؚ୰Ρڟ̖ʨĂ५ѿސჄʡᄬˣФᘰڟ ˎѰ(Վ Burke & Richardsen, 2001)Ăф౷ཥປ۳І୩ ባфՐĂʡ̖୩ʰڟ˚ኌʝސվьʡϵϰᐖᑗ ࡌԑढڟཥປĄЪʙណᔈĂჄˎѰࡾݧڟ๎༎Ф ୴Тϣˎ˞ҼĄ५ѿᄯࡌݾ͎ڟސĂˎѰࡾݧڟס༎ ˛ؚ֗ڟ̖ʨĂߺ໋ػཥປ۳І୩ባͲཥ ປ˛ڟĶ˱ϵුķཥປĄЃَཥປ۳І୩ባڟណ ᔈվߨסˎѰࡾݧĂˎѰࡾݧ֏ဂ౷ސʙʡĶ˱ ϵුķཥປڟ྆ു(Shirom, 1989)ćಲՐ˞Ă໋ ʡळጃʹϵࡌԑ(demand)վїˎѰढĂΥػ˚ᔞ ͎̖̿ʨĂպʡڟ˱ϵුంၚొͶĂశݣఞʣ ˎѰࡾݧڟൄĄ(Brotheridge & Lee, 2002; Hobfoll & Shirom, 2001)Ą
ϵቝϻˎѰࡾݧڟ̆ᐖ˛ĂႱ႑(emotional exhaustion)ސˎѰࡾݧڟۑೈॿڑĂͺ͓ҤႱ྆ݙ ࣤăႱཥປၾ̖୩̆ᐖĂծ͟ʙԏ୰Ρ ͞ ʡ ˽(depersonalization)Ⴤ ʡ Й ౷๐ ѳ (reduced personal accomplishment) ԁ ᙒ ࡧ ڟ ॿ ڑ (Maslach, 1982; Cordes & Dougherty, 1993)ĄΥػႱ႑ ސˎѰࡾݧశय̖ڟЙ˷(Maslach, 1982)Ăф໋ʡ࢈ϵ ባьˏڟˎѰࡾݧढĂశલಪਔڟʶސႱ႑ڟ ༄(Maslach, Schafeli, Leiter, 2001)ćϣढĂLee Ⴤ Ashforth(1996)ࠂՀവ୪Ⴑ႑ސˎѰࡾݧ˛Ⴤᑗ ࡌԑჄཥປశ֎ᘰᒒؒڟݚ်ĄФᜦػЪĂΏࠂ Հ̾Ⴑ႑ੈߏˎѰࡾݧڟ̈́ےĄ ࠂՀڱૃཥປ۳І୩ባ͎വĂཐ᚛قˎѰࡌԑă Ϩႍ˱ʹϵཥປă̖୩ЙΏ˞ڟᘰ۽ĂЃ 1 ؚ ΰĄ౷ˎѰᑗфՐĂ͟˷ЙʹϵˎѰࡌԑ(external job demands)ჄʹϵˎѰཥປ(external job resources)֍ ఋ˷ĄʹϵˎѰࡌԑ๎ݾϵˎѰ˛ᄯࡌ఼̖ڟఋ˷Ă ͺ લ Ⴤ ५ ס ڟ Ρ ୩ Ⴤ ̖ ୩ Й Ώ(physical or psychological cost)Фᘰ(Demerouti, et al., 2001)ĂЃՏ
ѓᇁሙăՏѓቐࠏăˎѰࡒጊăᐆʨձχ(Lee & Ashforth, 1996)ĄʹϵˎѰཥປ܌๎ݾˎѰ˛Ф҅ػ(1) ۴ˎѰάᆿ˞ྀЙă(2)ѳჄˎѰࡌԑߺᘰڟΡ୩ ؖ ̖ ୩ Й Ώ ă ؖ(3) ֖ ጭ ʡ Й Ⴤ വ ࣤ ڟ ఋ ˷ (Demerouti, et al., 2001)ĂսЃڥ̛ݻăʡʨཥປ႓ ୩ ဂ ਜ਼ ă ˎ Ѱ ᅨ ጠ (job enhancement opportunities)ăᇩྍჄᗃႴ(Lee & Ashforth, 1996; Cordes & Dougherty, 1993)Ą
1 ˎѰᑗăѿ࣯୴ă̖୩ጣുă̖୩ЙΏڟᘰ۽Ĉཥປ۳І୩ባڟណᔈ ϵˎѰᑗჄ̖୩ጣുڟᘰᒒؒʰĂळጃཥປ۳ І୩ባڟ૰ባĂ໋ʡϵˎѰ˛ဇඹϻˎѰࡌԑ ढĂؚᄯ͎̿ڟ̖ʨ౷ඹ˃ĂЪढ˱ϵཥປ॑ڟു ݙʶ౷ඹĞᅨ͑ğĄߺဇڟĂ໋ʡϵˎѰ˛ᑕુ ඹϻʹϵཥປढĂպཥປઊປປ˚൘ڟང͈ĂϰЪ ؚᄯࡌ͎̿ڟ̖ʨྲྀˉĂ˱ϵཥປ॑ڟുݙʶ౷ඹ ѳĞ̍ğĄфԁʙԏڟĂ໋ʡϵˎѰ˛̖ ʨ ඹ ˃ Ă λ ے ΰ ֏ ˱ ϵ ཥ ປ ॑ ુ ඹ ϻ Ğ ̖ ୩ ጣ ുğĂႍ˱ϵཥປݻᛉ֗ࢥڟൖَĂዲ ʡ˱ϵཥປယယՖϩޝ႑ʙఊĞ̖୩ЙΏğ(Lee & Ashforth, 1996)Ą ࢄુ٧๎ڟސĂˎѰࡌԑჄ̖୩ጣുڟᘰᒒؒĂ ֧֗͟ѿ࣯୴ڟᆇᛪĄ௨ϻჄˎѰФᘰڟΓϩ ʡ५ᆉ(positive personal characteristics)ĂЃь۬ăˎ ѰʨĂᐖ͟ቡʹϵˎѰࡌԑჄ̖ʨ͎̿Ğؖ ˱ϵཥປğڟᘰ۽ćಲՐ˞Ăղʡ५ᆉ֞͟ ҅ʡဇӪᐆʨĂ̍ཥປ(Hobfoll, 1989)Ą໋ ʡ֎రղΓϩʡ५ᆉढĂ˚ѮϵဇˎѰࡌԑढ ྲྀ ˚ ۆ ̖ ʨ Ă ʶ ྲྀ ˚ ˱ ϵ ཥ ປ Ğ ሥ ቐ Ѱ ğĄ
ࠂՀ௩ჄࠂՀޜ်
ΏࠂՀઠႱ఼ගߏސʙႍࢷˎဇႱቡڟ ҆ʨĂЪʙĶ҆ʨķڟ؈Ăߺ໋ػ 1 ̖୩ጣുڟ ఋ˷----̖ʨ͎̿Ⴤ˱ϵཥປĄϰЪĂଭഁුႱ ఼ڟ˃ˉĂဂᄬʰ౷ސϵഁුࢷˎ̖ʨڟ͎̿Ⴤ˱ ϵཥປڟുݙĄ̾ʮઠ̾ཥປ۳І୩ባߏઅᕃĂ վਬဇႱ఼Ⴤ྄֗ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼ ማझăьӨၿૡă̅Ⴑ႑˞ᘰ۽ї૰ባĂ ծവ͎ࣤࠂՀ௩ĞࠂՀޜ်Ѓ2 ؚΰğĄ ˱ϵཥປޝ႑! ᅨ͑! ̍! ሥ ቐ Ѱ ! ˎѰᑗ! ѿ࣯୴! ̖୩ጣു! ̖୩ЙΏ Γϩڟʡ५ᆉ! ʹϵˎѰࡌԑ! ʹϵˎѰཥປ! ̖ʨ͎̿! ˱ϵཥປ!
