| Summary: | 碩士 === 義守大學 === 管理學院管理碩博士班 === 100 === In a service-type of mainstream society, more emphasis on service quality and customer satisfaction, service is also increasingly important in the foot color, customer service personnel from the show's emotional performance of the enterprise for the total of the impression, so employees must always have a good attitude as much as possible to suppress the services of all kinds of negative emotions to live psychologically to meet the requirements of corporate image, service personnel and therefore the category of high emotional labor, emotional labor often can also cause emotional fatigue and exhaustion, so this study was to explore the emotional labor of service impact of emotional exhaustion and leisure activities involved in the interference effect. The frontline service workers staff for the study, with 220 (88%) retrieved. Within, 20(8%) are invalid and 14 come from on-line open-ended questions. In sum, 214 (86%) are valid in total. The research measurements include scales of emotional labor, emotion exhaustion and classification of leisure participation. The analyses include descriptive statistics, reliability analysis, factor analysis, Pearson’s correlation analysis and hierarchical regression analysis. The study results are listed as follows:
1. Emotional labor show remarkable effects on service workers emotion exhaustion.
2. Leisure Participation shows remarkable effects on service workers emotional labor.
3. Leisure Participation shows remarkable effects on service workers emotional exhaustion.
4. The Leisure Participation shows interfering effects on emotional labor as well as on service workers emotional labor.
In addition, the research suggests this study also raised the frontline service workers can reduce the emotional labor and emotional exhaustion of the proposal, who want to participate in a wide range of leisure activities to understand and items can be selected to achieve the effect of work stress relief. Furthermore, for further research to conduct more comprehensive studies, stratified samplings and longitudinal studies are suggested and it is also suggested that more different business industries should be included, with other unmentioned variables contained.
|
|---|
