便利商店員工情緒勞務、組織公民行為與組織績效相關之研究

The Study of the Relationships among Emotional Labor, Organizational Citizenship Behavior and Organizational Performance for Convenience Store's Staffs

10.6204/JRSHP.2011.02.06

何月妃(Yueh-Fei Ho)；連雅慧(Ya-Hui Lien)；艾昌瑞(Chang-Ruey Ay)

情緒勞務 ； 組織公民行為 ； 組織績效 ； 便利商店 ； Emotional labor ； Organizational Citizenship Behavior ； Organizational Performance ； Convenience stores

休閒運動保健學報

2期（2011 / 12 / 01）

82 - 98

繁體中文

以客為尊的價值年代，服務提供者承載比過往更多的情緒勞務，一旦服務提供者的真實情感與組織所要求的情緒規則無法妥協將導致員工績效之表現。本研究以情緒勞務與組織公民行為間的關連是否影響組織績效表現為主軸，以7-11便利商店員工做為研究對象，以問卷方式進行調查。共發出三百份問卷，實際回收三百份。分析結果顯示，情緒勞務、組織公民行為與組織績效具有相關性，且情緒勞務與組織公民行為對組織績效具有預測效果，基於結論，本研究針對學術界與實務界提出相關建議。

In service-oriented century, customer service employees have much emotional labor than others who had in the past. The gap between employee's true feelings and organizational emotion regulations will disturb his/her performance during service interactions. This study is to explore whether the relationship between emotional labor and organizational citizenship behavior affects organizational performance. The staffs working at 7-11 convince store are selected as the subject and the distributed questionnaires are conducted to analyze our hypotheses. The results have shown that there is significant among emotional labor, organizational citizenship behavior and organizational performance. Moreover, both emotional labor and organizational citizenship behavior can predict organizational performance. Based on our findings, some suggestions will be offered for practice managers and researchers.