A Study on the Influence of Job Characteristics, Emotional Labor and Job Satisfaction on Organizational Commitment

• Main Authors: Yeh, Chia-Chi, 葉佳綺
• Other Authors: Huang, Neng-Tang
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/29629838318071802422

碩士 === 國立臺灣師範大學 === 科技應用與人力資源發展學系人力資源碩士在職進修專班 === 100 === 　　In the global financial environment, the competition among the financial circles is intense. Service quality is the key to earn customer’s satisfaction and competitive advantage. While the degree of customer’s satisfaction increases, the image of enterprise raises sharply. The bank clerk is the front-line service employee confronted with customers, and is representative of providing good service to customers face to face. The bank clerk is also the pivot of service quality. In order to provide good service, organization hopes the bank clerks show their positive emotion to satisfy their customers at the same time. 　　The study was aimed to explore the correlation among Job Characteristics, Emotional Labor, Job Satisfaction and Organizational Commitment. The study adopted questionnaire survey to make an investigation on the S bank’s clerk. 345 questionnaires were distributed and resulted in 312 valid responses. The data was analyzed by methods including independent sample t test, ANOVA , Pearson correlation and multiple regression analysis. 　　The result of the study is that Job Characteristics, Emotional Labor, Job Satisfaction, and Organizational Commitment show remarkable positive correlation in between. The Job Satisfaction had only the partial mediation effect on the relationship between Job Characteristics and Organizational Commitment. The Emotional Labor had only the partial mediation effect on the relationship between Job Characteristics and Organizational Commitment. The Job Satisfaction had only the complete mediation effect on the relationship between Emotional Labor and Organizational Commitment.