外向性對員工正面情感傳遞之影響：情緒勞動之角色

The Effects of Extraversion on Employee Positive Affective Delivery: The Role of Emotional Labor

10.6413/AJMHS.200610.0453

林少龍(Shao-Lung Lin)；歐瑋欣(Wei-Hsim Ou)；陳曉天(Sheau-Tien Chen)

外向性 ； 情緒勞動淺層演出與深層演出 ； 員工正面情感傳遞 ； extraversion ； emotional labor surface acting and deep acting ； employee positive affective delivery

Asian Journal of Management and Humanity Sciences

1卷3期（2006 / 10 / 01）

453 - 469

繁體中文

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。

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.

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