题名

服務人員之情緒要求如何與何時減損服務績效？工作要求－資源模式的觀點

并列篇名

How and When Do Service Provider's Emotional Demands Impair Service Performance? The Perspective of Job Demands-Resources Model

DOI

10.6147/JHRM.201712_17(4).0001

作者

吳宗祐(Tsung-Yu Wu)；鍾佩芳(Pei Fang Chung)；王瑜榛(Yu Zhen Wang)；高凌政(Ling Cheng Kao)；吳溫真(Wen Chen Wu)；邱淑芬(Su Fen Chiu)；葉穎蓉(Ying-Jung Yeh)

关键词

工作要求—資源模式 ； 情緒要求 ； 工作倦怠 ； 服務績效 ； 職業認定 ； job demands-resources model ； emotional demands ； job burnout ； service performance ； occupational identity

期刊名称

人力資源管理學報

卷期/出版年月

17卷4期（2017 / 12 / 01）

页次

1 - 35

内容语文

繁體中文
中文摘要

本研究依據工作要求—資源模式的觀點，以探討服務人員在工作上的情緒要求如何與何時減損服務績效；具體而言，本研究假設服務人員之情緒要求會透過工作倦怠之中介以減損服務績效（健康耗損歷程），而此一中介歷程會被服務人員之職業認定所調節。本研究透過問卷調查法，蒐集主管與部屬（服務人員）有效對偶資料共211筆，結果發現，服務人員之情緒要求會透過工作倦怠之中介以減損服務績效，服務人員之職業認定會削弱上述中介效果。本研究之理論與實務意涵以及研究限制與未來研究方向，將在最後提出討論。
英文摘要

Based on the perspectives of job demands-resources model, we explore how and when service provider's emotional demands impair service performance; specifically, we predict that emotional demands negatively affects service performance via the mediator of job burnout (health impairment process), and that this mediating process is moderated by service provider's occupational identity. Using questionnaire survey, we collected supervisor-subordinate (service provider) dyad data and obtained 211 valid pairs of data. Results showed that emotional demands impair service performance via the mediator of job burnout. Occupational identity weakens this mediating process. We discussed the theoretical and practical implications as well as limitations and future research directions at the end.
主题分类 社會科學 > 心理學
社會科學 > 社會學
社會科學 > 經濟學
社會科學 > 管理學
社會科學 > 法律學
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被引用次数
  1. 黃瑞傑,張詩慧,胡昌亞,Ekin K. Pellegrini(2020)。To Mentor or Not to Mentor: A Job Demands-Resources Perspective。管理學報，37(4)，349-366。
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