྄֗ᘲᐖ̘̿݊ڟᏜЩ! Ⴑ఼! Ⴑ႑! 2 ࠂՀޜ် ьӨၿૡ! H1 H2 H3 H4 H5 H6 وਜ਼ማڟझ!྄֗ᘲᐖ̘̿݊ڟᏜЩჄႱ఼˞ᘰ۽
౷ʙሣʡࢷфՐĂჄ̘݊ڢᚉ౷ސ֏ ̺ࡌڟˎѰψਜ਼(Ashforth & Humphrery, 1993)Ăф̘݊ ސҏ࣠ؾ୩Ⴤᐖ̿Ăڢᘰ۽֗ˎѰࡒጊڟ˃ˉĂ фᆇᛪႱ఼ڟ˃ˉĄMaslach(1978)҉ݾ͎Ĉ໋ ̘݊ળվڟੰᖠߺ໋ҨᘲĂؖղ̘݊˚ᔞїزݪ Ⴤ ӳ ඟ ढ Ă ࢷ ˎ ๐ ֧ ֗ ྲྀ ˃ ڟ ᐆ ʨ ĄBailey Ⴤ McCollough(2000)ࠂՀʙሣوਜ਼ʡࢷϵဇᘲ̾ᐖ ̿ڟ̘݊ڟႍႍੈٲĂ͂࢈വ୪وਜ਼ʡࢷᄯࡌོႍ ႍൊୱվᐖ̿ղᘲᛈڟ̘݊Ăߺ໋ۆ̖ʨĄ࠷ૃ ཥປ۳І୩ባჄ 1 ڟᇁВណ˞Ă໋ࢷˎဇ˞ᘲ̾ ᐖ̿ڟ̘݊ඹϻĂۯߺ໋ػʹϵˎѰࡌԑඹ(Burke & Richardsen, 2000)ĂЪढ˚ฉϵᎳಉ๐܌ڟҨᘲ ݙʰᅨĂϵႱቡڟቒᖕݙʰʶಪĂϰЪࢷˎ ؚᄯ͎̿ڟ̖ʨྲྀ˃Ă˱ϵཥປʶྲྀϻćಲՐ ˞ĂႱ఼ྲྀ˃ĄΥ̾ʰባࡘĂ̾͟ੈ͎ʮϖ ௩Ĉ H1Ĉ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼ڟ˃ˉĂФ ΓϩᘰᒒؒĄ໋ࢷˎ྄֗ඹϻᘲᐖ̿˞̘݊ढĂ ֏Ⴑ఼ʶ౷ඹ˃Ą ڣᚈوਜ਼ማझჄႱ఼˞ᘰ۽ ϵوਜ਼ዲϩڟό˛Ăߏʟሂ۳ʙሣࢷˎઊ ݸັႱ܌վቡႱĂఆ྆ማڟ̟Вվ ዲࢷˎЃѤے୪ՊЁڟوਜ਼ဘݙ(Hochschild, 1983; Van Maanen & Kunda, 1989)ćфࢷˎჯߏوਜ਼ማސ ҏФझĂԁჄࢷˎϵʡᄬˣˎѰؚڟ̖ʨ˃ˉ ऀऀߺᘰĄळጃཥປ۳І୩ባჄ 1 ڟᇁВվ૰ባĂ ማझ̾͟ගߏސʙႍʹϵˎѰཥປĂࢷˎϵ Ⴑ఼ڟˎѰ˛˚̊ϻ˚Άࡌڟ̖ʨĂʶ˚ ॏ̊ϻڟ˱ϵཥປćಲՐ˞Ă҉ސႱ఼ྲྀˉĄ ڣᚈوਜ਼ማझ˞ؚ̾ઊࢷˎ̖̍ʨ˞͎̿ Ⴤཥປ˞Ă͟ސఆ྆ʮϖ֍ႍጠ֙ڟོѰĈ(1) ಪࢷˎဇႱ܌ჄˣӬͽڟᑣཌുݙჄᇣ ݙĈᕤΥФझڟوਜ਼ማĂࢷˎઊᑣཌ֗ဂᄬˎѰ ˛ФࢺղႱ܌ސᄯࡌᎳಉڟĂʶ̾͟ደ֗ϵ˚ ϣڟʡᄬʮᐖཎ֥ࢺղˣӬͽĂ˗ྀ֗శ չڟˎѰझَĄ̾ʰႍႍĂ߱͟ࢷˎ˚э̊ϻ ڟ̖ʨϵႱ఼ʰĄ(2)ಪ̀ࢷˎڟьӨझ(self-efficacy)ĈьӨझʝސʡဇػĶьˏઊЙ͒ڟੈ ྀ͎֗ൖَؚᄯїߏķڟ۬؈(Bandura, 1977)ĄФղࠂ Հവ୪Ăఆ྆ФझڟማĂ̾͟ᅨ͑ʡڟьӨझ ( Ѓ Gibson, 2001; Torkzadeh, Pflughoeft, & Hall, 1999)Ą๎ൿĈФझڟوਜ਼ማĂ̾͟ʙሣʡ ࢷϵဇ̘݊ढĂԁФӰಫӇЙጌˣ྆ു˛ڟؚ ФїുćႍьӨझڟ۬؈Ă̾͟ࢷˎဇь ˏڟˎѰФԁڟಡಫുݙĂф̖̍ʨڟჄ ཥປڟॏĄΥʰࡘ૰ባĂࠂՀڱ̾͟ੈ͎Ѓʮڟ ௩Ĉ H2Ĉڣᚈوਜ਼ማझჄႱ఼ڟ˃ˉĂФࡒϩᘰ ᒒؒĄ໋ࢷˎڣᚈ֗وਜ਼ማඹФझढĂϵႱ ఼ʰؚ͎̿ڟ̖ʨඹˉĄ Ⴑ఼ჄႱ႑˞ᘰ۽ Ⴑ఼శதڟ̖୩ЙΏĂϵػ˱ϵཥປڟ࿔̼ ჄၾĂߺ໋ػႱ႑(emotional exhaustion)ڟ ؈----໋ʡڟ̺ࡌˎѰސ୩ĶʡķڟੰᖠढĂ֏ˣ ඹڢăඹᏜᒅă̸ݻᛉढඹĂ҉࣠ؾఞʣ Ⴑ႑ڟҨ˛Ăфے୪͎ী̼Ⴀʨă๐బ໒ăဇ ˎѰڟᇥొͶăङӷჄঀዷăѾၑჄ୵ᖔ̆ᐖ (Maslach, 1982; Cordes & Dougherty, 1993)ĄႱ႑ ڟ؈ʙϩߏႱ఼ࠂՀڱؚĂ̾ਆႱ ఼ؚఅЙڟݣَ(Ѓ Brotheridge & Grandey, 2002; Morris & Feldman, 1996)Ąݸັ Hochschild(1983)ڟ ٲĂࢷˎϵೈڟႱ఼ʮĂዲьӨ୴˽(self-alienation)ĂպьˏဂڟьӨჄˎѰʰڟьӨͶ͞ ൖĂశݣఅЙႱ႑ڟൖَĄ࠷ळጃཥປ۳І୩ባ ڟណᔈվ˷ٙĂ໋ࢷˎळጃˎѰࡌԑїႱ఼ ढĂ҉̈́ےࢷˎᄯࡌ˚ᔞڟ̖ʨվಲ֥ˎѰے ୪ĄЃَ྆ുݻᛉʮ͞Ăశݣࢷˎڟ˱ϵཥປ౷ ੁĂфఞʣႱ႑ڟൄ(Grandey, 2000)Ăպ ࢨΏᐖФڟ๐ĞЃᇥă߀ʨă๐ğ॑ͶഒᕹĄ ጃЪĂࠂՀڱ̾͟ੈ͎Ѓʮڟ௩Ĉ H3ĈႱ఼ڟ˃ˉဇػႱ႑ڟᙒࡧݙĂФΓϩ ڟᘰᒒؒĄࢷˎϵˎѰ˛ඹ˃ڟ̖ʨվї Ⴑ఼Ă֏Ⴑ႑ʶ౷ඹᙒࡧĄ Ⴑ఼ڟ˛˭झَ ௨ϻߺᘰڟࠂՀവ୪ᘲᐖ̘͎̿݊୪ڟᏜЩჄڣ ᚈوਜ਼ማझ֍ᝐჄႱ႑ФݙڟᘰᒒؒĄ ܉ڱЃ Maslach Ⴤ Jackson(1984)ࠂՀവ୪Ĉ౷˴ϓو ਜ਼ڟࢷˎфՐĂ˚྆ϻڟरුዲˎѰࡾݧĂ ໋ࢷˎჄरᚉڟ༄ඹސպ֏ࡻ๐ᐆʨढĂˎѰ
ࡾ ݧ ڟ ٷ ʶ ඹ ᙒ ࡧ Ą ݣ ڱ Ѓ Corcoran Ⴤ Bryce(1983)ࠂՀݾ͎Ĉ༄྆ʟͲޑೈڟڥκӬͽ ማ˞ݣĂࢷˎڟႱ႑ുݙФʮ˞ถĄѮސĂ֏ ̖୩ጠ֙ՀతߏѤĉ࠷ळጃཥປ۳І୩ባჄ 1 ˞ᇁ Вណ˞Ăؖ௨̾͟Ӳ֗ϫ୩ڟཌᚗĈʹϵˎѰࡌԑჄ ཥປڟ˃ˉĂఆ྆ࢷˎ̖ʨ͎̿ڟϻကჄ˱ϵཥປ ڟുݙĂᆇᛪ֗Ⴑ႑ڟᙒࡧݙĄϵΏࠂՀ ˛Ă୩ᘲᐖ̿ڟ̘݊ސˎѰࡌԑڟʙႍĂوਜ਼ማ ސʹϵཥປڟʙఋϋĂф̖ʨ͎̿Ⴤ˱ϵཥປ܌ ߺ໋ػႱ఼ڟ؈ćϰЪĂ̖ʨڟ͎̿Ⴤ˱ϵཥ ປڟĞႱ఼ğѭ̽͟ੈߏᘲᐖ̿˞̘͎݊୪ ᏜЩჄڣᚈوਜ਼ማझ֍ڱჄႱ႑˞ڟ˛˭ ᝐĄጃЪĂࠂՀڱ͟ੈ͎Ѓʮڟ௩Ĉ H4Ĉᘲᐖ̘͎̿݊୪ڟᏜЩఆ྆Ⴑ఼ڟ˛˭झ َĂվྱഁ֗Ⴑ႑ڟᙒࡧݙĄ H5Ĉڣᚈوਜ਼ማڟझఆ྆Ⴑ఼ڟ˛˭झ َĂվྱഁႱ႑ڟᙒࡧݙĄ ьӨၿૡڟቡझَ ьӨၿૡ(self-monitoring)๎ݾʡळጃڥκኌ˸ ؒ (social appropriateness) ဇ ے ྀ ї ߏ (expressive behavior) Ⴤ ь Ө ҕ ୪ (self-presentation) ї ណ ဆ ă ቡ ă̅ૡ֙ڟชϩ(Snyder, 1974, 1987)Ă֏̺ࡌάڟϵ Ⴐ ݻ ь Ө ڟ Γ Ӝ ණ Ă ̾ ҁ ϟ ණ ጌ ྺ(Gangestad & Snyder, 2000)ĄLennox Ⴤ Wolfe(1984)ʙԏݾ͎Ăь Өၿૡᐖཎ͓Ҥ֍ఋ˷ĂʙސĶဇ͂ʡےྀїߏڟ ଃ๐ݙķ(sensitivity to expressive behavior of others) Ă ͪʙސĶቡጌьӨҕ୪ڟʨķ(ability to modify self-presentation)Ą ळጃཥປ۳І୩ባჄ 1 ڟᇁВĂ࠷ઠьӨၿૡ ගߏʙႍΓϩʡ५ᆉĂ໋ࢷˎьӨၿૡുݙඹ ढ Ă ඹ ઊ ဆ ͎ ᓴ ᕠ ϵ ݊ ̘ བྷ ჭ ˛ ڟ ሣ ষ(Mill, 1984)ĂфӲ̘֗݊ڟᄯࡌჄੰᖠᙩൖĞဇ͂ʡଃ๐ ݙğćԁઊळጃьˏჄ̘݊ˣڟڑٷĂኌढቡ ьˏڟႱ̆ᐖĂࣤ୪͎۔ϫ̘݊ЁؖᄯࡌڟႱ ے୪ĞቡጌьӨҕ୪ğĂղʨ߱ФҁػࢷˎჄ݊ ̘ڟՊؒˣĂѳᘲᐖ̿˞̘݊ڟĶᘲݙķĂ̍ ̖ʨڟ͎̿ĄಲՐ˞ĂݙڟьӨၿૡʨ͟ӜЙሥ ቐѰĂᘲᐖ̿˞̘݊ڟ͎୪Ă˚эػఅЙᙒࡧڟ ̖ʨჄཥປͶĄ̆˞Ă໋ࢷˎьӨၿૡുݙඹ ѳढĂྲྀഒٲᚈဆ͎̘݊བྷჭ˛ڟሣষჄᄯԑĞဇ͂ ʡଃ๐ݙğĂʶഒٲळጃʡᄬˣڟᄯࡌվቡጌϵʹ ڟႱے୪ĞቡጌьӨҕ୪ğĂϵЪႍഒٲӜЙሥቐ ѰڟٷʮĂᘲᐖ̿˞̘͎݊୪ඹϻĂࢷˎڟ̖ʨ Ⴤ ཥ ປ Ͷ ٷ ʶ ඹ ᙒ ࡧ Ą ϵ ߺ ᘰ ࠂ Հ ʰ Ă WysockiăChemersă̅ Rhodewalt(1987)ਬဇ 335 ѝԸ ؒደमїއʡࢷڟ̖ᐆʨїࠂՀĂൖَവ୪Ĉˎ Ѱ˛ڟࡌԑჄ̖ࡒጊ˞ᘰ۽Ă֧֗ьӨၿૡڟ ቡć໋ࢷˎьӨၿૡʨඹĂ҉պဇ˚ᜍؖ ࡌԑ྆ϻڟĂ֏̖ʨκڟുݙʶФሥ˞ถĄ ळጃ̾ʰ૰ባჄࠂՀĂࠂՀڱ͟ੈ͎̾ʮ௩Ĉ H6ĈьӨၿૡဇ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼ ˞ᘰ۽ĂФൿڟቡझَĄࢷˎьӨၿૡඹ ઼Ă྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼˞ඹ ഒᘰᒒؒĄࢷˎьӨၿૡඹࣵĂ྄֗ᘲᐖ̿˞݊ ̘ڟᏜЩჄႱ఼˞Ă֎Фඹ઼ڟΓϩᘰᒒ ؒĄ
