華人企業服務人員情緒勞動方式的前置因素與其結果之關係：以銀行行員為例

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(2) 694. Journal of Education & Psychology. acting with e. December, 2005, VoL 28 No, 4, pp. 693-719. was found t depersonaliz;. Antecedents and Consequences of Emotional Labor of the Front-line Service Employees in Chinese Enterprises: Based on the Examples of the Bank Clerks Pei-Chun Wu *. Chang-I Chen **. Tsung-Yu Wu ***. Abstract. Front-line service employees have to exhibit particular affective displays, so-called emotional labor. The purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i,e, organization commitment and emotion awareness), and the consequences. (i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship), To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks in Taiwan through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness, while deep acting had significant posItIve. correlation. with. organization. commitment. and. emotion. awareness.. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface * Pei-Chun Wu: Master of Psychology, National Chengchi University. Chang-I Chen: Professor, Department of Psychology, National Chengchi University ***Tsung-Yu Wu: Assistant Professor, Department of Psychology, Soochow University E-mail: [email protected] Manuscript received: 2004.7.7; Revised: 2005.5.17; Accepted: 2005.6.15 **. surface actin relationship. Implications. Keywords:.

(3) 695. acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Neither. ·otional • .yees In amples. surface acting nor deep acting had significant relationship with quality of interpersonal relationship. The results showed some differences from existing Western findings . Implications for future research and service work were also discussed at the end .. Keywords: surface acting, deep acting, organization commitment, emotion awareness, burnout. ays, so-called relationships ecedents (i.e. i.e. emotional interpersonal ere collected relation with j. significant awareness.. rrelated with 'een surface. y.

