| Summary: | 碩士 === 國立高雄應用科技大學 === 人力資源發展系 === 98 === Abstract
To serve the general populace is the purpose of the administration. As people had the gradual awakening to their rights, the administration paid more and more attention to the service quality of its staffs. However, the service quality of administration depends on the service attitude of its staffs. Therefore, the service quality being good or not will be the key factor of demonstrating administration performance.
Appropriate emotions can improve efficiency, over a strong emotional reaction will affect the efficiency of government agencies so staff's performance in emotional labor, has become a service quality measure. The government agency staff to serve the people of this characteristics, if the voluntary initiative to engage the services of non-standard behavior of job duties, will be able to help government agencies to promote more beneficial to the public matters, and on the performance of government agencies is a big help to improve benefits.
This thesis is to research the effects upon emotional labor (EL) and organizational citizenship behavior（OCB） interacting with job involvement, affective professional commitment and Paternalistic Leadership. The questionnaire, which had been sent out 356 copies to the administrators and casual staffs in the authorities on labor affairs in the southern Taiwan, is method of survey in this dissertation. The responding questionnaires are 219 copies; the responding ratio is up to 61.52%. Through correlation analysis and hierarchical regression analysis it had been produced some conclusions as follows:
1. The higher degree of job involvement, the better performance of emotional labor.
2. The higher degree of job involvement, the more obvious OCB.
3. The higher degree of affective professional commitment, the more obvious OCB.
4. The stronger sensation of benevolent leadership, the more obvious OCB.
5. The stronger sensation of authoritative leadership, the better performance of emotional labor.
6. The stronger sensation of authoritative leadership, the more obvious OCB.
Finally, the conclusion will be forwarded as practical advices for management and operation of the organization.
Keywords：job involvement、professional commitment、paternalistic leadership、emotional labor、organizational citizenship behavior
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