ࠂՀ̟ٲ
ࠂՀဇණڟᎵ֥
ΏࠂՀ̾ͮដΏˀޚࣜᄚїڟʙሣʡࢷߏࠂՀ ဇණĂ̺ࡌ୩ΥߏĈᄚїʙሣʡࢷϵˎѰ˛ĂΆ ༄લჄ᛫݊їᚉĂ˚ฉᄯࡌۆ̖ʨվቡጌьˏ ڟᒛఋےĞսЃĈࣤ୪ַ͎ൡڟᇁᆺğĂԁᄯࡌ ড͞୩᛫݊ڟႱĞսЃĈЊᆭ᛫݊ڟݥॉğĂϣ ढᕑ̺ؖ႓ʶဇوਜ਼ʡࢷڟᕄᅈăဘݙăᐖဇ ਝФʙࣈࡌԑڟᆿລĂஒϫ Hochschild(1983)ဇػ ʙݙႱ఼ˎѰڟߨס----Ⴤ˴ဇᚉă ᆇᛪဇ̟Ⴑăఆ྆ማჄၿໜվૡ֙ࢷˎႱĄФ ᜦػЪĂ̾ᄚїʙሣʡࢷੈߏࠂՀဇණĂᐖސϫኌ ڟᎵጅĄဂᄬʰĂϵ Pugh(2001)ဇႱےྀؖႱ఼ ڟࠂՀ˛Ăʶސ̾ᄚїڟʙሣʡࢷੈߏࠂՀဇ ණĄ ΏࠂՀᎵ֥ F ᄚїڟʙሣʡࢷੈߏࠂՀဇණĄ F ᄚїސʙࣜͮដΏˀڟᄬ੦ᄚїĂࢷˎʡᆵය ྆ʙʽʡ̾ʰĄߏʟሂ۳وਜ਼ܢቴĂF ᄚїဇػїࢷ ڟوਜ਼ဘݙჄႱےྀ̟ВĂЊʟማുă̺႓ ዲă̅Χට֙ݙվї˽ؖၿໜĄϵᆺΏڟᎵ֥ ʰĂΏࠂՀ̾ F ᄚїϵͮដϒ߸ϨĞ͕ă˛ăܒğ ڟʙሣˎѰʡࢷߏ̺Ąఆ྆ੰ֢ފഁĂϓവ͎ 293 ϋੰ֢ĂϱНʟ 280 ϋੰ֢ĂϱНߏ 95.6%Ą҂ਸ਼ ֏˛ 2 ϋᙒࡧၓൎڟੰ֢Ăశݣુ֗Фझੰ֢ 278ϋĄϵؒѿ̟ĂԸؒѬ 38.1%Ă˄ؒѬ 60.8%Ąϵ Б ᚭ ̟ Ă ̾ 26 ֗ 30 ຑ ؚ Ѭ ڟ ̨ ս ྲྀ Ă ྀ 42.4%Ă֏Щސ 21 ֗ 25 ຑჄ 31 ֗ 35 ຑĂ˷ѿѬ 23.0%Ⴤ 28.4%Ąϵᕛ̟Ă̾ᎲձࢷؚѬ̨սశ Ăྀ 38.8% ć֏Щސ҅୩ࢷĂѬ 30.6%ćϔ֏Щސ ᄴĂѬ 16.9%ĄϵБཥ̟ĂᆺΏڟүБཥސ 3 Б 10 ̢Ğ̢̾ࡎ႗Ăүᆵߏ 46.24Ăᆿລ࣯ߏ 31.37ğĂ֏˛˚֗ 1 БڱѬ 14.0%Ă1 ֗ 3 БڱѬ 24.8%Ă3 ֗ 5 БڱѬ 23.7%Ă5 ֗ 7 БڱѬ 16.5%Ă7 ֗9 БڱѬ 8.6Ă9 Б̾ʰڱѬ 5.4%ĄశݣĂϵՉു ݙ̟Ă̾ટࠋؚѬ̨սశĂྀ 52.5%ć˃ደ֏ ЩĂѬ42.8%Ą
Ⴑ఼ڟഁුĈුےവࣤ྆ു
Ⴑ఼ුےڟവࣤ྆ുĂ͟˷ЙͲԏĄ ʙԏĶቴ˽ཥटეķĂʝސఆ྆Ķᘰᓤձսੰ֢ ķჄĶїߏណဆķڟ̟ВĂეႱ఼ڟձսĄ܉ ڱސቜ 173 ѝᕛʡˁϵੰ֢˛ϖᒞ 3 ֗ 6 ͂ьˏ ؖѿʡϵˎѰʰဂᄬїႱ႓୩ڟս˅Ăݣڱ܌ސ ቜ10 ѝˎ੦̖୩ደؖ੦̖୩ደڟࠂՀΡណဆʙሣ ˎѰʡࢷჄ᛫݊ˣڟڑٷծࠕᏃʮվĂᒂࡎ 522 ձսĄʠԏĶཥट˷ٙჄጌ୩ķĂ܌ސᓜቜʙѝ ̖୩ደిˁॲࠂՀΡჄʭѝ̺ˎ੦̖୩ደڟႈˁॲ ࠂՀΡਬဇղձսї።ᎵĂ֥͎ 183 ձսĂഓ ݣϔਬဇղձսїᔪցჄ˷ᘸĄʭԏސĶු ےሡყķĂࠂՀڱळጃ܉ʙ෦ᔪցჄ˷ᘸڟൖَۑ ԏሡყ͎29 ཾᖠάĂѮΥػղᖠά˚ՎુӇϒኌ ػF ᄚїڟڑٷĂϰЪࠂՀڱਬဇ 9 ѝ F ᄚїڟʙ ሣˎѰʡࢷїĂϔቜ 5 ѝ֧྆ˎ੦̖୩ደማ ڟႈˁॲࠂՀΡळጃለї҂ᖠĂൖَʮ19 ᖠ ے1 Ⴑ఼˞ϰশ˷ٙൖَ ϰশʙ ϰশʠϰশʭ ᖠ ά үᆵᆿລ࣯ ୩͂ʡ ࡒϩႱ ےྀΓ ϩႱ Ѻ֙ࡒ ϩႱ 18.ࡌ҆ʨʟཌဇ̟ڟੰᖠĂ൝ˠཌԚĂ̾Њᆭဇ̟ڟ˚ၖႱ 3.67 1.30 .97 -.05 -.02 19.ࡌ҆ʨ൝ˠဇ̟ϫ୩ڟཌᚗჄཏڟჳقĂ̾ऀဇ̟ڟزݪ 3.68 1.34 .95 -.07 -.02 17.ࡌ҆ʨჄဇ̟ຜĂ̾ཌဇ̟ڟၸᆌჄ˚ၖ 3.58 1.28 .91 .10 -.10 20.ࡌ҆ʨ୩ဇ̟ङӷĂպဇ̖Ёᕽ 3.65 1.31 .82 -.12 .14 25.ࡌ҆ʨ͞Њᆭ͂ʡڟႱቐĂպ͂ʡᏗʮվ 3.50 1.34 .64 .14 -.01 15.ࡌ̖ࠞชဇ̟ڟزݪĂ̾˽ཌဇ̟ڟ˚ၖ 3.47 1.40 .61 .32 -.02 16.ࡌ࿙ཐဇ̟Ӱݪॉവ͎վĂ̾ऀزݪ 3.41 1.28 .58 .19 .07 14.ࡌ҆ʨے୪͎ᇥӣăФ߀ʨڟᇁᆺĂ͂ʡဇьˏ୰ΡЁϟණ 3.39 1.42 .02 .95 -.08 13.ࡌ҆ʨےྀᘰᗄڟဘݙĂպဇ̟๐ᚈ֧֗ᘰ̖Ⴤັ᛫ 3.34 1.41 .10 .90 -.11 11.ࡌ҆ʨے୪์রĂ̺൝ˠဇ̟᎑˸ڟوਜ਼ 3.32 1.45 -.06 .88 .08 12.ࡌ҆ʨჳղЁڟབྷĂဇ̟፹ 3.16 1.40 .04 .76 -.03 10.ࡌ҆ʨࣤ୪͎̄ൡڟဘݙĂ̾ۖЪڟᘰ۽ 3.53 1.44 .05 .63 .27 4.֧֗͂ʡ˚̄ൡڟဇݟढĂࡌ҆ʨᐆӻў̖˛ڟ˚ಛӤĂ˚ے୪͎վ 3.82 1.24 -.03 -.03 .89 3.˚ᜍဇ̟ढĂࡌ҆ʨӰьˏڟЁಌᓴᕠਔվĂ˚ˠےྀ 3.74 1.29 -.02 -.12 .87 2.Ⴤဇ̟വΡ˚ಛӤढĂࡌ҆ʨӢॉҍᒐĂᓴӢ˚വ 3.91 1.22 -.07 -.06 .81 8.Ⴤဇ̟വΡ˚ಛӤढĂࡌ౷ձባձڟےྀ๎ՎĂ˚ળʣ̊ϻʡႱ 3.59 1.32 .12 .19 .57 9.ʡႱ͎୪ढĂࡌ௩ٲγ҉͑̾ૡ֙Ăቡጌьˏڟဘݙ 3.69 1.25 .16 .17 .54 1.ဇ͂ʡڟزݪĂࡌ҆ʨѺ֙ўьˏڟ˚ಛӤ 3.69 1.29 .10 .16 .51 Cronbach’s α 0.95 0.93 0.89 ඝĈΏے˞ϰশࡒුĂ۽Promax їଇκᕽළ˞ൖَĄͲԏސĶුےΓВպķĂϵาൎढĂ֧ཐڱ Άळጃුے˛ؚϖᒞڟႱ఼ࡘĂվඟסьˏ ϵԐʙࡘʰʟϻ̖̍ʨĄුے֥ Likert ˲ ᔈුےڟӜВĂΥݞˉڟ̖ʨ(1)֗ݞ˃ڟ̖ ʨ(6)Ąඟ˷ඹĂےΰ֧ཐڱϵˎѰڟʡᄬˣ˛Ă ࡌ͎̿ඹϻڟ̖ʨϵႱቡʰćಲՐ˞Ă҉ސႱ ఼ඹ˃Ąႍ̺ណඟѥ̖୩ࡒጊჄ๐֧ڟੈٲĂϵ ᐆʨڟࠂՀ˛ढढ͟ՎĞЃSarason, John, & Siegel, 1978; Lewinsohn, Mermelstein, Alexander,&MacPhillamy 1985ğĄ ϵϰশ˷̟ٙĂΏࠂՀ֥ᜒ̈́В̺ළϰ˅˷ ٙٲ(iterative principal axis method)ت֥ϰশࡒුĄ ϣढĂΥػϰশФݙڟΓߺᘰ(߱ය྆.60)ĂϰЪ ϵᕽළڟൊୱʰĂ֥శᏺଇκᕽಲٲ(promax)ї ଇκᕽළĄൖَവ୪Ă28 ᖠϰশൖ်˚଼Ăވˠ ̾҂ਸ਼Ăశݣʮ18 ᖠĂ֏ϰশ˷ٙൖَϓФʭϰ শĈ(1)Ķ୩͂ʡڟࡒϩႱķĈ͓Ҥ 7 ᖠĂ֏ Cronbach’sɗߏ.95Ą(2)ĶےྀΓϩႱķĈ͓Ҥ 5 ᖠĂ֏ Cronbach’sɗߏ.93Ą(3)ĶѺ֙ࡒϩႱķĈ͓ Ҥ 6 ᖠĂ֏ Cronbach’sɗߏ.89Ğϰশ˷ٙൖَཏЃے 1 ؚΰğĄ࠷ઠؚФᖠάϫϵʙਔĂ֏ጌුےڟ Cronbach’sɗߏ.96Ąϵݣᛉڟࡎ˷ٙ˛ĂࠂՀڱ̾ Ⴑ఼ڟጌුےĞ҉18 ᖠڟᒂ˷ğվੈ˷ٙĂф ۨ̾ʭϰশ˷ѿվੈ˷ٙĂ֏୩ΥߏĈ(1)ʭϰশ ˞ڟߺᘰ߱ϵ.60 ̾ʰĂߺᘰ۽ᆵ྆Ă࠷ϣढ༊ ػϣʙਟᔪᇁВ˛Ăࣼؐϰߏϓሣؒ྆ڟੰᖠф అЙਟᔪᇁܮڟӯТć(2)ΏࠂՀڟάڟϵ̾ཥປ۳І ୩ባڟណᔈվཌᚗႱ఼Ⴤ֏͂ᝐ˞ᘰ۽Ăфۨ ਆ˚ϣႱ఼˞ᘸѿჄ֏͂ᝐސҏФ˚ϣڟᘰ ᒒؒĄ
