心理契約缺口與情緒耗竭之關係：情緒勞動之中介角色

The Meditating Effect of Emotional Labor on the Relationship between Psychological Contract Breach and Emotional Exhaustion

10.7047/JLM.200906.0001

林少龍(Shao-Lung Lin)；盧姍姍(Shan-Shan Lu)；陳曉天(Sheau-Tien Chen)

心理契約缺口 ； 情緒勞動淺層演出與深層演出 ； 情緒耗竭 ； Psychological Contract Breach ； Emotional Labor Surface Acting ； Deep Acting ； Emotional Exhaustion

運籌與管理學刊

8卷1期（2009 / 06 / 01）

1 - 15

繁體中文

本研究主要目的在探討心理契約缺口、情緒勞動（淺層演出與深層演出）及情緒耗竭之關係。本研究採問卷調查法，以服務業櫃檯員工作爲樣本，有效回收樣本共計240份（回收率8791%)。研究結果顯示心理契約缺口會直接影響情緒耗竭；心理契約缺口不影響淺層演出但負向影響深層演出；淺層演出與情緒耗竭無關，然而深層演出會負向影響情緒耗竭。此外，採用路徑分析的結果顯示心理契約缺口會透過深層演出而中介影響情緒耗竭。本研究提出理論與管理實務上的意涵，並對未來的研究方向提出進一步的建議。

The purpose of this study was to examine the relationship among psychological contract breach (PCB), emotional labor (EL) (surface acting, deep acting) and emotional exhaustion (EE) for the first line employees. Data were collected from a sample of 240 first line employees, and the response rate was 87.91%. The results revealed that PCB influenced EE directly; PCB did not affect surface acting but influenced deep acting negatively. Surface acting did not affect EE, however, deep acting influenced EE negatively. In addition, path analysis findings revealed that the PCB influenced EE only through deep acting. This study discussed the implications for theory and practices, and made suggestions for the further research.

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