情緒勞動對組織是利是弊？探討知覺主管支持、同事支持對情緒勞動與服務績效、離職傾向關係的差異化干擾效果

Helpful or Harmful? Exploring the Moderating Effects of Supervisory and Coworker Support on the Relationships between Emotional Labor, Service Performance and Turnover Intentions

10.3966/199687602014020701004

紀乃文(Nai-Wen Chi)

主管支持 ； 同事支持 ； 服務績效 ； 情緒勞動 ； 離職傾向 ； supervisor support ； coworker support ； service performance ； emotional labor ； turnover intentions

組織與管理

7卷1期（2014 / 02 / 01）

115 - 160

繁體中文

過去研究中發現，情緒勞動是影響服務績效的重要因素之一，雖然學者大多認為情緒勞動的兩個面向：表層演出與深層演出，皆會影響服務人員的績效甚至其離職傾向，但前述關係之強弱與方向，至今仍未有一致的定論。基於「工作要求—資源模式」的觀點，本研究認為，在工作場域中，來自主管支持及同事的支持，對於表層演出、深層演出的服務人員將扮演不同的工作資源，進而產生不同的效果。因此，本研究將探討知覺主管支持及同事支持是否會干擾表層演出、深層演出與服務績效、離職傾向的關係。本研究廣泛地蒐集了包含服飾業、零售業、餐飲業等產業之第一線服務人員做為樣本。問卷調查方式採取配對樣本的方式進行，本研究共發出174份問卷，並回收130份有效配對問卷，有效回收率75%。本研究以階層迴歸驗證各研究假設。研究結果顯示：一、主管支持能強化表層演出與同理關懷間的正向關係；二、同事支持能強化深層演出與合宜回應的正向關係，以及深層演出與離職傾向的負向關係。本研究基於研究發現的理論貢獻加以討論，並提出具體管理意涵與未來研究方向供實務界與後續研究者參考。

Emotional labor (EL) refers to the processes through which front-line service workers regulate their emotions in order to show appropriate emotions toward customers. Scholars suggested that EL not only enhances service workers' performance but also increases service workers' turnover intentions, however, the empirical studies showed mixed findings regarding to the associations between EL, service performance and turnover intentions. Based on the job demand-resource model, we examined whether perceived coworker and supervisor support moderate the relationships between EL, service performance, and turnover intentions. Data was collected from various types of service industries, such as retailing, hotel, and restaurant industries and from multiple sources. In total, 130 valid paired questionnaires were returned with a valid response rate of 75 percent. We performed hierarchical regression analyses to test our hypotheses. The results showed that: (1) when perceived supervisor support was high, surface acting (SA) was positively related to customer consideration; (2) high coworker support can strengthen the positive relationship between deep acting (DA) and adequate responses and the negative relationship between DA and turnover intentions. We also discussed the theoretical and practical implications of our findings. Finally, we also proposed several directions for future research.

