The Impact of Bank Staff’s Emotional Labor and Emotional Exhaustion on Job Satisfaction and Job Resignation

• Main Authors: Shan-Ni Hsieh, 謝姍霓
• Other Authors: Hsin-Fu Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/r7k9tm

碩士 === 銘傳大學 === 管理研究所碩士在職專班 === 97 === In order not to lose the support from old customers as well as to win the interest and attention from potential customers, a lot of financial companies are trying to consolidate their position and also to develop their own services in such competitive market. Except the regular survey of customers’ equirements, the service quality from bank staff is urgently required. Everyday facing ifferent customers, bank staff is working under stress – they have to be an expert; especially, they have to put on their best smile to work out any problems and questions if customers are tough or rough.Otherwise, customers will change their support and interest. That is why the topic of this research focused on whether the emotional labor and emotional exhaustion of bank staff 「Banking desk attendant and Debt collector」will have a great influence on their job satisfaction and job resignation. The bank staff「Banking desk attendant and Debt collector」were recruited to participate in this research. A total of 450 questionnaires were distributed, and 450 were returned, of which 366 were valid. The data were analyzed with descriptive statistics by using SPSS, t-test, correlation analysis, and regression analysis, to validate the hypotheses. Some findings in this research showed (1) the “expression of basic emotion” is at the highest level among the emotional labor of bank staff Banking desk attendant and Debt collector; (2) the emotional exhaustion of bank staff Banking desk attendant and Debt collector is at an intermediate level; (3) the “social satisfaction” is at the highest level among the job satisfaction of bank staff Banking desk attendant and Debt collector; (4) there are significant relations between emotional labor and emotional exhaustion; (5) there is a significant negative relation between emotional exhaustion and job satisfaction; (6) there is a significant negative relation between job satisfaction and job resignation; (7) social supports have part of moderating effect on the relation between emotional labor and emotional exhaustion; (8) emotional intelligence have part of moderating effect on the relation between emotional labor and emotional exhaustion; (9) emotional exhaustion does not have a mediation effect on the relation between emotional labor and job satisfaction. According to the above findsings, some suggestions are made as follows: (1) establishing “psychological consultation call” and “internet service”; (2) formulating a manual of standard service process for lowering the emotional labor of bank staff; (3) regularly holding activities to share experience for improving skills of customer service; (4) having a better understanding between bank staff and customers, and exactly grasping the requirements from customers; (5) recruiting new staff, using an aptitude test including emotional management (6) decreasing emotional exhaustion, and increasing job satisfaction; (7) skillfully using social satisfaction, and having a good interact on employers and employees; (8) for improving ability, staff should actively participate in each course and activity