由不當督導到情緒耗竭：部屬正義知覺與情緒勞動的中介效果

Abusive Supervision and Emotional Exhaustion: The Mediating Effects of Subordinate Justice Perception and Emotional Labor

本研究旨在探討主管不當督導到部屬情緒耗竭的中介歷程。過去研究發現部屬的正義知覺可中介不當督導與情緒耗竭的關係，本研究則進一步假設部屬的情緒勞動亦具有中介效果。此外，本研究亦試圖探討知覺主管權力在不當督導與中介變項（正義知覺與情緒勞動）之間所扮演的調節角色。研究者透過問卷調查法針對台灣地區全職工作者進行研究，共計回收223份有效問卷。研究結果顯示，在控制了受測者性別、年資、職等、學歷、共事年資、性別組合及負向情感等變項後，主管不當督導不僅會透過部屬正義知覺的中介歷程以預測情緒耗竭，也會透過部屬情緒勞動來預測情緒耗竭。此外，部屬對主管權力的知覺可以調節主管不當督導與情緒勞動之關係，當部屬知覺主管權力越大時，不當督導與情緒勞動之關係便越強。但是，部屬對主管權力的知覺未能調節主管不當督導與正義知覺之關係。研究結果之意涵、研究限制、未來研究方向及實務運用，也在最後提出討論。

The current study tries to explore the mediating process from abusive supervision to subordinates' emotional exhaustion. Past research has shown that subordinates' justice perception mediates the relationship between abusive supervision and emotional exhaustion. In this study, I further hypothesize that emotional labor serves as another mediator. In addition, I investigate how the moderating role of perceived supervisory power plays on the relationship between abusive supervision and the two mediators (justice perception and emotional labor). Two hundred and twenty three valid questionnaires were collected from full-time employees in Taiwan using survey research techniques. The results show that, after controlling altogether the respondents' gender, tenure, rank, education, gender combination, length of working years, and negative affectivity, abusive supervision predicts emotional exhaustion not only through subordinates' justice perception, but also through subordinates' emotional labor. In addition, subordinates' perception of supervisory power is found to moderate the relationship between abusive supervision and emotional labor, but not the relationship between abusive supervision and justice perception. Finally, abusive supervision is found to be more strongly related to emotional labor when individuals perceive more supervisory power. The implications of the findings, limitations, future research directions, and managerial implications are discussed at the end of this paper.