過去探討影響員工正向情緒表達之前因的實證研究，已累積相當豐富，但在前因變數間之交互作用，以及情緒表達概念上，仍有以下兩大類議題尚未處理：首先，鮮少研究同時探討個體內層次 (交易層次)與個體間層次 (員工個人層次)之跨層次研究，即檢視單一員工服務多位顧客時之巢狀的影響 (nested effects)，故本研究提出的理論模型包含兩個層次變數之間的關係：個體內層次 (交易忙碌程度、顧客負向情緒表達)與個體間層次 (知覺工具型主管支持、知覺情感型主管支持、情緒穩定性特質)，以試圖彌補此研究缺口。再者，過去有關情緒表達之研究，大多探討員工於每筆交易時所展現之正向情緒表達之強度，因此，本研究另一個研究興趣探討員工個人變數與員工正向情緒表達之平均強度間的關係。
本研究以76位中華郵政第一線儲匯服務人員，及與其互動之434位顧客為研究對象，階層線性模式分析結果發現顧客負向情緒表達與員工正向情緒表達具有顯著負向關係；而在員工個人變數之跨層次干擾效果探討上，本研究結果發現，當員工知覺工具型主管支持較高時，會削弱顧客負向情緒表達與員工正向情緒表達之間的負向關係；且當員工情緒穩定性特質較高時，也會使交易忙碌程度與員工正向情緒表達間之負向關係減弱。最後，階層迴歸分析結果亦指出員工知覺情感型主管支持與員工正向情緒表達之平均具有顯著正向關係。整體而言，本研究所提之研究假說部分符合理論預期，而研究結果可對情緒表達、情緒勞動、與社會支持相關研究提供理論貢獻與實務意涵。 / Although most of previous studies have explored the antecedents of employee positive affective displays, the issues of examining the main effects of transaction cues and the moderating effects of employee characteristics on employee positive affective displays from the perspective of within-person and between-person analysis remain relatively unexplored so far. Therefore, this study examined whether transaction defining cues (ex., transaction busyness and client negative affective displays) affected employee positive affective displays. Besides, this study examined whether employee characteristics would moderate the relationships between transaction defining cues and employee positive affective displays.
Results from 76 postal clerks of 32 post offices and 434 clients partially supported our hypotheses and showed that client negative affective displays negatively predict employee positive affective displays. With regard to the moderating effects of employee characteristics, when the postal clerks perceived high level of supervisor instructmental support, the negative effect of client negative affective displays on employee positive affective displays was minimized. Moreover, employee with high level of emotional satbility would weaken the negative relationship between transaction busyness and employee positive affective displays. In addition, the study also indicate that employee perceived high level of supervisor emotional support would increase the employee average performance of positive affective displays. In conculsion, these findings provide not only further understanding how to improve employee affective displays, but also guidance for the organizations to select and train appropriate emoployees.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0094355510 |
| Creators | 陳皓怡, Chen, Hao Yi |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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