An Empirical Study of Emotional Labor Cause and Effect relationship in Gas Station Worker of The CPC Corporation，Taiwan

• Main Authors: HSIAO-FENG HUANG, 黃小鳳
• Other Authors: 莊立民
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/qjte9c

碩士 === 長榮大學 === 高階管理碩士在職專班(EMBA) === 97 === Abstract With the participation of local business-run gas stations in 1987, the competition of “FORMOSA” since 2000 and the permission of the “Ministry of Economic Affairs” to allow oil products imported since 2001, there is a great influence made among filling station workers. They are transformed from “Physical Labor” to “Emotional Labor”, in order to meet the market development as well as high quality of service demand from customers. The theory basis of the research is the consequence pattern of “Emotional labor”, based on the CPC gas station employees, exploring the connection among personality traits, job characteristics, emotional intelligence, emotional labor, job involvement, job satisfaction. The study confirms the theory by means of questionnaire, with 250 questionnaires in total, 185 of 250 are valid and available. We collect these information to explain the connection between structure and variables by describable statistic analysis, factor analysis, Cronbach’s alpha, and regression analysis. According to the study, we found out as below: 1.Personality traits have significant, positive influence on emotional labor. 2.Job characteristics have significant, positive influence on emotional labor. 3.Emotional intelligence has significant, positive influence on emotional labor. 4.Personality traits have significant, positive influence on job performance. 5.Emotional labor has significant， positive influence on job performance. 6.Job characteristics have significant, positive influence on job performance. 7.Emotional intelligence has significant, positive influence on job performance. 8.Personal traits affected by emotional labor will affect job performance positively. 9.Job characteristics affected by emotional labor will affect job performance positively. 10.Emotional intelligence affected by emotional labor will affect job performance positively. At last, we offer the research’s conclusion and management description to business industry as well as academic community for reference KEYWORDS: Personality Traits, Job Characteristics, Emotional Intelligence, Emotional Labor, Job Performance