1. 吳宗祐、鄭伯壎(2006)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關 係：「資源保存理論」的觀點。管理學報，23，581-599。
   連結：
2. 紀乃文、陳建丞(2011)。分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達與顧客購買決策關聯性之探討。組織與管理，4，129-162。
   連結：
3. 彭台光、高月慈、林鉦棽(2006)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23，77-98。
   連結：
4. 蔡維奇、紀乃文(2008)。團隊情感氛圍形成的前因、情境調節、及個人層次後果變項之研究。組織與管理，1，1-37。
   連結：
5. Aiken, L. S.,West, S. G.(1991).Multiple regression: Testing and interpreting interactions.Newbury Park, CA:Sage.
6. Anderson, J. C.,Gerbing, D. W.(1988).Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin,103,411-423.
7. Babakus, E.,Yavas, G.,Ashill, N. J.(2011).Service worker burnout and turnover intentions: Roles of person-job fit, servant leadership and customer orientation.Services Marketing Quarterly,32,17-31.
8. Bacharach, S.,Bamberger, P.,Biron, M.(2010).Alcohol consumption and workplace absenteeism: The moderating effect of social support.Journal of Applied Psychology,95,334-348.
9. Bagozzi, R. P.,Yi, Y.,Phillips, L. W.(1991).Assessing construct validity in organizational research.Administrative Science Quarterly,36,421-458.
10. Bakker, A. B.,Demerouti, E.(2007).The job demands-resources model: State of the art.Journal of Managerial Psychology,22,309-328.
11. Bakker, A. B.,Demerouti, E.,Euwema, M. C.(2005).Job resources buffer the impact of job demands on burnout.Journal of Occupational Health Psychology,10,170-180.
12. Bakker, A. B.,Demerouti, E.,Verbeke, W.(2004).Using the job demands resources model to predict burnout and performance.Human Resource Management,43,83-104.
13. Bakker, A. B.,Hakanen, J. J.,Demerouti, E.,Xanthopoulou, D.(2007).Job resources boost work engagement, particularly when job demands are high.Journal of Educational Psychology,99,274-284.
14. Bakker, A. B.,van Veldhoven, M. J. P. M.,Xanthopoulou, D.(2010).Beyond the demand-control model: Thriving on high job demands and resources.Journal of Personnel Psychology,9,3-16.
15. Barger, P. B.,Grandey, A. A.(2006).Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms.Academy of Management Journal,49,1229-1238.
16. Beehr, T. A.,Jex, S. M.,Stacy, B.,Murray, M.(2000).Work stressors and coworker support as predictors of individual strains and performance.Journal of Organizational Behavior,21,391-405.
17. Blau, P. M.(1964).Exchange and power in social life.New York, NY:John Wiley & Sons.
18. Bollen, K. A.(Ed.),Long, J. S.(Ed.)(1993).Testing structural equation models.Newbury Park, CA:Sage.
19. Bono, J. E.,Vey, M. A.(2007).Personality and emotional performance: Extraversion, neuroticism, and self-monitoring.Journal of Occupational Health Psychology,12,177-192.
20. Brotheridge, C. M.,Grandey, A. A.(2002).Emotional labor and burnout: Comparing two perspectives of "people work".Journal of Vocational Behavior,60,17-39.
21. Brotheridge, C. M.,Lee, R. T.(2002).Testing a conservation of resources model of the dynamics of emotion labor.Journal of Occupational Health Psychology,7,57-67.
22. Chau, S. L.,Dahling, J. J.,Levy, P. E.,Diefendorff, J. M.(2009).A predictive study of emotional labor and turnover.Journal of Organizational Behavior,30,1151-1163.
23. Chi, N. W.,Grandey, A. A.,Diamond, J.,Krimmel, K. R.(2011).Want a tip? Service performance as a function of emotion regulation and extraversion.Journal of Applied Psychology,96,1337-1346.
24. Chiaburu, D. S.,Harrison, D. A.(2008).Do peers make the place? Conceptual synthesis and meta-analysis of coworker effects on perceptions, attitudes, OCBs, and performance.Journal of Applied Psychology,93,1082-1103.
25. Cohen, J.,Cohen, P.,West, S. G.,Aiken, L. S.(2003).Applied multiple regression/correlation analysis for the behavioral sciences.Hillsdale, NJ:Erlbaum.
26. Côté, S.(2005).A social interaction model of the effects of emotion regulation on work strain.Academy of Management Review,30,509-530.
27. Deci, E. L.,Ryan, R. M.(1985).Intrinsic motivation and self-determination in human behavior.New York, NY:Plenum Press.
28. Deelstra, J. T.,Peeters, M. C. W.,Schaufeli, W. B.,Stroebe, W.,Zijlstra, F. R. H.,Van Doornen, L. P.(2003).Receiving social support at work: When help is not welcome.Journal of Applied Psychology,88,324-331.
29. Demerouti, E.,Bakker, A. B.,Nachreiner, F.,Schaufeli, W. B.(2001).The job demands: Resources model of burnout.Journal of Applied Psychology,86,499-512.