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(6) , jffi~~llw~~~JWJ I 1'F~ WrJl~1t£*JH~pJTmiBS"J'lw~;I;JHW ' -aTfmn. 'fffJ. E! c s"J ~ ft~~*~JWJj1J ~1±'ltf~W ~ft*:EJ?s"J-~tt mItt-aT5! ' 'Itf~~. ~l~. ~m7~~§MS"JI~,jffi~~m7~. t}]~~IftI1'F'lw~t:p~rB=~*Jl.*~~*. ~tJ~~*i. g)]Jm;g:1r1iYJil.~oo :slt~JGm*JH~3Ji -151,L, 1J. M*fiS"J~~'fffJ.'jffi#m700A§S"J. (emotion re. -~)(S"J#*ft~. 0. ( Grandey, 2003 ). 0. pJT*1'Ts"J'ltf*tf~JWJW. 0. 0. k?9Itt ' *1iff1'CM~fW. , £fj~§. ¥fJ-* ~fJ.ffifff1. *tJJS"J~~. ,. 2.~~M~ji[l±\. f-i~I±\~:rt:ff~~~-*j7'R~~tEI~~ftITfi. ftJ J3t*5E:~'li. Itt f~ I 1'F ~.~:rt 25<: ~ pg ft S"J ~ ~. ~~~S"J~~~*~'M~1&S"J~~'ff. {~t~iG'~l~. :. fJ.*~o. s"J'ltf~*:EJ?. '. jffi1i::~W*fU~~*s"J'lw~*3l-~)(. ,~. -f-i~J!~aM E! cS"J~t:W3i-ft*fJ?-~J:. 3.*}iJiji[I±\W~M~ji[l±\s"JIUl1*. S"Jg~W*~o~~l±\~~~~1J~pg. Zapf (2002). tJ 1'TtJJ:EJ.§1lH (action. *Jl.*~ § tJjffi~~ f~. 0. ~t:pS"J~. ft~~S"J~~,~~~*mm.m~S"J. theory) s"JftJJ3t*§1~1lH'ltf~I ~ (emo. S"J'IW~*fJl. 'Itf~. tion work) , \jft~S)jfWf.l~ ~ S"J'ltf~~. ~ fts"J'ltf~~. Wrm~-~,.~~~~~~~~ojffi. l±\. I±\ E}lG~M~1:f. ~~~1J~~~ft~~jffiW~ft~~*. tli'TtMl~ (flexible action patterns). *1'T'lw*tf~JWJj1. ,fif~. ::Jt~~*:EJ?~~5E:'ltf~ef&~13Ij1'Jtt~~. {[jl!]A[2S],* (tzl 1J :&IEffi!i:ltf~ ±'I1: . ±'ff!P. , J)j\ePftKm;g:1IDM--v:ep25<:~3i-ftS"J*. ~MB"J'ltf*tf~. , 1~Jifi~l±\tzD~~?J~O~1JJif. ~IE~ 1IDB"J~. fJ?~~. 0. pJTU '. ~J:s"J I. pgft~~W3i-ft'ltf~*fJ?. 1'F ~ , 1J;Pf ttt~1Ul {,,)i.fi ;g:s"J. , WrtJ~~s"J'ltf~*3lWKm;g:Rt}]. (Ashforth & Humphrey, 1993). ~. 0. 0. Zapf (2002) ~?Jm*Jif~l±\~fj~~!1jl. ,. MI~~\jft~FftI~pJT~*S"J¥,j. 5E:'ltf~B~. , -aTijg:lLep~Jf'2*1IDs"Jiji[l±\ '. jffi , \jft~FPJT~ I 1'F~ffl)j*1&Ittiji[ I±\ ~ :rt: ' ::Jt~~~~~~?65E:W~~~I1'FftJ ~ s"J I ~ ~ (Ashforth & Humphrey,. "*-. 1993) , ~~~~~1~~t:~¥UtzDfj:!J~JWJj1J. ~~.(~~~M~~·E!~!J~~). {[jl!]}Jw~S"JI1'F~. :tijg*-;lf725<:~~ft~~. ~ Itt -aT ~O. '. (Grandey, 2000). 0. ~ M~ l±\ pJT ~ fJ? S"J 'Iw. t:. 0. ~IttZ3i-. 0. (intellectual level). s"Ji'TtJJ '. oo~~?J. , W:~W3i-ft. -. 1.:E~;. - ' F.lW (-). ~JU·. ~,.mW~®I~~~*1'Jo~1iff~. *Jl..jJ(~. , tt:~-aT~me*~ G, ~ IE s"J ~ ~ jffi ~ E!. ~~m'*M~l±\W~Jif~l±\~~~~. ¥alUl1* '. S"J~m~m,m-~I~~ftI~t:p~. r:;r:::tEl. LLI ~YJ l' rJ 11;.t:f----l-.f ' r:t)G\I<1l. , {8-aTijg[2S]I~. ~*Jl..B"J ,~\~. ' Grandey. ft*M~ji[I±\t:p. (2000) ~?Jm. ,I. fJ.{[jl!]A3i-~PJ5!s"J'ltf~*fJ? *~;I;~iB-~J:. T§!Jt~. , ~~aM{ittA. ~~M~S"J~l±\'-aT~w~~~wS"Jm fljU~1Ul. 0. mil.. ~t:¥U~'L'~IES"J~~ I. :EJ?. 'IW*tf*fJ? -~ , 18 ~~PJTfEJfs"Jj;ti~~. ~«pJ.!tt~~M~l±\*f{}~. rr:u )i.fi;g: * B l±\ ~. B~. ;. ; ft1~Jifiji[l±\t:p. Wr~mfWf-i~~B"J~~. #*i5G* ~~Jf'2~f-iS"J~I±\~:rt:. 0. Itt~. ~~~[lfft~Jj. {'F~~~'ff. (:=.. )'I~~~tn2:..'I~~~~if.i1~~. e~~, ~cf. ' 1i::~W*Jl. , ~I~Ij~. lli4"- *I ~~B"J'ltf~*3l3lf{}~ ~{r~B"Ji1:§ , f&f&ml±\~~S"J'ltf*tf*tJJ. Porter . Ste,. (1974). pJT:jj.

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