心理資本對旅館一線員工的情緒勞務；工作滿意度與績效之調節效果研究──以國際觀光旅館為例

The Moderating Role of Psychological Capital in the Relationships among Hotel Front-Line Employees' Emotional Labor, Job Satisfaction and Job Performance in International Tourist Hotels

本研究以台灣國際觀光旅館為研究對象，探討員工之情緒勞務、工作滿意度與工作績效之關聯性，並探討心理資本是否會對情緒勞務與工作滿意度以及工作滿意度與工作績效之間的調節效果。採便利抽樣方式進行問卷調查，受測對象為工作滿一年以上之正式員工。總共發出配對問卷550份，回收有效問卷396份。研究結果顯示：員工情緒勞務及子構面表層演出及深層演出越高，則工作滿意度與工作績效會越高；員工工作滿意度越高，則工作績效表現也會越高；研究也發現員工心理資本較高時，情緒勞務及子構面表層及深層演出與工作滿意度之間及工作滿意度與工作績效之間的關係將越強。實證結果期能提供國際觀光旅館管理部門作為管理員工之參考依據。

This research aimed to explore the relationships among employees’emotional labor, job satisfaction and job performance in the international tourist hotels of Taiwan. The moderating effect of psychological capital on the relationship between emotional labor and job satisfaction, and the relationship between job satisfaction and job performance were also examined. Questionnaire surveys with convenience sampling were applied for data collection. Structured questionnaire were distributed to approximately 550 employees who had worked more than one year in the participating hotels. In total, 396 valid data was collected. The results showed that: (1) when employees had more emotional labor (i.e. surface acting and deep acting), they had better job satisfaction and job performance; (2) when employees had better job satisfaction, they had better job performance; (3) employees’psychological capital moderated the effect between emotional labor (i.e. surface acting and deep acting) and job satisfaction, as well as the relationships between job satisfaction and job performance. This empirical result would provide the practical strategies for the international tourist hotel’s management team to manage employees in the future.