֏͂ᝐڟഁු
྄֗ᘲᐖ̿˞̘݊ڟᏜЩ Ķ྄֗ᘲᐖ̘̿݊˞ᏜЩķڟුے۽у Bailey Ⴤ McCollough(2000)ڟࠂՀؚവࣤфЙĂ༄Ͳѝૃձ ʡʨཥປማڟဂਜ਼ߨʡˁĂ̾̅֍ѝˎ੦̖୩ደి ˁॲࠂՀΡїᅷᖠĂశݣᎵ͎ 3 ᖠĈĶϵӨڟˎѰ ˛ĂӨલ྄֗˚ᒿ୩ڟ̘݊ĄķăĶϵӨڟˎѰ ˛Ăલ྄֗ᘲ̾ᐖ̿ڟ̘݊Ąķă̅ĶϵˎѰ˛Ă Өલલ֗زݪڟ̘݊ĄķาൎढĂΥ֧ཐڱळጃ ьˏဇԐʙᖠڟϣ๎ുݙվੈൎĂΥۨલ˚ϣ๎(1)֗ ۨલϣ๎(6)Ăુ˷ඹےΰ֧ཐڱჯߏϵˎѰ˛ඹલ ྄֗ᘲᐖ̿˞̘݊Ą3 ᖠάڟ Cronbach’sɗߏ.92Ą وਜ਼ማڟझ Ķ ڣ ᚈ و ਜ਼ ማ झ ķ ۽ ਪ Baumgartel Ⴤ Jeanpierre(1972)ڟഁු̟ВĂΥࢷˎ̾ьඟڟ̟Вվ ඟѥ֏ѝؚಪռڟማჄዲސҏФझĄߏሂ۳ ᖠά˞ኌ˸ؒĂࠂՀڱಷቜͲѝૃձʡʨཥປማڟ ဂਜ਼ߨʡˁĂ̾̅֍ѝˎ੦̖୩ደిˁॲࠂՀΡվ їᅷᖠĄశݣ 4 ᖠάĈĶӨ࢈ѝဇػࢷˎو ਜ਼ဘݙڟማĂ̾͟ဂᄬོϵˎѰʰĄķăĶӨ࢈ ѝဇػࢷˎوਜ਼ဘݙڟማჄዲĂဇӨڟᐓ҅ݞ ˃ĄķăĶӨ࢈ѝڟማുĂ̾͟ཌӨϵوਜ਼ ᛫݊ढ྄ؚ֗ڟҨᘲĄķă̅ĶጌфՐĂӨ࢈ѝ ဇࢷˎؚಪռڟوਜ਼ဘݙማĂЙझߺ໋ՊЁĄķา ൎढĂΥ֧ཐڱळጃьˏဇԐʙᖠڟϣ๎ുݙվੈ ൎĂΥۨલ˚ϣ๎(1)֗ۨલϣ๎(6)Ăુ˷ඹĂےΰ ֧ ཐ ڱ ჯ ߏ و ਜ਼ ማ झ َ ඹ չ Ą 4 ᖠ ά ڟ Cronbach’sɗߏ.95Ą ьӨၿૡ ΏࠂՀ Lennox Ⴤ Wolfe(1984)ΓݣڟьӨ ၿૡුےĂཎුے͓Ҥ֍ϩݙĈĶቡጌьӨҕ୪ڟ ʨķĞ̾ʮᕏႎĶቡጌьӨҕ୪ķğჄĶဇ͂ʡے ྀїߏڟଃ๐ݙķĞ̾ʮᕏႎĶဇ͂ʡଃ๐ݙķğĂ ܉ڱ7 ᖠĂݣڱ 6 ᖠĂϓࡎ 13 ᖠĄϵᖠάڟᕚᚍʰĂ ߏԑລሂഒჲĂࠂՀڱϱᕭᕚᚍ(back translation) ڟൊୱĂϑΥࠂՀڱઠղᖠάᕚᚍЙ˛̜ĂϔΥ֍ ѝ࠼ࠛჭՁڟർགࠂՀΡᕚᚍϱ࠼̜Ăծఆ྆ਆባĂ ሂסశݣڟᕚᚍڎΏĄϵΓВᖠάڟᎵጅʰĂࠂՀڱ ҂͞ࢨුے˛ϰশࡒුྲྀѳჄᕚᚍ˞ݣჭ๎˚଼ڟ ᖠάĂʮ 10 ᖠĞ֍˷ුےϨ 5 ᖠğĄ༄ΓВފ ഁ Ă ࠂ Հ ڱ ֥ ᜒ ̈́ В ̺ ළ ϰ ˅ ˷ ٙ ٲ(iterative principal axis method)վت֥ϰশࡒුĂ҂ਸ਼ϰশൖ်˚଼ڟʙᖠάĂశݣʮ 9 ᖠĂ͓Ҥ֍ϰ শĂʙސĶဇ͂ʡଃ๐ݙķĂЃĶӨલૃѿʡڟ ˛Ă͎͂ΓڟႱķĂCronbach’sɗߏ.87ćͪ ʙސĶቡጌьӨҕ୪ķĂЃĶӨവ୪Өઊቡጌьˏ ڟїߏĂ̾ᐖڟࡌԑĄķĂCronbach’sɗߏ.78Ă ЪൖَჄ Lennox Ⴤ Wolfe(1984)ؚവ୪ڟʠϰশൖ် ސʙڟĄ֍ϰশ˞ߺᘰߏ.49Ă˚э྆Ăצ̾͟ عϵϣʙਟᔪᇁܮ˛ї˷ٙĄ Ⴑ႑
ΏࠂՀڟႱ႑ුےϓ4 ᖠĂ۽Ꮅь Sheu(1995) ᕚᚍь Maslach Ⴤ Jackson(1986)ڟĶˎѰࡾݧුےķ (Maslach Burnout Inventory, ᕏ ႎ MBI) Ă ϔ ਪ Chen(2000)ڟڎΏࡏфЙĄϓࡎ 4 ᖠĈĶӨᚈુӨ ڟˎѰӨ๐ޝ႑ĄķăĶˎѰʙጌ̈ݣĂӨ๐֗ ႠঀʨၾĄķăĶʙОਔվĂ๑֗ʬࡌဇʙ̈ڟˎ Ѱ Ă Ө ᚈ ુ ঀ ண Ą ķ ă ̅ Ķ Ө ဇ ˎ Ѱ ๐ ֗ ̖ ʨ κ ĄķΥ֧ཐڱ̾ʜᔈුےဇػԐࡘؚവΡڟЩ ᆵїඟסĄ4 ᖠڟ Cronbach’s ɗߏ.91Ą ૡ֙ᝐ ؒѿჄБཥ֍ࠧುᝐĂФ͟ဇࢷˎڟ Ⴑ఼˃ˉჄႱ႑ᙒࡧݙ୰ΡྱഁझَĄϵؒѿ ̟Ă௨ϻࠂՀݾ͎ؒѿဇػႱڟےྀă୩ă ̅ቡĂఅЙᆇᛪĄЃ Siegler Ⴤ Siegler(1976)ࠂՀ ݾ͎˄ؒϵჄʡˣढĂࣤ୪͎ԁϻڟຣ(warmth) Ⴤᜍ(liking)ĄMaslach Ⴤ Jackson(1985)܌വ୪˄ؒ ϵႱ႑ڟᙒࡧുݙʰࡌػԸؒĄϵБཥ̟Ă Бཥڢ̆ގ͎ࢷˎڟˎѰ༄ĂϰЪ౷ʙБཥྲྀ ڟࢷˎфՐĂઅػˎѰ༄ڟணፖĂϵʡᄬˣढ ͟߀ོϨႍႱቡڟ༄ٲ܌Ăވ˚ᄯࡌӹ٧ ̊ ϻ ڟ ̖ ʨ ϵ Ⴑ ఼ ʰ Ă ʶ ྲྀ ˚ ࣠ ؾ ࡾ ݧ Ą Anderson Ⴤ Iwanicki(1984)̾̅ Kilpatrick(1989)ڟࠂՀ ߱ݾ͎ࢷˎϵˎѰ˛ڟ༄ϻကؖБཥ഻ĂჄႱ ႑ऀऀߺᘰĄᜦػؒѿჄБཥ͟ဇႱ఼Ⴤ Ⴑ႑అЙᆇᛪĂΏࠂՀϵਟᔪᇁܮ˛ઠ֍ࠧು ᝐ͑̾ૡ֙Ą
ࠂՀൖَ
ߺᘰ˷ٙ
ߺᘰ˷ٙ˞ൖَЃے 2 ؚΰĄ౷ૡ֙ᝐфՐĂ ؒѿჄႱ఼ծഒൿڟࡒߺᘰ(r = -.09, n.s.)ĂѮБ ཥჄႱ఼ጌФൿڟΓߺᘰ(r = .14, p < .05)Ą ౷܉༊ᝐჄႱ఼ڟߺᘰфՐĂ྄֗ᘲᐖ̘̿݊ ڟᏜЩჄႱ఼ҕൿڟΓߺᘰ(r = .18, p < .05)Ă ڣᚈوਜ਼ማझʶჄႱ఼ҕൿڟࡒߺᘰ(r = -.15, p < .05)ĂЪʙൖَۑԏ̛ݻʟ H1 Ⴤ H2Ą౷Ⴑ ఼ჄႱ႑ڟߺᘰфՐĂႱ఼ჄႱ႑ҕ ୪ൿڟΓߺᘰ(r = .24, p < .01)ĂЪʙൖَۑԏ̛ݻ ʟH3Ą ے2 Ϩᝐ˞ࡘࡎࢄჄߺᘰ۽ᆵঐਲ (N=278) ᝐ ࡘࡎࢄ ߺᘰ۽ᆵঐਲᆺΏᆵ үᆵ ᆿລ࣯ A1. A2. B1. B2. C1. C2. D1. E1.
ૡ֙ᝐ A1.ؒѿ -275 -- -- -- A2.Бཥ (̢̾ࡎ႗) -259 46.24 31.37 -.23** -- ܉༊ᝐ B1 ྄֗ᘲᐖ̿˞̘݊ڟᏜЩ -278 12.54 3.42 -.12 -.02 (.92) B2.ڣᚈوਜ਼ማڟझ -276 16.19 4.20 -.10 -.08 -.05 (.95) ቡᝐ C1.ьӨၿૡ(ဇʡଃ๐ݙ) -274 17.07 3.48 -.01 -.00 -.04 -.01 (.87) C2.ьӨၿૡ(ቡጌьӨҕ୪) -266 21.28 3.39 -.07 -.08 -.03 -.12* -.49** (.78) Ⴑ఼ D1.Ⴑ఼ -265 64.14 18.32 -.09 .14* -.18* -.15* -.03 -.22** (.96) ൖَᝐ E1.Ⴑ႑ -273 13.38 5.77 -.02 -.05 -.14* -.29** -.01 -.20** .24** (.91) *p<.05;**p<.01。在性別上,男性為 0,女性為 1。括號內的數字為該量表之 Cronbach’s α。
྄֗ᘲᐖ̘̿݊ᏜЩăڣᚈوਜ਼ማझă
̅Ⴑ఼˞ᘰ۽
(H1 Ⴤ H2 ˞ᘌ)