30. Diamond, J.,Grandey, A.(2009).Financial rewards for following display rules: Coercive or compensating?.23rd annual meeting of the Society of Industrial and Organizational Psychology,New Orleans, LA:
31. Diefendorff, J. M.,Croyle, M. H.,Gosserand, R. H.(2005).The dimensionality and antecedents of emotional labor strategies.Journal of Vocational Behavior,66,339-357.
32. Fisher, C. D.(1985).Social support and adjustment to work: A longitudinal study.Journal of Management,11,39-53.
33. Fornell, C.,Larcker, D.(1981).Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research,18,39-50.
34. Ganster, D. C.,Fusilier, M. R.,Mayes, B. T.(1986).Role of social support in the experience of stress at work.Journal of Applied Psychology,71,102-110.
35. George, J. M.,Jones, G. R.(1996).The experience of work and turnover intentions: Interactive effects of value attainment, job satisfaction, and positive mood.Journal of Applied Psychology,81,318-325.
36. Glazer, S.(2006).Social support across cultures.International Journal of Intercultural Relations,30,605-622.
37. Goldberg, L.,Grandey, A.(2007).Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation.Journal of Occupational Health Psychology,12,301-318.
38. Goodwin, R. E.,Groth, M.,Frenkel, S. J.(2011).Relationships between emotional labor, job performance, and turnover.Journal of Vocational Behavior,79,538-548.
39. Gosserand, R. H.,Diefendorff, J. M.(2005).Emotional display rules and emotional labor: The moderating role of commitment.Journal of Applied Psychology,90(6),1256-1264.
40. Grandey, A. A.(2003).When "the show must go on": Surface acting and deep acting as determinations of emotional exhaustion and peer-rated service delivery.Academy of Management Journal,46,48-96.
41. Grandey, A. A.(2000).Emotion regulation in the workplace: A new way to conceptualize emotional labor.Journal of Occupational Health Psychology,1,95-110.
42. Grandey, A. A.,Diamond, J. A.(2010).Interactions with the public: Bridging job design and emotional labor perspectives.Journal of Organizational Behavior,31,338-350.
43. Grandey, A. A.,Dickter, D. N.,Sin, H. P.(2004).The customer is not always right: Customer aggression and emotion regulation of service employees.Journal of Organizational Behavior,25,397-418.
44. Griffeth, R. W.,Hom, P. S.,Gaertner, S.(2000).A meta-analysis of antecedents and correlates of employee turnover. Update, moderator tests, and research implications for the next millennium.Journal of Management,26,463-488.
45. Groth, M.,Hennig-Thurau, T.,Walsh, G.(2009).Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy.Academy of Management Journal,52,958-974.
46. Hair, J. F.,Anderson, R. E.,Tatham, R. L.,Black, W. C.(1995).Multivariate data analysis.Upper Saddle River, NJ:Prentice-Hall.
47. Halbesleben, J. R. B.(2006).Sources of social support and burnout: A meta-analytic test of the conservation of resources model.Journal of Applied Psychology,91,1134-1145.
48. Hartel, C. E. J.(Ed.),Zerb, W. J.(Ed.),Ashkanasy, N. M.(Ed.)(2005).Emotions in organizational behavior.Mahwah, NJ:Lawrence Erlbaum.
49. Hartline, M. D.,Ferrell, O. C.(1996).The management of customer-contact service employees: An empirical investigation.Journal of Marketing,60,52-70.
50. Hochschild, A. R.(1983).The managed heart: Commercialization of humanfeeling.Berkeley, CA:University of California Press.
51. Johnson, H. M.,Spector, P. E.(2007).Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process?.Journal of Occupational Health Psychology,12,319-333.
52. Jöreskog, K. G.,Sörbom, D.(1989).LISREL 7: A guide to the program and applications.Chicago, IL:SPSS.
53. Judge, T. A.,Woolf, E. F.,Hurst, C.(2009).Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study.Personnel Psychology,62,57-88.
54. Karatepe, O. M.,Yorganci, I.,Haktanir, M.(2010).An investigation of the role of job resources in mitigating customer-related social stressors and emotional exhaustion.Services Marketing Quarterly,31,72-88.
55. Klein, K. J.(Ed.),Kozlowski, S. W.(Ed.)(2000).Multilevel theory, research, and methods in organizations.San Francisco, CA:Jossey-Bass.
56. Liao, H.,Chuang, A.(2004).A multilevel investigation of factors influencing employee service performance and customer outcomes.Academy of Management Journal,47,41-58.
57. Liao, H.,Chuang, A.(2007).Transforming service employees and climate: A multi-level multi-source examination of transformational leadership in building long-term service relationships.Journal of Applied Psychology,92,1006-1019.
