領導因素及員工角色壓力在情緒勞務後果變項之調節角色

The Moderating Roles of Leader Factors and Role Stress on the Relationships between Emotional Labor and Its Consequences

本研究探討主管幽默和領導型態，以及員工角色壓力在服務人員的情緒勞務及其後果的調節效果。本研究針對服務業員工進行研究，研究結果發現：（1）在主管領導型態中，交易型領導在情緒勞務與情緒耗間具有顯著的正向調節效果。主管幽默在情緒勞務與情緒耗竭間亦具有顯著的正向調節效果。（2）員工角色壓力在情緒勞務與情緒耗竭間具有顯著的正向調節效果；員工角色壓力在情緒勞務與顧客行為意圖間具有顯著負向調節效果。（3）上述關係會因服務業的型態不同（顧客焦點或產品焦點服務業）而有強弱之分。依據研究發現，本研究提出實務與學術相關的結果與建議。 The present study investigates the moderation roles of leader factors (humor and leadership) and role stress in the relationship between emotional labor and its consequences. The results show that transactional leadership, leader humor, and role stress positively moderate the relationship between emotional labor and emotional exhaustion. Role stress negatively moderates the relationship between emotional labor and customer intention. Furthermore, the above relationships will be strengthened or weakened are different when it is customer focus or product focus service. Based on the findings, some suggestions for theoretical and practical fields will be offered.