྄֗ᘲᐖ̘̿݊ᏜЩăڣᚈوਜ਼ማझă̅ Ⴑ఼˞ᘰ۽ĂΥے 3 ͎͟Ă౷Ⴑ఼фՐĂૡ ֙ʟؒѿჄБཥݣĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄوਜ਼ ማڟझ߱ဇႱ఼ФൿڟྱഁझَĂ܉ڱڟ ᆿລ˽β ߏ.19 (p < .01)Ăݣڱڟᆿລ˽ β ܌ߏ-.13 (p < .05)ĄಲՐ˞Ăᘲᐖ̿˞̘͎݊୪ڟᏜЩඹĂؖࢷ ˎڣᚈ֗ڟوਜ਼ማझඹѳĂ܌Ⴑ఼ඹ˃ĄH1 ჄH2 ߱ુ֗ʟ̛ݻĄႱ఼ჄႱ႑˞ᘰ۽
(H3 ˞ᘌ)
Ⴑ఼ဇႱ႑ڟྱഁझَĂΥے 3 ˞ M2 ͎͟Ă౷Ⴑ఼фՐĂૡ֙ʟؒѿჄБཥݣĂ Ⴑ఼ဇႱ႑˫ФൿڟΓϩྱഁझَĞŔR² = .06Ăɘ=.24Ă p < .01ğĄಲՐ˞ĂႱ఼ඹ˃Ă Ⴑ႑ඹᙒࡧĄH3 ુ֗ʟ̛ݻĄႱ఼ڟ˛˭झَ
(H4 Ⴤ H5 ˞ᘌ)
ळጃBaron Ⴤ Kenny(1986)ڟណᔈò˭झَᐖஒ ϫͲନχĈ(1)܉༊ᝐဇ˛˭ᝐ֎Фൿڟྱഁ झَć(2)˛˭ᝐဇൖَᝐ֎Фൿڟྱഁझَć (3)܉༊ᝐဇൖَᝐФൿڟྱഁझَć(4)ϣढઠ ܉༊ᝐჄ˛˭ᝐ͑ʣਟᔪᇁܮ˛Ă܉༊ᝐڟྱ ഁझَᝐુ˚ൿĄ Υے 3 ͎͟Ă(1)྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄڣ ᚈوਜ਼ማझĞ܉༊ᝐğ߱ဇႱ఼Ğൖَᝐ ğ֎ФൿڟྱഁझَĂʙନχЙγĄ(2)Ⴑ ఼Ğ˛˭ᝐğဇႱ႑ʶФൿڟྱഁझَĂ ʠନχЙγ(M2)Ą(3)྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ ڣᚈوਜ਼ማझ߱ဇႱ႑֎Фൿڟྱഁझ َĂ֏˛྄֗ᘲᐖ̿˞̘݊ڟᏜЩڟᆿລ˽ɘߏ.14 (p < .05)Ăڣᚈوਜ਼ማझڟɘ܌ߏ-.28 (p < .01)Ă ʭନχЙγ(M1)Ą(4)ϵਟᔪᇁܮ˛ϣढعʣ྄֗ᘲ ᐖ̿˞̘݊ڟᏜЩăڣᚈوਜ਼ማझă̅Ⴑ఼ Ăൖَവ୪Ⴑ఼ဇႱ႑ڟྱഁझَႰݻ ൿ(ɘ=.19, p < .01)Ă྄֗ᘲᐖ̿˞̘݊ڟᏜЩڟྱഁ झَᝐુ˚ൿ(ɘ=.11, n.s.)Ăфڣᚈوਜ਼ማझڟ ྱഁझَ܌Ⴐݻൿ(ɘ=-.27, p < .01)ĂͲନχฉ ఋ˷Йγ(M3)Ąळጃ James Ⴤ Brett(1984) ڟណᔈĂ໋ ܉༊ᝐӇϒఆ྆˛˭ᝐфᆇᛪ֗ൖَᝐĂ ͩĶӇϒ˛˭झَķ(complete mediation)Ą໋܉༊ᝐ ˚ฉఆ྆˛˭ᝐфᆇᛪ֗ൖَᝐĂԁڢ ᆇᛪ֗ൖَᝐĂͩĶఋ˷˛˭झَķ(partial mediation)ĄϵΏࠂՀ˛ĂႱ఼ဇػ྄֗ᘲᐖ̿˞ ̘݊ڟᏜЩჄႱ႑˞ᘰ۽ĂФӇϒ˛˭झَĂH4 ے3 Ⴑ఼ă܉༊ᝐă̅Ⴑ႑˞ᘰᒒؒ(H1-H5 ˞ᘌ) Ⴑ႑ Ⴑ఼ M1 M2 M3 ૡ֙ᝐ ؒѿ -.08 -.01 -.02 -.02 Бཥ -.12 -.05 -.06 -.06 Ğ△ ğ R² (.02) (.00) (.00) (.01) ܉༊ᝐ ྄֗ᘲᐖ̘̿݊ڟᏜЩ -.19** .14* -.11 ڣᚈوਜ਼ማڟझ -.13* -.28** -.27** Ⴑ఼ -.24** -.19** Ğ△ ğ (.05)** R² (.10)** (.06)** (.14)** ϫࡎR² -.08 .10 -.06 -.14 ቡጌݣR² -.06 -.08 -.05 -.12 F ࢄ -4.871** 6.705** 5.249** 7.748** ьΥݙ 4,241 4,248 3,238 5,235 *p < .05ć **p < .01 Ąے˛ΐΈ( )ڟᆵЅߏᆿລ˽ β ۽ᆵćΈ( )ڟࢄ܌ߏ R²△ Ąુ̛֗ݻćဇػڣᚈوਜ਼ማझჄႱ႑˞ᘰ ۽Ă܌Фఋ˷˛˭झَĄH5 ુ֗ఋ˷̛ݻĄ
ьӨၿૡڟቡझَ
(H6 ˞ᘌ)
Υے 4 ͎͟ĂϵьӨၿૡဇػ྄֗ᘲᐖ̿˞݊ ̘ڟᏜЩჄႱ఼˞ᘰ۽ڟቡझَڟᘌʰĂૡ ֙ʟؒѿჄБཥݣĂշӕϵਟᔪᇁܮ˛༊ʣ܉༊ᝐ ă ቡ ᝐ ă ̅ κ ˣ Ѱ ᝐ (Baron & Kenny, 1986)Ăൖَവ୪Ĉ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄဇ͂ʡ ଃ๐ݙڟκˣѰဇػႱ఼˚֎ྱഁझَ(ɘ=-.10, n.s.)ć྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄቡጌьӨҕ୪ڟκ ˣѰဇػႱ఼ጌ܌֎Фൿڟྱഁझَ(ɘ =.19, p < .05)ĄΥЪណ˞Ăဇ͂ʡଃ๐ݙڟьӨၿૡဇ ػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼˞ᘰ۽Ăծഒ ൿڟቡझَćѮቡጌьӨҕ୪ڟьӨၿૡဇػ྄ ֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼˞ᘰ۽Ă܌֎Ф ൿڟቡझَĄH6 ુ֗ఋ˷̛ݻĄ ߏʟʙԏᑣཌቡझَڟܮဘĂΏࠂՀї Kuo Ⴤ TsaurĞ2004ğڟѰٲĂळጃ྄֗ᘲᐖ̘̿݊˞ ᏜЩڟүᆵઠ֧ཐڱ˸సЙ˷Ⴤѳ˷֍༐Ă ʬळጃቡьӨҕ୪˞үᆵઠ֧ཐڱ˷ߏ˷ Ⴤѳ˷֍༐ĄЃЪ҉̾͟ӜЙĶăѳăѳ ăѳѳķͲႍϫĄ࠷ઠͲႍϫϵႱ఼ʰ ڟүᆵ႗͎ĂїᗲĂ҉͟ુ֗ 3 ڟൖَĄΥ 3 ͟വ୪Ă౷ቡьӨҕ୪ʨྲྀڟ֧ཐڱф ՐĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩဇႱ఼ڟ˃ˉФΓ ϩྱഁझَćಲՐ˞ĂဇػቡьӨҕ୪ʨྲྀڟ ࢷˎվჳĂ྄֗ᘲᐖ̿˞̘݊ඹϻĂ܌Ⴑ఼ඹ ˃ĄФቸڟސĂ౷ቡьӨҕ୪ʨྲྀѳڟ֧ཐڱф ՐĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩဇႱ఼ڟ˃ˉծഒ ྱഁझَćಲՐ˞ĂဇػቡьӨҕ୪ʨྲྀѳڟࢷ ˎվჳĂ˚ባ྄֗ᘲᐖ̿˞̘݊ڟᏜЩސϻސ̍Ă ࡌྲྀ˃ڟ̖ʨվїႱ఼Ąࢨϑ H6 ྱ ഁڟФᔈ˚̊ʙĂьӨၿૡϵЪѭ̽വಮʟͪʙ ႍӜВڟቡझَĄਆባ
ΏࠂՀཐ̾Ķཥປ۳І୩ባķߏઅᕃĂਆˎ ѰᑗᝐĞ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄڣᚈوਜ਼ ማझğăѿ࣯୴ĞьӨၿૡğăႱ఼ă̅ൖ َᝐĞႱ႑ğڟᘰᒒؒĄൖَവ୪྄֗ᘲᐖ̿ ˞̘݊ڟᏜЩჄڣᚈوਜ਼ማझ̾͟ൿڟྱഁ Ⴑ఼ĞH1 Ⴤ H2 ЙγğĂႱ఼̾͟ൿڟྱഁ Ⴑ႑ĞH3 ЙγğĄႱ఼ϵ྄֗ᘲᐖ̿˞̘݊ ے4 ьӨၿૡ˞ቡझَ(H6 ˞ᘌ) Ⴑ఼ ૡ֙ᝐ ؒѿ -.09 Бཥ -.11 ĞŔR²ğ (.03)* ܉༊ᝐ ྄֗ᘲᐖ̘̿݊ڟᏜЩ(DIF) .17** ĞŔR²ğ (.03)** ቡᝐĈьӨၿૡ ဇ͂ʡଃ๐ݙ(SM1) -.10 ቡጌьӨҕ୪ (SM2) -.25** ĞŔR²ğ (.05)** κˣѰᝐ DIF×SM1 -.10 DIF×SM2 -.19* ĞŔR²ğ (.03)* ϫࡎR² -.13 ቡጌݣR² -.10 F ࢄ 4.782** ьΥݙ -7, 227 *p < .05ć **p < .01 Ąے˛ΐΈ( )ڟᆵЅߏᆿລ˽ɘ۽ᆵć Έ( )ڟࢄ܌ߏŔR²Ą 67.12 66.36 63.19 57.41 52.00 54.00 56.00 58.00 60.00 62.00 64.00 