58. Liaw, Y. J.,Chi, N. W.,Chuang, A. C.(2010).Examining the mechanisms linking transformational leadership, employee customer orientation and service performance: The mediating roles of perceived supervisor and coworker support.Journal of Business and Psychology,25,477-492.
59. Lv, Q.,Xu, S.,Ji, H.(2012).Emotional labor strategies, emotional exhaustion, and turnover intention: An empirical study of Chinese hotel employees.Journal of Human Resources in Hospitality & Tourism,11,87-105.
60. Nahrgang, J. D.,Morgeson, F. P.,Hofmann, D. A.(2011).Safety at work: A meta-analytic investigation of the link between job demands, job resources, burnout, engagement, and safety outcomes.Journal of Applied Psychology,96,71-94.
61. Peeters, M. C. W.,Le Blanc, P. M.(2001).Toward a match between job demand and sources of social support.European Journal of Work and Organization Psychology,10,53-72.
62. Podsakoff, P. M.,Organ, D. W.(1986).Self-reports in organizational research: Problems and prospects.Journal of Management,12,531-544.
63. Pugh, S. D.(2001).Service with a smile: Emotional contagion in the service counter.Academy of Management Journal,44,1018-1027.
64. Raabe, B.,Beehr, T. A.(2003).Formal mentoring versus supervisor and coworker relationships: Differences in perceptions and impact.Journal of Organizational Behavior,24,271-293.
65. Rafaeli, A.,Sutton, R. L.(1987).Expression of emotion as part of the work role.Academy of Management Review,12,23-37.
66. Rhoades, L.,Eisenberger, R.,Armeli, S.(2001).Affective commitment to the organization: The contribution of perceived organizational support.Journal of Applied Psychology,86,825-836.
67. Rich, B. L.,Lepine, J. A.,Crawford, E. R.(2010).Job engagement: Antecedents and effects on job performance.Academy of Management Journal,53,617-635.
68. Sarason, B. R.(Ed.),Sarason, I. G.(Ed.),Pierce, G. R.(Ed.)(1990).Social support: An interactional view.New York, NY:Wiley.
69. Schaufeli, W. B.,Bakker, A. B.(2004).Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study.Journal of Organizational Behavior,25,293-315.
70. Scott, B.,Barnes, C. M.(2011).A multilevel investigation of emotional labor, affect, withdrawal, and gender.Academy of Management Journal,54,116-136.
71. Shanock, S.,Eisenberger, R.(2006).When supervisors feel supported: Relationships with subordinates' perceived supervisor support, perceived organizational support and performance.Journal of Applied Psychology,91,689-695.
72. Spencer, S.,Rupp, D. E.(2009).Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms.Journal of Applied Psychology,94,429-444.
73. Susskind, A. M.,Kacmar, K. M.,Borchgrevink, C. P.(2003).Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.Journal of Applied Psychology,88,179-187.
74. Thatcher, J. B.,Stepina, L. P.,Boyle, R. J.(2003).Turnover of information technology workers: Examining empirically the influence of attitudes, job characteristics and external markets.Journal of Management Information Systems,19,231-261.
75. Totterdell, P.,Holman, D.(2003).Emotion regulation in customer service roles: Testing a model of emotional labor.Journal of Occupational Health Psychology,8,55-73.
76. Tsai, W. C.,Huang, Y. M.(2002).Mechanisms linking employee affective delivery and customer behavioral intentions.Journal of Applied Psychology,87,1001-1008.
77. Wang, M.,Liao, H.,Zhan, Y.,Shi, J.(2011).Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives.Academy of Management Journal,54,312-334.
78. Whetten, D. A.(1989).What constitutes a theoretical contribution?.Academy of Management Review,14,490-495.
79. Winsted, K. F.(2000).Service behaviors that lead to satisfied customers.European Journal of Marketing,34,399-417.
80. Wright, T.,Cropanzano, R.(1998).Emotional exhaustion as a predictor of job performance and voluntary turnover.Journal of Applied Psychology,83,486-493.
81. Zapf, D.(2002).Emotion work and psychological well-being, a review of the literature and some conceptual consideration.Human Resource Management Review,12,237-268.
82. 余鑑、于俊傑、余采芳、鄭宇珊、劉美玲(2011)。理財專員情緒勞動，工作壓力對離職傾向影響之研究。中華管理評論國際學報，14，1-24。
83. 吳宗祐、葉琇婷、陳智遠、陳秋蓉(2008)。社會支持來源之區分性調節效果。第六屆華人心理學家學術研討會，香港:
84. 張雅婷(2012)。碩士論文(碩士論文)。高雄市，國立中山大學。
85. 廖致伶(2004)。碩士論文(碩士論文)。彰化縣，國立彰化師範大學。

1. 蘇瑩琪(2017)。顧客不文明行為對情緒耗竭之影響：探討知覺主管支持 之調節角色。淡江大學企業管理學系碩士在職專班學位論文。2017。1-62。 
2. 蕭炳輝(2016)。中華電信客網人員工作特性與服務品質認知關係-以心理契約、社會支持為調節變數。淡江大學企業管理學系碩士在職專班學位論文。2016。1-100。