A Study of the Emotional Labor, Emotional Labor Loading and Job Outcome－Emotional Intelligence and Job Characteristics as Moderators

• Main Authors: Li-Fang Man, 滿莉芳
• Other Authors: Bi-Fen Hsu
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/00102709596658752121

碩士 === 靜宜大學 === 企業管理研究所 === 90 === The Purpose of this study is to explore the moderating effects of emotional intelligence and job characteristics on the relationships between the emotional labor loading and job outcome（the later including emotion exhaustion, job satiation and job performance）. The sample of this study consisted 3 Department Stores at Taichung. The questionnaires were used to survey and there were 424 valid samples. The results of this study are as follows：（1）Emotional labor loading does not affect emotion exhaustion, but affects job satiation and job performance significantly. （2）On the moderating effects of emotional intelligence, while higher use of emotion ability, the more emotional labor loading , the more emotion exhaustion；while higher self emotional appraisal ability, the more emotional labor loading, the more job performance （3）On the moderating effects of job characteristic, while higher job identity, the more emotional labor loading , the more emotion exhaustion and the more job performance；while higher job autonomy, the more emotion labor loading , the more emotion exhaustion；while higher skill variety , the more emotion labor loading, the more emotion exhaustion. Besides, the hypothesis of moderating effect of job characteristics was not supported.