66.00 68.00 低分組 高分組 ྄֗ᘲᐖ̘̿݊ڟᏜЩ Ⴑ ఼ 3 ቡьӨҕ୪˞ьӨၿૡဇػ྄֗ᘲᐖ̘̿݊ ڟᏜЩჄႱ఼˞ڟቡझَ! ቡьӨҕ୪ ˞ьӨၿૡ ˷ ѳ˷ڟᏜЩჄႱ႑˞ФĶӇϒ˛˭झَķĞH4 Й γğĂϵڣᚈوਜ਼ማझჄႱ႑˞܌ФĶఋ ˷˛˭झَķĞH5 ఋ˷ЙγğĄЪʹĂьӨၿૡ˛ڟ ĶቡጌьӨҕ୪ʨķ̾͟ቡ྄֗ᘲᐖ̿˞̘݊ڟ ᏜЩჄႱ႑˞ᘰ۽ĂѮቡڟ̟ϩჄࢨϑྱೈ˚ ̊ߺϣĞH6 ఋ˷ЙγğĄࠂՀൖَჄĶཥປ۳І୩ ባķڟྱഁ˃ஒϫĄਬဇࠂՀൖَĂ̾ʮಪ͎֍ᔈ ਆባĈ ʙĂߏѤڣᚈوਜ਼ማझ˚ฉఆ྆Ⴑ఼ ڟ˛˭झَᆇᛪႱ႑ĂԁڢᆇᛪႱ ႑Ğఋ˷˛˭ğĉࠂՀڱჯߏ͟ڟࢨϰϵػĈڣᚈ وਜ਼ማझဇػࢷˎڟᆇᛪվь֍ఊࣷĂʙސ ဂ ቴ झ (tangible effect) Ă ͪ ʙ ސ ̖ ୩ झ (psychological effect)Ąဂቴझ๎ݾཎوਜ਼ማ̾ဂ ᄬ֞҅ࢷˎ୩ˎѰʰ྄ؚ֗ڟੰᖠĂ̾ѳࢷˎϵ ˎѰʰؚڟ̖ʨĂф̍ᐆʨ̆ᐖڟᙒࡧുݙ----ಲՐ˞Ăوਜ਼ማؚળվڟဂቴझʝސఆ྆Ⴑ఼ ڟ̖୩ጣുфᆇᛪ֗Ⴑ႑Ą̖୩झ܌๎ ݾوਜ਼ማ̾͟ࢷˎ๐ᚈьˏ̛֧֗ݻăુ֗ڻ סăᑕુࡧĂ̾ڢ̍ࢷˎᐆʨ̆ᐖڟᙒࡧുݙ---ಲՐ˞Ăوਜ਼ማؚળվڟ̖୩झʝސڢᆇ ᛪႱ႑ڟ˃ˉĂфۨఆ྆Ⴑ఼фᆇᛪ֗ Ⴑ႑Ąᒂ˞ĂΥػوਜ਼ማڟझϣढაʟဂ ቴझჄ̖୩झĂͺ̾͟ఆ྆Ⴑ఼ᆇᛪ Ⴑ႑Ăʶ̾͟˚Ⴑ఼ڢᆇᛪႱ႑Ą ʠĂᓶഓĶьӨၿૡķ˞ĶቡጌьӨҕ୪ ʨķဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄႱ఼˞ᘰ۽ ֎ФቡझَĂѮߏѤቡڟ̟ϩჄࢨϑྱೈڟ˚ ϣĉ͟ڟࢨϰϵػĈቡጌьӨҕ୪ʨѳڟࢷˎĂ ဇػʡᄬˣڟˎѰĂ˚ባᘲؾϻကĂࡌݞ˃ ڟ̖ʨĂϰЪ˚႓ؚ͂ဇڟᘲᐖ̿˞̘݊ސϻސ ̍Ă͂ʙᆺࡌۆݞ˃ڟ̖ʨվᐖ̿ĂԠ˧ᅄ࣯ ѿĄэػቡጌьӨҕ୪ʨڟࢷˎϵဇʙৡ̘݊ ྲྀߏኽᄆ౷ᇣĂ˚ᄯ̊˃ڟ̖ʨĂѮϵဇᘲᐖ ̿ڟ̘݊ढĂᏍൿᘲᐖ̿˞̘͎݊୪ڟᏜЩඹĂཎ ࢷˎؚڟ̖ʨۯඹ˃ćϰЪĂᘸࢷˎဇػʡᄬ ˣˎѰؚ͎̿ڟ̖ʨĂᏍൿᘲᐖ̿˞̘͎݊୪Ꮬ Щڟᅨϻф͑˃ĄэػĶьӨၿૡķ˞Ķဇ͂ʡےྀ їߏڟଃ๐ݙķߏѤဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ Ⴑ఼˞ᘰ۽˚֎ቡझَĉ֏͟ࢨϰϵػĈဇ ͂ʡےྀїߏڟଃ๐ݙސʙႍ˱ϵ̖୩ڟ̆ᐖĂф˚ ࠷ቡጌьӨҕ୪ʨڢ̆ᐖϵʡʹڟႱے ୪ʰĂϰЪဇᆇᛪᘲᐖ̘̿݊˞झَФࡩĂ֏ቡझ َʶϰф˚ൿĄЪʹĂଃ๐ݙ๎ʡ࣠ؾ ๐ ޗ ֗ ͂ ʡ ڟ Ⴑ(Hatfield, Cacioppo, & Rapson, 1994)ĂϰЪĂဇ͂ʡଃ๐ݙڟࢷˎϵဇᘲᐖ̿ڟ ̘݊ढĂ̆ф͟ᄯࡌۆʰʙסുݙڟ̖ʨվቡ ʡ֧֗๐ޗڟࡒϩႱĂ͟ذ॑ଃ๐ݙڟሥቐ ѰĂϰфѳ֏ဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ Ⴑ఼˞ᘰ۽ڟቡझَĄઅػ̾ʰ୩ΥĂࢨϑ௩ ѭ̽ФΓڟΆࡌĄ ϵࠂՀࡩ֙ჄΐվࠂՀ̟ϩʰĂࡶϑĂΏࠂՀӇ ϒьඟුےվїࠂՀĂ̸ϵʙढᔈފഁĂ͟ ୰Ρϓϣ̟ٲᝐ୴(common method variance)ڟੰ ᖠĄᓶഓΏࠂՀ˛ؚവ୪ڟ˛˭झَჄቡझَݞᘲ ϓϣ̟ٲᝐ୴ڟ୩Υվ͑̾ཌᚗĂфФղࠂՀڱʶ ჯߏϓϣ̟ٲᝐ୴ؚఅЙڟੰᖠᐖ˚Ѓ๑࿋˛ڟᙒࡧ (Վ Crampton & Wangner, 1994; Kline, Sulsky, & Derver-Moriyana, 2000)ĂѮߏʟሂ۳ΏࠂՀൖَΐ֧֗ϓϣ ̟ٲᝐ୴̊˃ڟᆇᛪĂࠂՀڱ֥Ķܤ۞̪ϰশഁ ཐ ٲ ķ(Harman’s one-factor test)վїᐮഁĞPeng, Kao & Lin, 2006 ć Podsakoff, Mackenzie, Lee, & Podsakoff, 2003ğĄཎ̟ٲڟുӕߏĈઠؚФࠂՀᝐ ڟᖠάʙਔїϰশ˷ٙĂϵΐᕽළ(unrotated)ڟڑٷ ʮĂշጃϰশᆵάڟϻကվҀᔞϓϣ̟ٲᝐ୴ڟᙒࡧ ؒĄ࠷Ъʙഁཐͫુ֗ʙϰশĂؖુ֗ᆵϰ শ Ă Ѯ ֏ ˛ ʙ ϰ শ ސ Ķ Ⴃ ϫ ϰ শ ķ Ğgeneral factorğĂͺཌᚗʟ˃ఋ˷ഁුᝐڟ̺ࡌᝐ୴Ă܌Ф ᙒࡧڟϓϣ̟ٲᝐ୴˞༲Ąఆ྆ʰࡘᐮഁĂਬဇΏࠂ ՀؚФࠂՀᝐڟᖠάїϰশ˷ٙĂൖَവ୪ϵΐ ᕽළڟڑٷʮĂϓુ֗ය྆ʙ̾ʰڟϰশĂʙ ϰশڟཌᚗᝐ୴ුฉѬ 29.87%ĂфؚФႱ఼ڟᖠ άϵʙϰশʰڟࡒු߱ය྆.50Ă֏ᖠάϵ ʙϰশڟࡒු෦قѳػ.50Ğฉʭᖠάڟϰশ ࡒු˭ػ.30-.40 ˞Ă֏߱ˉػ.30ğĄΥЪណ ˞Ăϓϣ̟ٲᝐ୴ϵΏࠂՀ˛ծΐఅЙᙒࡧڟੰᖠĄ ዑ႓ЃЪĂϵΐվࠂՀ˛֥̾͟ᒃ௱ࠂՀڟൊୱĂ ϵ˚ϣढᔈվїഁුĄսЃĂʙढᔈĂϑ ഁු྄֗ᘲᐖ̿˞̘݊˞ᏜЩăڣᚈوਜ਼ማझ ᝐćʠढᔈĂϔഁුႱ఼ჄႱ႑Ă ЃЪ̾͟ᄆϓϣ̟ٲᝐ୴ڟੰᖠĄ ֏ЩĂϵΏࠂՀ˛Ăฉ̾ьӨၿૡվੈߏ྄֗ᘲ ᐖ̿˞̘݊˞ᏜЩჄႱ఼˞ቡᝐĂϵᕿݣڟ ࠂՀ˛Ăؖ௨̾͟ঽʣ֏͂ڟʡ५ᆉੈߏቡᝐ
Ă ቝ Ѓ ̾ ᕑ ߏ અ ᕃ ڟ ь (organizational-based self-esteem)(Pierce, Gardner, Cummings, & Dunham, 1989) ă ᔪ ϰ (causal attribution)(McAuley, Duncan, & Russell, 1992) ă ʡ ि ڟ ˤ ˃ ५ ቴ ᇁ В (five factor model)(Digman, 1990) ă य ̖ ь Ө ඟ ᅋ (core self-evaluations)(Judge, Erez, Bono, & Thoresen, 2003)ă Ⴑ ๐ ޗ(emotional contagion) (Hatfield, Cacioppo, & Rapson, 1994) ă Γ ࡒ ϩ Ⴑ ؒ (positive affect and negative affect) (Watson, Clark, Tellegen, 1988)Ą
