客務部門第一線員工情緒勞務、工作滿足與組織公民行為之相關研究－－以工作特性為干擾變項

A Study of Relationships among First-line Employees’ Emotional Labor, Job Satisfaction and Organizational Citizenship Behavior in the Front Office Department, Job Character as a Moderator

本研究以台灣地區國際觀光旅館客務部門員工為研究對象，探討第一線員工情緒勞務、工作滿足與組織公民行為間之關係，並探討工作特性是否會對情緒勞務與工作滿足及工作滿足與組織公民行為之關係產生干擾。採便利抽樣方式進行問卷調查，受測對象為工作滿六個月以上之正式員工，並請其直線主管以配對方式協助填答員工之組織公民行為。問卷共發放員工500 份，回收有效問卷400 份；主管發放100 份，有效問卷81 份。研究結果顯示情緒勞務與工作滿足、組織公民行為均有顯著的正向影響；工作滿足與組織公民行為有顯著的正向影響；工作滿足會對情緒勞務與組織公民行為間產生中介效果；工作特性會對情緒勞務與工作滿足及工作滿足與組織公民行為間產生干擾效果。

This research aimed to explore the relationships among first-line employees’ emotional labor, job satisfaction and organizational citizenship behavior in the front office department of international tourist hotels in Taiwan. It also examined the moderating effect of job character on the relationship between emotional labor and job satisfaction, as well as job satisfaction and organizational citizenship behavior. Questionnaire surveys with convenience sampling were applied for data collection. Samples were full-time employees who had worked in the same hotels more than 6 months. Sample matching method was adopted so that direct managers were invited to evaluate organizational citizenship behavior of their subordinate employees. Five-hundred questionnaires were sent to first-line employees and 100 questionnaires to the manager-level. A total of 400 valid questionnaires from first-line employees and 81 valid ones from manager-level were received. Research results indicated that (1) emotional labor had a significant positive effect on job satisfaction and organizational citizenship behavior; (2) job satisfaction had a significant positive effect on organizational citizenship behavior; (3) job satisfaction had mediating effect on the relationship between emotional labor and organizational citizenship behavior; (4) job character has moderating effect on the relationships between emotional labor and job satisfaction, as well as the relationships between job satisfaction and organizational citizenship behavior.