本文選題：情緒勞動　切入點：工作倦怠　出處：《南京大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：近年來,第三產(chǎn)業(yè)愈發(fā)的繁榮,使得越來越多的人加入服務(wù)性行業(yè),而行業(yè)的特性使得服務(wù)業(yè)員工普遍的需要付出情緒勞動。因而,服務(wù)性行業(yè)員工的情緒勞動成為了熱門的研究方向,經(jīng)過這些年的研究,很多學(xué)者的研究證實了情緒勞動和工作倦怠存在相關(guān)關(guān)系,但是關(guān)于不同維度的情緒勞動和員工工作倦怠間的關(guān)系,卻還沒有達(dá)成一致意見。所以,本文首要的研究目的,就是通過實證分析,探討兩者間更明確的關(guān)系。此外,更復(fù)雜的一些機(jī)制,比如關(guān)于在兩者間起到調(diào)節(jié)作用的調(diào)節(jié)變量的研究,國內(nèi)還相對較少,現(xiàn)有的調(diào)節(jié)變量研究也主要集中在組織支持感、服務(wù)氛圍等組織層面。而21世紀(jì)以來,信息技術(shù)飛速發(fā)展,人們的溝通變得非常頻繁、迅速和便捷。如今,我們能夠通過手機(jī)、電腦、平板等設(shè)備,以發(fā)郵件、微信甚至是視頻的方式隨時隨地的與他人聯(lián)系,也因此,人們很有可能會在非工作場所和時間繼續(xù)處理工作事項,思考工作內(nèi)容。這很可能會導(dǎo)致員工情緒勞動與工作倦怠之間的關(guān)系隨之發(fā)生改變。而在這種情況下,心理脫離這個意味著"不但身體從工作場所中離開,心理上也和工作有關(guān)的事分離"的變量,就很有研究價值了。所以,本文的第二個研究目的,就是通過實證分析,探討心理脫離這個變量是否以及如何調(diào)節(jié)情緒勞動及其維度與工作倦怠的關(guān)系,從而豐富相關(guān)理論研究,同時也為企業(yè)的管理實踐提供科學(xué)的建議。本文認(rèn)為情緒勞動可以分為兩個維度,即表層扮演和深層扮演,認(rèn)為工作倦怠可以分為情緒衰竭、去人性化以及成就感低三個維度。問卷調(diào)查樣本的選取來源是江蘇等地銀行網(wǎng)點的員工和房產(chǎn)中介員工,本次問卷調(diào)查取得的有效問卷一共是169份,通過運用SPSS20.0,對數(shù)據(jù)進(jìn)行相關(guān)性分析和回歸分析。最終發(fā)現(xiàn),情緒勞動的兩個維度都可以顯著的預(yù)測工作倦怠,且表層扮演維度正向作用于工作倦怠,而深層扮演負(fù)向作用于工作倦怠。此外,心理脫離在情緒勞動和工作倦怠間的調(diào)節(jié)效應(yīng)也得到了檢驗。具體而言,它可以在表層扮演與工作倦怠中起到負(fù)向調(diào)節(jié)作用,在深層扮演與工作倦怠間起到的正向調(diào)節(jié)作用�；诒疚牡难芯拷Y(jié)果,企業(yè)可以從兩個角度進(jìn)行管理實踐,以降低付出情緒勞動的員工的工作倦怠程度,從而減少工作倦怠給員工、組織和客戶帶來的負(fù)面影響。即一方面,應(yīng)該注重員工的情緒管理,鼓勵員工在情緒勞動時進(jìn)行深層扮演;另一方面,應(yīng)該合理安排工作,積極的為員工實現(xiàn)工作脫離提供指導(dǎo)和干預(yù)。
[Abstract]:In recent years, the tertiary industry has become more and more prosperous, making more and more people join the service industry, and the characteristics of the industry make the service workers generally need to pay emotional labor. Emotional labor of employees in service industry has become a hot research direction. After years of research, many scholars have confirmed the relationship between emotional labor and job burnout. However, there is no consensus on the relationship between emotional labor and employee burnout in different dimensions. Therefore, the primary purpose of this paper is to study the relationship between emotional labor and employee burnout through empirical analysis. Some of the more complex mechanisms, such as the study of regulatory variables that play a regulatory role between the two, are relatively few in China, and the existing research on regulatory variables is mainly focused on organizational support. Since 21th century, with the rapid development of information technology, people's communication has become very frequent, rapid and convenient. Today, we can send emails through devices such as mobile phones, computers, tablets, etc. WeChat even uses video to communicate with others anytime and anywhere, so it's likely that people will continue to work outside the workplace and in time. Thinking about work content. This is likely to lead to a change in the relationship between emotional labor and job burnout. In this case, psychological disengagement means "not only the body leaving the workplace, The variables, which are also psychologically related to work, are of great value. Therefore, the second purpose of this paper is to analyze them empirically. To explore whether and how to regulate the relationship between emotional labor and its dimensions and job burnout, so as to enrich the relevant theoretical research. This paper holds that emotional labor can be divided into two dimensions: surface acting and deep acting, and job burnout can be divided into emotional exhaustion. Three dimensions of dehumanization and low sense of achievement. The source of the questionnaire is employees of bank outlets and real estate agents in Jiangsu and other places. The total number of valid questionnaires obtained by this questionnaire is 169. By using SPSS 20.0, the correlation analysis and regression analysis of the data were carried out. Finally, it was found that the two dimensions of emotional labor could significantly predict job burnout, and the surface playing dimension had positive effect on job burnout. In addition, the adjustment effect of psychological detachment between emotional labor and job burnout is also tested. Specifically, it can play a negative role in the surface layer and job burnout. Based on the research results of this paper, enterprises can carry out management practice from two angles in order to reduce the degree of job burnout of employees who pay emotional labor. So as to reduce the negative impact of job burnout on employees, organizations and customers. That is, on the one hand, we should pay attention to the emotional management of employees, and encourage employees to play a deep role in emotional labor; on the other hand, we should arrange jobs reasonably. Actively provide guidance and intervention for employees to achieve job separation.
【學(xué)位授予單位】：南京大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F272.92
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本文編號：1635489