ʭĂႱ఼ჄႱ႑˞ᘰ۽Ăސҏගڑٷ ф୴ĂϵΏࠂՀ˛ծΐਆĄቝЃĂ໋ʙሣʡࢷ їʟႱ఼Ăфુ֗Γڟϱ㑞ĞЃᑕુ᛫݊Γ ϩڟϱ㑞ăᑕુՊЁڟᑼğĂݸັཥປ۳І୩ባڟ ណ ᔈ Ă ႍ ϱ 㑞 ѭ ̽ ސ ʙ ႍ ཥ ປ ڟ ᑕ ુ(Hobfoll & Shirom, 2001)Ăͺސҏ̾͟ሥཌႱ႑ڟᙒࡧുݙ ֹĉʬЃĂ໋ʙሣʡࢷߏʟႱ఼̖ʨݣĂ ࠷ᕑઊಪռʙࣈ֙ݙ˽ڟࢷˎᄄዲ૩ފվ֞҅֏ ୵ႱĂ܌Ⴑ႑ڟᙒࡧുݙސҏѳֹĉ̾ ʰੰᖠĂ߱ФݟΐվࠂՀʙԏڟਆĄ ͲĂΏࠂՀઠႱ఼ߨסߏʙႍĶ̖ʨڟ̿ ͎ķĄϵഁුʰĂߏʟ̆ގ͎Ъʙ؈ĂࠂՀڱਪ ྆͞Фᘰᐆʨڟഁු̟ВĞSarason, John, & Siegel, 1978; Lewinsohn, 1985ğڢቜ֧ཐڱਬဇ࠷˓Ⴑቡ ڟࡘĂඟѥ֏Ķ̖ʨڟ˃ˉķĄዑ႓ϵΏࠂ Հ˛ĂЪႍഁු̟Вሂဂ̆ގ͎Hochschild(1983)ဇ Ⴑ఼ڟࢨ๎ĂфࠂՀൖَʶ˃ϻ̛ݻࢨϑڟ ௩ĂծჄ྆͞Ⴑ఼ڟࠂՀൖَߺқϫĄഓфڢ ቜ֧ཐڱਬဇĶ̖ʨڟ˃ˉķїඟѥĂސҏሂ ဂઊ̆ގ֏Ⴑ఼ڟ˃ˉĂЪʙੰᖠФᎦΐվԁ ϻझݙࠂՀᘌጃڟணፖĄ శݣĂΏࠂՀฉᎵ֥ʟʙࣜᄚїڟʙሣʡࢷੈ ߏࠂՀဇණĂᓶഓϵ֥ᆺʰஒϫHochschlid(1983)ؚϖ ᒞڟ˲˃ᘸݙႱ఼ˎѰᘸܮĂфؚФᆺΏ߱վ ьʙᕑĂʶ̾͟ᓗѻᕑؖ୰ϰশဇࠂՀൖَ అЙڟ˓ᔙĄഓфĂЪႍѰٲܓʶࡩ֙ʟΏࠂՀڟᘸ ૰ؒĄϵΐվڟࠂՀ˛Ă͟Ꮅ֥վь˚ϣᕑؖ୰ ڟᆺΏĂ̾ಪࠂՀൖَڟᘸ૰ؒĄ ϵ႓୩ဂਜ਼ڟ๎ʰĂΏࠂՀവ୪Ⴑ఼Ⴤ Ⴑ႑ސऀऀߺᘰڟĄᜧػႱ఼ዲႱ ႑ĂфႱ႑ဇػࢷˎڟˎѰझʬ୰Ρߺ໋ࡒ ڟᆇᛪ(Cordes & Dougherty, 1993)Ă႓୩ڱؖ௨̾͟ ૃѳႱ఼ൿ̙Ă̾թႱ႑വΡĂ֏֎ڟ ੈٲФĈ(1)ఆ྆ФझڟၷᎵൊୱĂӲ͎֎ФݙႱ ቡʨڟࢷˎĂΥػᘸࢷˎϵဇʡᄬˣڟˎ Ѱψਜ਼ढĂઊኽᄆ౷ᇣڟ୩ьˏჄ͂ʡڟႱĂ ϰЪϵႱ఼ʰ˚̊ϻ̖ʨĂʶ̨ྲྀ˚ఞ ʣႱ႑ڟҨĄ(2)઼͑وਜ਼ဘݙڟማĂպࢷˎ ϵဇ̘݊ढĂ֎రԁڟʡᄬˣӬͽĂЃЪʙ վĂؖ௨̍͟ϵႱ఼ʰؚۆڟ̖ʨĄфΥΏ ࠂՀؚവ͎ࣤڟႱ఼ුےĂؖ௨͟ఆ྆ʙԏ˞ ۬ݙჄझݙڟࠂՀ˷ٙĂവࣤߏඨᔞăඟѥăߥэྱ ഁΏˀᄚїʙሣوਜ਼ʡࢷˎѰࡾݧڟݾᆿĂ̾ҁߺ ᘰʡʨཥປ߀Ⴤ֙ݙڟዲʣĞЃማࡎഫăᐆʨ႓ ୩̟रăࢷˎ̟֞҅रğĄ
ۣඝ
(1)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ ೈ ͐ ባ ̜ ষ ̕ ཥ ट ࣲ ˛ ̾ emotional labor Ⴤ difficult customer їĂൖَവ୪ϵΓВڟደ ೈ͐˛ĂฉФBailey Ⴤ McCollough(2000)ਆႱ ఼Ⴤᘲᐖ̘̿݊ڟᚊᖠĄѮސཎሕ̜ణʝސ̾و ਜ਼ʡࢷ྄֗ᘲᐖ̘̿݊ڟᏜЩჄ̆ᐖĞЃᖔ୪ ăᕽ٧๎ğੈߏႱ఼ڟݾᆿĂ̸ͫਬဇ ੰ֢ᖠάੈᕏڟࡘࡎĂծΐΓ͞ਆ྄֗ ᘲᐖ̘̿݊ჄႱ఼˞ᘰ۽Ą (2)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ ೈ ͐ ባ ̜ ষ ̕ ཥ ट ࣲ ˛ ̾ emotional labor Ⴤ human resource їĄൖَവ୪ĂϵΓВደ ೈ͐˛̾סුՏѓਆႱ఼Ⴤʡʨཥປ႓୩ᚊ ᖠڟࠂՀฉФʭሕĄ֏˛ʙሕސਆ˚ϣؒѿڟʡ ʨཥປટˎѰڱϵႱ఼ʰڟ࣯୴ĞSimpson & Lenoir, 2003ğĂͪʹ֍ሕސਆڪჄཽᇅձ ᕑ˛ѳႱ఼ˎѰڱဇ˴ͧʡʨཥປ႓୩ ̟ र ڟ ೈ ݟ Ф Ѥ ࣯ ѿ ĞLin & Chang Ă 1996, 2002ğĄਸ਼Ъ˞ʹĂծԠФደࠂՀ̾סුڟ̟В ਆʡʨཥປ႓୩˛وਜ਼ማझჄʙሣʡࢷ Ⴑ఼ڟᘰᒒؒĄ(3)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ ೈ͐ባ̜ষ̕ཥटࣲ˛̾emotional labor Ⴤ self-monitoring їĄൖَവ୪ĂϵਆႱ఼ ჄьӨၿૡ˞ᘰ۽ڟೈ͐ባ̜˛Ăख़̅ьӨၿૡჄ ֏͂ᝐ˞κˣѰझَڟࠂՀࡎФʭሕĞLin & Chen, 1997ćAbraham, 1998; Wharton, 1993ğĄѮ
ʭሕ߱ސਆьӨၿૡჄႱ఼˞κˣѰဇ ػࢷˎˎѰے୪Ⴤ̖୩̆ᐖĞˎѰၖ๎ݙăႱ ႑ğ˞ྱഁझَĂծΐख़̅ˎѰ५ؒჄьӨၿૡ˞ κˣѰझَސҏྱഁႱ఼˞ᚊᖠĄ
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Ҕנঝ҅୩ά܉ψᕛػٍҔ˃ደ̖୩ՁĂߏγͮដ˃ደ̖୩ደిˁĄࠂՀሒ˛ϵˎѰႱăˎѰࡾ ݧă̅ഒझᄴዲᚊᖠĄደባ̜ೆവےػ˛ർ̖୩ደ͐ăΏˀ̖୩ደࠂՀăՉჄ̖୩ࠂՀĄ
Tsung-Yu Wu is an assistant professor of Department of Psychology, Soochow University. He received his PhD in psychology from National Taiwan University. His primary interests include work emotion, burnout, and ineffective leadership. His recent papers were published in Chinese Journal of Psychology, Indigenous Psychological Research in Chinese Societies, and Journal of Education & Psychology.
ኒѲᐈά܉ψػγͮដ˃ደ̖୩ደՁဲࠂՀؚĂ࢙Ձ̺ψჄؚĂߏγͮដ˃ደ̖୩ደࠂՀؚిˁĄ ࠂՀ̺ᖠ˛ϵᄴዲăᕑჯϣăᕑ؛ăό̜˽ă̅ർʡ̜˽ᅋࢄჄ႓୩Ąደባ̜ʤȈሕവےػ˱ ʹϨ˛ă࠼̜ೈ͐ʹĂͪФࠂਆባ̜ʙлሕăટൿʞ͋Ă֏ࠂՀЙَλᑕુϻደൿѰᇩĄ
Bor-Shiuan Cheng is a professor and chairman of Department and Graduate Institute of Psychology at National Taiwan University, where he received his PhD. His primary research interests include leadership, organizational identification, commitment, and organizational culture in Chinese organizations. He has published in journals such as Organizational Science, Journal of International Business Studies, Personnel Psychology, Journal of Cross-Culture Psychology, and Indigenous Psychological Research in Chinese Societies.
The Relationships Among Frequency of Encountering
Difficult Customers, Perceived Service Training Utility,
Emotional Labor, and Emotional Exhaustion ---- The
Viewpoint of “Conservation of Resources Theory”
Tsung-Yu Wu
Soochow University
Bor-Shiuan Cheng
National Taiwan University
