利社會行為影響情緒勞務與工作表現之研究–以某電信業之C公司門市服務人員為例
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2018
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因應競爭激烈的電信市場，現在的電信門市通路已發展成銷售各類商品的多元展示中心，門市服務人員除了提供顧客服務銷售也是企業品牌的代表，因此扮演的角色十分重要。本研究以個人–工作適配的觀點來探討電信門市服務人員的利社會行爲對其情緖勞務與工作表現的影響。本研究以C電信公司門市的服務人員為研究對象，採用立意抽樣的問卷調查法，共收集210份有效問卷作為本研究資料分析的樣本。
分析結果顯示電信門市服務人員的利社會行為對情緒勞務有顯著正相關，而情緒勞務的之深層飾演對服務態度和處理效率有顯著相關，表層飾演對服務態度和處理效率無顯著關係，服務態度對處理效率有顯著正相關。研究驗證具有利社會行為的門市服務人員會影響深層飾演或表層飾演的情緒勞務展現，利社會行為程度越深，對情緒勞務之深層飾演和表層飾演控制程度也會越好，越能呈現高績效的工作表現，因此聘請具有高利社會行為的員工將得以實踐人力資源良好效益。
In response to the highly competitive telecommunications market, the current of telecommunication market has developed into multi-variant display center to sell various types of goods. In addition to providing customer service sales as a representative of a corporate brand, shop staff plays a very important role. This study explores the impact of social behaviors of telecom shop staff on their emotional labor and job performance in terms from the person-job fit adaptation. Total of 210 valid questionnaires were collected as samples of the analysis of this research data. The analysis results show that the social behavior of shop staff has a significant positive correlation with emotional labor, while the deep acting of emotional labor has a significant correlation with service attitude and processing efficiency, and surface acting plays no significant relationship with service attitude and processing efficiency. Service attitude has a significant positive correlation with processing efficiency. Research has verified that shop staff with favorable social behavior will affect the emotional labor of deep or surface acting. The deeper the level of social behavior, the better will be the control of the emotional labor of deep or surface acting, and the better the job performance will be. The results implied we can employ those job applicants with high level social behavior to achieve better human resource practice.
In response to the highly competitive telecommunications market, the current of telecommunication market has developed into multi-variant display center to sell various types of goods. In addition to providing customer service sales as a representative of a corporate brand, shop staff plays a very important role. This study explores the impact of social behaviors of telecom shop staff on their emotional labor and job performance in terms from the person-job fit adaptation. Total of 210 valid questionnaires were collected as samples of the analysis of this research data. The analysis results show that the social behavior of shop staff has a significant positive correlation with emotional labor, while the deep acting of emotional labor has a significant correlation with service attitude and processing efficiency, and surface acting plays no significant relationship with service attitude and processing efficiency. Service attitude has a significant positive correlation with processing efficiency. Research has verified that shop staff with favorable social behavior will affect the emotional labor of deep or surface acting. The deeper the level of social behavior, the better will be the control of the emotional labor of deep or surface acting, and the better the job performance will be. The results implied we can employ those job applicants with high level social behavior to achieve better human resource practice.
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利社會行為, 情緒勞務, 工作表現, Prosocial behavior, Emotional labor, Job performance