The Impact of Emotional Labor and Organizational Commitment on Job Performance- The Moderating Effect of Service Sabotage

• Main Authors: CHIU MING HUI, 邱茗惠
• Other Authors: 黃識銘
• Format: Others
• Language: zh-TW
• Published: 104
• Online Access: http://ndltd.ncl.edu.tw/handle/tn2zw5

碩士 === 南臺科技大學 === 行銷與流通管理系 === 103 === This thesis study that the impact of organizational commitment and emotional labor on job performance in automobile industry, which explore the moderating role of sabotage. The survey questionnaire distributed 800 in Taiwan area automobile industry salesman and 668 completed responses were received. The valid response rate is 83.5%, were tested for non-response bias and common-method bias, they seem to indicate that these biases were not a serious threat. This study applied SPSS18.0 for statistical analysis. We found that organizational commitment has positive impact on emotional labor and job performance. Emotional labor has positive impact on job performance. Emotional labor has partial mediating effect of organizational commitment and job performance. Service sabotage has moderating effect of emotional labor and job performance. Finally, these results suggest theoretical implications and the direction of future researches.