| Summary: | 碩士 === 元智大學 === 資訊管理學系 === 104 === This research was mainly investigating the relationship between the job emotion and performance, when PIMS, ISMS were introduced into the organization. To recap the following four purposes of the research:
1.The relationship between job difficulty and worker emotional management.
2.The relationship between worker emotional management and emotional condition.
3.The moderating effect of worker emotional management on job difficulty and emotional condition.
4.The relationship between worker emotional condition and job performance.
The research used a convenient sampling method to choose the employees from two customer service centers in C Company at northern Taiwan. We surveyed 120 employees from the first and second service lines towards the customers, their jobs are highly sensitive to high pressure. At last, there were 108 valid questionnaires and the returning rate of the valid sample was 90%. The reliability and validity analysis were done, followed by the valid descriptive analysis, correlative analysis, regression analysis, and independent sample T-test. We used SPSS 17.0. The empirical results were as follows:
1.Job difficulty significantly positive correlated with worker emotional management.
2.Worker emotional management significantly positive correlated with positive emotion.
3.Worker emotional management moderated the relationship between Job difficulty and and positive emotion.
4.The worker positive emotion significantly positive correlated with job performance.
5.The emotional management differed with different genders significantly.
6.Different job position also differed significant between the job difficulty and emotional management.
According to data analysis, after introducing PIMS and ISMS into the organization, the mean value of test result of work’s difficulty is 4.41 that is higher than the median. That means the employees realized the difficulty in their job, but it will not affect their emotional condition by self-control. So the employee subjects didn’t show their anger, sadness and grief in their jobs. That is due to the fact that the majority of job career length are 6 to 10 years, and the second tier is around 11 to 20 years. They were old enough to handle their negative emotion and showed the positive emotion by their self-control. Lastly, job performance will be affected by worker’s emotional condition.That means positive emotion can lead to higher job performance.
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