| 摘要: | 情緒表達規則知覺對情緒勞動之影響:顧客導向特質、情緒能力及組織支持知覺重要嗎? 研究背景、研究問題及研究目的一些實證研究發現情緒表現規則知覺與情緒勞動(表層或深層演出)的關係並不一致 (Grandey, 2003; Diefendorff et al., 2005; Gosserand and Diefendorff, 2005)。其次，Gosserand and Diefendorff (2005)發現情緒表達規則承諾會干擾情緒表現規則知覺與情緒勞動的關係，因此情緒表達規則知覺與情緒勞動的關係不一致的發現顯示兩者關係可能受到一些變數的干擾，但相關研究較缺乏。雖然Grandey (2000)的理論性情緒勞動模型指出組織因素會影響情緒勞動，然而只有少數的研究曾檢驗組織因素的影響(e.g., Totterdell and Holman, 2003; Brotheridge and Lee, 2002)，組織支持是組織行為研究中影響員工態度與行為的重要變數(e.g., Paparoidamis and Guenzi, 2009; Riggle, Edmondson and Hansen, 2009)，而其在情緒勞動中的角色尚缺少研究。此外，過往情緒勞動之相關研究皆由員工的角度去了解情緒勞動，近來學者的研究則強調不同的角度的觀點，例如顧客(Rupp and Spencer, 2006; Rupp, McCance, Spencer and Spnntag, 2008) 及主管的角度去探討員工的情緒勞動(Wilk and Moynihan, 2005)，然而主管的人格特質在情緒勞動中的角色則缺少研究加以探討。本研究之目的是經由相關文獻的回顧，進行理論的推論以及嚴謹的實證，除了導入員工的顧客導向特質以及情緒能力之外，亦導入過往情緒勞動相關研究中較缺少但須加以重視的主管顧客導向特質及組織支持知覺為干擾變數，將不同層次(個人及組織)及不同角度(主管及員工)的因素加以整合，以釐清情緒表現規則知覺與情緒勞動的關係。研究方法：與顧客互動之第一線主管及員工為本研究之抽樣對象，預計調查主管110 人，員工1000 人。問卷分為兩部分，一部份由主管評估，另一部份則由部屬評估，本研究將翻譯國外具有效度及信度之相關問卷，再由相關領域的資深學者審訂內容效度，並進行預試。採用驗證性因素分析檢驗效度，以Cronbach’α檢驗信度，並以多層級線性模式(HLM)檢驗研究假設。研究重要性與預期貢獻：本研究整合個人差異(主管與員工的顧客導向特質及情緒能力)及組織支持知覺等干擾變數以釐清情緒表達規則知覺與情緒勞動之關係，因而彌補及擴充情緒勞動的相關知識，尤其，異於過往的研究，將干擾因素擴充至跨層級的主管及員工兩個層級，並且納入過往研究較少探討的組織因素，因此除了對於現有文獻有所貢獻外，相信能夠提供更深入及周全的理解。實務上，干擾效果的發現將使管理者更了解如何強化員工遵守情緒表現規則從事情緒勞動，進而運用適當的實務。
Research background, problems, and objectives： Findings of the relationship between emotional display rule perception and emotional labor (surface acting or deep acting) show inconsistent in several empirical studies (Grandey, 2003; Diefendorff et al., 2005; Gosserand and Diefendorff, 2005). Further, Gosserand and Diefendorff (2005) found that emotional display rule commitment moderates the relationship between emotional display rule perception and emotional labor. Therefore, the inconsistent finding demonstrates that some variables may moderate the above mentioned relationship. However, lack of studies explores this issue. Although Grandey’s(2000) theoretical emotional labor model suggested that the organization factor will affect emotional labor, a few research has investigated the influences of organization factors (e.g., Totterdell and Holman, 2003; Brotheridge and Lee, 2002). Organizational support is an important variable that affects employees’ attitudes and behaviors in the field of organizational behavior (e.g., Paparoidamis and Guenzi, 2009; Riggle, Edmondson and Hansen, 2009). But it still lacks the research to examine its role in emotional labor. In addition, most of previous emotional labor studies tried to understand emotional labor from the employee’s perspective. Recently researchers emphasized that emotional labor studies should focus on different perspectives, such as the customer’s (Rupp and Spencer, 2006; Rupp, McCance, Spencer and Spnntag, 2008) and supervisor’s perspective(Wilk and Moynihan, 2005). Unfortunately, the role of supervisor’s trait in the emotional labor is not yet clear. The purpose of this research is to review literatures thoroughly and to carry on the theoretical deduction as well as the rigorous empirical investigation, and therefore to introduce some moderators to clear the relationship between emotional display rule perception and emotional labor. The introduced moderators include not only employee’s customer orientation trait and emotional competence but also supervisor’s orientation trait and organizational support, which are important but seldom studied in previous studies. Research methods: Frontline supervisors and employees that interact with customers will be the sampling units, including about 110 supervisors and 1000 employees. The questionnaires include two parts, one part appraised by the supervisors and another part appraised by the employee. The valid and reliable questionnaires used in previous studies will be adopted. The English questionnaires will be translated into Chinese. The translations will be reviewed by scholars to assure the content validity and then be checked by a pretest. We use confirmed factor analysis to examine validity and Cronbach’α to check reliability. HLM will be employed to examine the research hypotheses. Research importance and expected contribution: This study introduces personal difference (including supervisor and employee customer orientation trait and emotional competence) and organizational support perception as moderators to clear the relationship between emotional display rule perception and emotional labor. These will make up and extend the knowledge in the field of emotional labor. Especially, different from previous studies, the moderators are extended to cross levels including both supervisor’s and employee’s traits. Further, the organizational factor, which are important but seldom studied in the field of emotional labor, is also introduced. Therefore, this study not only contributes to the existing literature but also provide the deeper and comprehensive understanding of the emotional labor. In addition, regarding managerial practices, the results of this study will provide evidences to understand how the moderators will increase the effects of emotional display rule perception on the emotional labor. This will be helpful for managers to apply appropriate practices. |