Paper No: 2241Received July 26,2004 → First Revised March 2,2006 → Second Revised July 14,2006 → Accepted August 4,2006 The study explored the relationships among emotional labor, frequency of encountering difficult customers, perceived service training utility, self-monitoring, and emotional exhaustion. Based on the viewpoint of “conservation of resources theory” (COR), we hypothesized that frequency of encountering difficult customers and perceived service training utility will predict emotional labor, and will furthur predict emotional exhaustion through the mediating process of emotional labor. Besides, self-monitoring (“sensitivity to expressive behavior of others” and “ability to modify self-presentation”) will moderate the relationship between frequency of encountering difficult customers and emotional exhaustion such that the relationship will be more strongly positive when for employees have lower self-monitoring tendency.
We conducted a questionnaire survey in an international commercial bank in Taiwan and distributed 293 questionnaires to the frontline workers. Two hundred and eighty workers from the bank participated in the study. The return rate was 95.6%. After excluding 2 invalid questionnaires, we had complete data for 278 workers. To develop emotional labor scale, we first collected emotional labor events by critical incident questionnaires and observation. Then, we generated emotional labor items based on 183 events. Finally, we selected 18 items to form the emotional labor scale by factor analysis.
The results showed that: (1) frequency of encountering difficult customers significantly and positively predicted emotional labor; (2)perceived service training utility significantly and negatively predicted emotional labor; (3) emotional labor significantly predicted emotional exhaustion; (4) emotional labor had “complete mediating effect” on the relationship between frequency of encountering difficult customers and emotional exhaustion, and had “partial mediating effect” on the relationship between perceived service training utility and emotional exhaustion; (5) ability to modify self-presentation (one part of self-monitoring) moderated the relationship between frequency of encountering difficult customers and emotional labor, but the moderating pattern was not as expected. The ability to modify self-presentation and emotional labor were more strongly positively related for employees with high self-monitoring tendency than for employees with low self-monitoring tendency. The results fit with the prediction of “conservation of resources theory”. The implications for practices, limitations, and futhur research directions will be discussed in the end.
Key words: emotional labor, emotional exhaustion, self-monitoring, conservation of resources theory2
Tsung-Yu Wu is an assistant professor of Department of Psychology, Soochow University, 70, Linxi Rd., Shilin, Taipei, Taiwan 111, R.O.C., Tel: 886-2-28819471 ext. 6918, Fax: 886-2-28810379, E-mail: wu5815@ms15.hinet.net.
Bor-Shiuan Cheng is a professor and chairman of Department and Graduate Institute of Psychology, National Taiwan University, Tel: 886-2-23641841, Fax: 886-2-23659798, E-mail: chengbor@ntu.edu.tw.