本文選題：情緒勞動(dòng) + 工作倦怠��； 參考：《河南工業(yè)大學(xué)》2017年碩士論文

【摘要】：隨著經(jīng)濟(jì)全球化和我國(guó)經(jīng)濟(jì)現(xiàn)代化發(fā)展的不斷加快,第三產(chǎn)業(yè)即服務(wù)業(yè)在經(jīng)濟(jì)結(jié)構(gòu)中所占比重越來(lái)越大,越來(lái)越多的人開(kāi)始從事服務(wù)崗位的工作。但是問(wèn)題也隨之而來(lái),因?yàn)榉⻊?wù)崗位的特殊性,使得員工在工作中除了需要付出體力勞動(dòng)之外,還需要付出一定程度的情緒勞動(dòng),而情緒勞動(dòng)所帶來(lái)的心理壓力對(duì)員工的工作態(tài)度、工作行為和工作結(jié)果均存在不同程度的潛在的負(fù)面影響,進(jìn)而會(huì)誘發(fā)員工的工作倦怠,甚至導(dǎo)致員工工作穩(wěn)定性的降低。本文旨在通過(guò)實(shí)證調(diào)查,探尋情緒勞動(dòng)對(duì)工作倦怠和離職傾向的影響,及工作倦怠是否在其中扮演了中介效應(yīng)的角色,以期為企業(yè)的管理層提供更多、更好的解決員工工作倦怠,甚至離職事件的方法。本文通過(guò)對(duì)國(guó)內(nèi)外相關(guān)理論的歸納梳理,構(gòu)建了研究模型并提出假設(shè),以情緒勞動(dòng)量表(ELS)、工作倦怠量表(MBI)和離職傾向量表為測(cè)量工具,通過(guò)方便取樣的方法,調(diào)查了河南省四個(gè)地區(qū)的326名移動(dòng)公司員工。然后對(duì)調(diào)查問(wèn)卷的結(jié)果運(yùn)用SPSS展開(kāi)數(shù)據(jù)分析,采用方差分析、相關(guān)分析和回歸分析等研究情緒勞動(dòng)、工作倦怠和離職傾向三者之間的邏輯關(guān)系,對(duì)假設(shè)進(jìn)行驗(yàn)證。具體結(jié)論如下:第一,服務(wù)崗位員工的情緒勞動(dòng)在個(gè)人特征方面表現(xiàn)出顯著差異。通過(guò)差異性分析,得出員工的表層扮演在性別、年齡、入職時(shí)間和婚姻狀況上有顯著差異,深層扮演只在性別和崗位類別上存在顯著差異;自然表現(xiàn)在入職時(shí)間、婚姻狀況、性別、年齡、學(xué)歷和崗位類別上均有顯著差異。第二,服務(wù)崗位員工的情緒勞動(dòng)會(huì)顯著影響個(gè)體的工作倦怠感和離職傾向。通過(guò)相關(guān)性分析可知,表層扮演與情緒耗竭、去個(gè)性化、離職傾向呈現(xiàn)顯著正相關(guān),深層扮演與情緒耗竭、去個(gè)性化、個(gè)人成就感降低呈現(xiàn)顯著負(fù)相關(guān),自然表現(xiàn)與情緒耗竭、去個(gè)性化、個(gè)人成就感降低及離職傾向呈現(xiàn)顯著負(fù)相關(guān)。也就是情緒勞動(dòng)對(duì)工作倦怠和離職傾向的影響是雙向的,既有積極的影響,也有消極的影響。第三,服務(wù)崗位員工的工作倦怠作為中介變量作用在情緒勞動(dòng)和離職傾向之間。通過(guò)回歸分析,發(fā)現(xiàn)表層扮演和自然表現(xiàn)都是通過(guò)工作倦怠對(duì)個(gè)體的離職傾向產(chǎn)生影響,而深層扮演則沒(méi)有通過(guò)工作倦怠影響離職傾向,驗(yàn)證了工作倦怠的部分中介作用�；谘芯拷Y(jié)論,本文提出了有關(guān)情緒勞動(dòng)和工作倦怠的干預(yù)建議,為企業(yè)更好的管理和留住人才提供理論參考。
[Abstract]:With the rapid development of economic globalization and economic modernization in China, the tertiary industry, that is, the service industry, occupies an increasingly large proportion in the economic structure, and more and more people begin to work as service posts. However, the problem also follows, because of the particularity of service posts, employees need to pay a certain degree of emotional labor in addition to physical labor in their work. The psychological pressure brought by emotional labor has some potential negative effects on employees' work attitude, work behavior and work result, which will induce the employees' job burnout and even lead to the decrease of the staff's job stability. The purpose of this paper is to explore the effects of emotional labor on job burnout and turnover intention, and whether job burnout plays an intermediary role in it, in order to provide more for the management of enterprises. A better solution to job burnout and even turnover. By summarizing and combing the relevant theories at home and abroad, this paper constructs a research model and puts forward hypotheses, using the emotional Labor scale (ELSU), the Job Burnout scale (MBI) and the turnover intention scale (MBI) as the measurement tools, and through the convenient sampling method. A survey of 326 mobile company employees in four regions of Henan Province was conducted. Then the results of the questionnaire were analyzed by SPSS, and the logical relationship among emotional labor, job burnout and turnover intention was studied by variance analysis, correlation analysis and regression analysis, and the hypothesis was verified. The specific conclusions are as follows: first, the emotional labor of service employees shows significant differences in personal characteristics. Through the difference analysis, it is concluded that there are significant differences in gender, age, entry time and marital status of employees, while deep acting only has significant differences in gender and post category; naturally, there are significant differences in the entry time, marital status, and so on. There were significant differences in sex, age, educational background and job type. Secondly, the emotional labor of service staff will significantly affect the individual job burnout and turnover intention. Through the correlation analysis, it can be seen that surface play is significantly positively correlated with emotional exhaustion, depersonalization and turnover intention, deep play is negatively correlated with emotional exhaustion, depersonalization, and personal accomplishment decreases, and natural performance is negatively related to emotional exhaustion. There was a significant negative correlation between depersonalization, personal accomplishment and turnover intention. The influence of emotional labor on job burnout and turnover intention is both positive and negative. Third, the job burnout of service workers acts as an intermediary variable between emotional labor and turnover intention. Through regression analysis, it is found that both surface play and natural performance affect individual turnover intention through job burnout, while deep acting has no effect on turnover intention through job burnout, which verifies part of the intermediary role of job burnout. Based on the conclusion of the study, this paper puts forward some intervention suggestions on emotional labor and job burnout, which provides a theoretical reference for better management and retention of talents.
【學(xué)位授予單位】：河南工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F272.92

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