The Study of Relationships among Organizational Identification, Emotional Labor and Burnout of the Service Employees

• Main Authors: Wu, Jia Rong, 吳佳蓉
• Other Authors: Lin, Tsan Ying
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/37506789517048378235

碩士 === 中國文化大學 === 勞工關係學系 === 103 === This research aims to explore the relationship among emotional Labor, organizational Identification and burnout of the service employees. The mediator effect of organizational identification on the relationship between emotional labor and burnout was also examined. This study adopted convenience sampling. This study targeted service employees of wholesale and retail trade in Taiwan. This study adopted convenience sampling. The questionnaires were distributed and 510 copies, and 502 copies of questionnaires, the recovery rate was 98.4%, net of invalid questionnaires were 100 copies, 402 copies of the actual valid questionnaires, the effective rate of 80.1%. Effective sample descriptive statistics, reliability analysis, factor analysis, one-sample T test, one-way ANOVA, correlation analysis and hierarchical regression analysis. According to the research results are the following findings: 1. Service Employees Emotional Labor had negative relationships on Organizational Identification. 2. Service Employees Emotional Labor had positive relationships on Burnout. 3. Service Employees Organizational Identification had negative relationships on Burnout. 4. Service Employees Organizational Identification partially mediating the relationship between Emotional Labor and Burnout. 5. Service Employees demographic variables had significant difference in Emotional Labor, Organizational Identification and Burnout.