不當督導前因後果之探討：以核心自我評價與知覺公平為干擾角色

Exploring the Antecedents and Consequences of Abusive Supervision：The Moderating Roles of Core Self-Evaluations and Perceived Justice

10.6846/TKU.2016.00630

李婉翠

時間緊迫性 ； 不當督導 ； 核心自我評價 ； 知覺公平 ； 工作倦怠 ； time urgency ； abusive supervision ； core self-evaluations ； perceived justice ； burn out

淡江大學企業管理學系碩士班學位論文

2016年

碩士

汪美伶

繁體中文

在激烈的金融市場競爭下，台灣銀行業為了接觸更多潛在客群，開始利用電話行銷團隊方式，銷售產品。由於行銷團隊主管的人格特質與領導風格可能會影響部屬的工作態度，而部屬自身的人格特質與公平知覺亦會影響其對主管領導風格的反應，本研究欲針對在電話行銷情境下，主管的時間緊迫性人格與不當督導，是否會對部屬的工作倦怠產生影響，以及部屬的核心自我評價與知覺公平是否會調節不當督導與工作倦怠間的關係。本研究以問卷方式53位電話行銷團隊主管與361位部屬之資料，採用層級迴歸進行分析。結果發現，主管時間緊迫性會對其不當督導有負向影響，而不當督導對部屬工作倦怠有正向影響。另外，部屬核心自我評價會減輕主管不當督導對部屬工作倦怠的正向影響；部屬知覺公平會加重主管不當督導對部屬工作倦怠的正向影響。最後，本研究根據上述結果，提出相關理論與實務管理意涵。

Encountered with fierce competition in the financial market, the banking industry in Taiwan has transformed to approach more potential customers via telemarketing team. In general, the personality traits and leadership styles of team managers may have influences on subordinates’ work attitudes. The personality traits of subordinates and their justice perceptions may also influence their responses to managers’ leadership styles. Thus, the purposes of this study are to examine whether time urgency and abusive supervision of team managers have influence on subordinates’ burnout job satisfaction as well as investigate the moderating effects of subordinates’ core self-evaluation and justice perceptions between abusive supervision and burnout in the context of telemarketing. Data was collected from 53 telemarketing team managers and their 361 subordinates of three financial institutions and analyzed using hierarchical regression. The results showed that time urgency of team managers had negative effects on abusive supervision, and abusive supervision had positive effects on burnout. Whereas subordinates’ core self-evaluation weakened the positive relationship between abusive supervision and burnout, subordinates’ justice perceptions strengthened the positive relationship between abusive supervision and burnout. Both theoretical and practical implications are discussed.

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