碩士 / 中原大學 / 企業管理研究所 / 96 / Abstract
“Emotional labor” in organization has brought considerable impact on the management mindset of domestic and overseas service industries. With the era of client-orientation approaching, the individual feelings of clients have, in deed, brought much influence to the development of organization. The military service has, in coping with needs as well as trends, introduced the conception of “service” in the practice of logistic management, especially in last 10 years; the idea of “active service to home” has already realized in the regular practice and is found hidden in the consciousness of logistic servicemen. Therefore, if we are to examine the enhancement of logistic efficiency of the military it is not merely to focus on the study of strategy planning, and use of information technology, but also on the emotion cognition of the servicemen which should also be provided with certain extent of change. It is found from relevant logistic academic researchers as we explore that most of them are focused on the change of organization system, operation workflow, improvement and reform of system, and function enhancement of military equipment and relevant issues, and research on emotion within organization is hardly touched. Therefore, this study would deeply explore the issue of emotional labor of logistic personnel in the military service, and initiate the study in that particular area.
The purpose of this study is to explore the cognition of emotional labor and factors of impact on the logistic personnel in the military service, making use of work features, locus of control of personality trait, and background characteristics as the antecedent variable, while cognition of emotional labor as outcome variable. As such, it is hoped to appreciate the cognition of logistic personnel in the military service towards emotion burden, and the research results obtained will be rendered to the management authorities for relevant decision making and reference of study in order to coalesce morale of the servicemen, and enhance work efficiency and performance. Aside from literatures collection and investigation, questionnaire survey is employed taking the logistic troops of the Joint Command of Logistics as its target of research for substantiation. The number of returned valid questionnaire is 582, amounting to 80.83% of valid sample retrieved. And several important research conclusions reached and concluded after statistic analysis and research results are found as follows:
1. The cognition of emotional labor of logistic personnel of the military service is defined at medium to high level of load.
2. Among each of the aspects of work features and cognition of emotional labor, only that there is no prominent association between work importance and extent of emotional diversity, while the culture of logistic troop and operation regulations are of the primary factors that have construed the above-mentioned less than prominent association.
3. Locus of control of personal traits and extent of emotional diversity are prominently associated in negative terms, while prominently positive association is found between fundamental emotional expressions to the extent of customer interaction.
4. As concluded from the work types of emotional labor, we observe “significantly suitable combination of personality trait of the logistic personnel in the military to their work features.”
5. From the consecutive variables of personal background characteristics, it is found that age and cognition of emotional labor are give with prominent association; as for discrete variable, it is found that job-duty is given with the most prominent difference in terms of cognition of emotional labor.
As recapitulation, the research suggests that the logistic troop should well master the burden of emotion labor of its unit, stipulate criteria of emotional expression, and place prioritized attention to the few critical factors that affect the cognition of emotional labor so as to have the mindset of quality control circle. As such, it can help introduce and establish the culture of emotional communication and select and recruit suitable subjects for the actual needs of logistics.
| Identifer | oai:union.ndltd.org:TW/096CYCU5121001 |
| Date | January 2008 |
| Creators | Chou-Sung Ho, 周松和 |
| Contributors | 吳美連 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 88 |
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