| Summary: | 碩士 === 東海大學 === 高階經營管理碩士在職專班 === 101 === This study has two purposes. The first is to determine whether the emotional labor at work with supervisor mediates the relationship between abusive supervision and emotional exhaustion. The second purpose is to examine whether the emotional labor in servicing customers mediates the relationship between customer demandingness and emotional exhaustion. Data from 68 hospital nurses in central Taiwan was collected. Using ordinary least squares (OLS) regression analyses, the results show that emotional labor at work with supervisor fully mediated the relationship between abusive supervision and emotional exhaustion, that emotional labor in servicing customers does not mediate the relationship between customer demandingness and emotional exhaustion, and that emotional labor at work with supervisor has a greater impact on emotional exhaustion than emotional labor in servicing customers. Finally, the limitations of the study and implications of its findings are discussed.
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