| Summary: | 碩士 === 大葉大學 === 國際企業管理學系碩士在職專班 === 104 === ABSTRACT
The purpose of this study is to investigate emotional labor mediate the relationship between work engagement and organizational citizenship behavior. This study surveyed 500 questionnaires from the foreign bank employees, of which 440(88%) were valid. The collected data were analyzed with SPSS for factor analysis. Results show that work engagement were positive related to surface acting and organizational citizenship behavior, and work engagement were also positive related to deep acting and organizational citizenship behavior. The relationship between work engagement and organizational citizenship behavior was mediated by surface acting and deep acting. The paper provides front-line managers the encourage employees work engagement and emotional labor, and contributes the way to promote organizational citizenship behavior.
Key Words : work engagement, surface acting, deep acting, organizational citizenship behavior.
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