外向性对员工正面情感传递之影响情绪劳动之角色.docxVIP

S. L. Lin et al. / Asian Journal of Management and Humanity Sciences, Vol. 1, No. 3, pp. 453-469, 2006 The Effects of Extraversion on Employee Positive Affective Delivery: The Role of Emotional Labor SHAO-LUNG LIN1, WEI-HSIM OU1 AND SHEAU-TIEN CHEN2,* 1Department and Graduate School of International Trade, Chinese Culture University, Taiwan 2Department of Business Administration, Chinese Culture University, Taiwan ABSTRACT The purpose of this study was to examine the relationship among extraversion (EX), emotional labor (surface acting and deep acting) and employee positive affective delivery (EPAD). Data were collected from a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that EX did not affect EPAD directly; EX influenced surface acting positively but did not affect deep acting; surface acting negatively and deep acting positively affected EPAD. In addition, the results of path analysis revealed that EX influenced EPAD only through surface acting but not deep acting. The authors discussed the implications for theory and practices, and made suggestions for further studies. Keywords: extraversion, emotional labor (surface acting and deep acting), employee positive affective delivery. 外向性對員工正面情感傳遞之影響：情緒勞動之角色 林少龍1、歐瑋欣1、陳曉天2,* 中國文化大學國際貿易研究所 2 中國文化大學企業管理學系 摘要 本研究主要目的在探討外向性(extraversion)特質、情緒勞動(淺層演出與深層演出)及員工正面情感傳遞之關係。本研究採用問卷調查法，以與顧客直接接觸的櫃檯員工為樣本，有效回收樣本共計 303 份，回收率 86.57%。研究結果顯示外向性不直接影響員工正面情感傳遞；外向性負向影響淺層演出，但不影響深層演出；淺層演出與深層演出分別負向及正向影響員工正面情感傳遞。路徑分析結果進一步顯示外向性經由淺層演出中介來影響員工正面情感傳遞。本研究討論研究發現在理論與管理實務上的意涵，同時對未來研究方向提出建議。 關鍵詞：外向性、情緒勞動(淺層演出與深層演出)、員工正面情感傳遞。 壹、緒論 過去研究中，多數認為情感是非理性的要素，所以在組織行為研究中，情緒時常被忽略(Arvey, Renz, Watson, 1998)。之後學者提出不同觀點，種種觀點皆顯示情緒是可以管理且會影響個人與組織績效。管理情緒是維持顧客忠誠度與再購的一項重要因素(Zemke Albrecht, 1985; Hochschild, 1983)，員工管理情緒可使組織呈現正面形象，顧客獲得適當感受並且提升顧客服務績效 (Ashforth Humphrey, 1993)。員工正面情感傳遞(employee positive affective Corresponding author. E-mail: stchen@faculty.pccu.edu.tw. 453 S. L. Lin et al. / Asian Journal of Management and Humani