跨國企業顧客參與、員工情緒勞務與員工工作投入關係之研究 = A study of the relationships among transnational corporation's
趙麗枝、楊豐華, 鍾育明
E-mail: 352422@mail.dyu.edu.tw
摘 要
本研究目的為檢驗顧客參與、員工情緒勞務與工作投入之關係，調查對象以國際品牌化粧品產業的員工與顧客為主，一共 發出150份員工問卷，實際有效問卷為101份，450份顧客問卷，實際有效問卷為303份，以層級迴歸分析驗證研究假設。實 證結果得知：
1. 顧客參與對情緒勞務具有顯著正相關。
2. 情緒勞務對工作投入具有顯著正相關。
3. 顧客參與對工作投入具有顯著正相關。
4. 情緒勞務對顧客參與與工作投入具有中介效果。
研究結果對管理實務與未來研究提供建議，期望提供企業人力主管之參考。
關鍵詞 : 顧客參與、情緒勞務、工作投入
目錄
中文摘要 ．．．．．．．．．．．．．．．．．．．．． iii 英文摘要 ．．．．．．．．．．．．．．．．．．．．． iv 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． v 內容目錄 ．．．．．．．．．．．．．．．．．．．．．． vi 表目錄 ．．．．．．．．．．．．．．．．．．．．．． viii 圖目錄 ．．．．．．．．．．．．．．．．．．．．．． ix 第一章 緒論．．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．．．．．．．．．．． 1 第二節 研究問題與目的．．．．．．．．．．．．． 4 第二章 文獻探討與研究假說．．．．．．．．．．．．． 6 第一節 顧客參與．．．．．．．．．．．．．．．． 6 第二節 情緒勞務．．．．．．．．．．．．．．．． 11
第三節 工作投入．．．．．．．．．．．．．．．． 16 第四節 其他控制變數．．．．．．．．．．．．．． 20 第五節 各變數之間的關係與研究假說．．．．．．． 21
第三章 研究方法．．．．．．．．．．．．．．．．．． 25 第一節 研究架構．．．．．．．．．．．．．．．． 25 第二節 變數操作型定義與衡量工具．．．．．．．． 26 第三節 研究對象與抽樣方法．．．．．．．．．．． 33 第四節 資料分析方法．．．．．．．．．．．．．． 33 第四章 資料分析．．．．．．．．．．．．．．．．． 35 第一節 信度分析．．．．．．．．．．．．．．． 35 第二節 效度分析．．．．．．．．．．．．．．． 38 第三節 相關分析．．．．．．．．．．．．．．． 42 第四節 階層迴歸分析．．．．．．．．．．．．．． 43 第五章 結論與建議．．．．．．．．．．．．．．．． 52 第一節 結論．．．．．．．．．．．．．．．．． 52 第二節 管理實務建議．．．．．．．．．．．．． 54 第三節 研究限制．．．．．．．．．．．．．．． 55 第四節 後續研究的建議．．．．．．．．．．．． 55
參考文獻 ．．．．．．．．．．．．．．．．．．．．．． 57 附錄A 顧客問卷．．．．．．．．．．．．．．．．．．． 74 附錄B 員工問卷．．．．．．．．．．．．．．．．．．． 76 參考文獻
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