工作熱情、真誠領導及信任感對組織公民行為影響之研究-以情緒勞務為調節變項

Abstract

當今職場正值世代交替之際，只靠正式組織規章制度的約束或角色內行為，是無法有效達成組織目標，因此，要讓員工融入組織活力及增進組織效能，「組織公民行為」是扮演著相當重要的角色；然而，如何讓為數漸多之新世代員工，願意奉獻一己之力，融入組織，認同組織，進而建立老幹新枝交融的管理團隊，是人力資源部門必須關注的重要議題。學者指出，企業不斷激發員工的工作熱情、強化成員彼此間的信任及員工受到真誠領導者潛移默化下，是能夠促使員工展現組織公民行為，進而強化組織文化的新氣象。 本研究旨在探討工作熱情、真誠領導、信任感與組織公民行為之間的關聯性，以情緒勞務為調節變項，分析情緒勞務在工作熱情、真誠領導及信任感之間是否具有調節效果。而本研究以台電公司27,082名員工為研究對象，採用抽樣方式以E-mail及委託人力發送問卷來蒐集實證資料，總共回收了803份有效樣本。 研究結果發現：(1)工作熱情對組織公民行為有正向影響，(2)真誠領導對組織公民行為有正向影響，(3)信任感對組織公民行為有正向影響，(4)情緒勞務對工作熱情影響組織公民行為不具調節效果，(5)情緒勞務對真誠領導影響組織公民行為具有正向調節效果，(6)情緒勞務對信任感影響組織公民行為不具調節效果。而本研究的結果，期望能協助人力資源部門有效地運用既有人力資源外，亦能提供管理者以宏觀的角度，做為人力資源發展策略上之參考依據。Today's workforce is changing and we're experiencing the generational transition. The organizational goals cannot be achieved by solely relying on the organizations’ formal regulatory constraints or role behavior. Therefore, to let employees assimilate into the organizational viability and enhance organizational effectiveness, “organizational citizenship behavior” plays an important role. However, how to make an increasing number of the new generation of employees willing to devote themselves to work, assimilate into the organization, identify with the organization value, and further to build a multi-generational managerial team is a critical issue the human resources department must be addressed. The researchers indicate that companies’ constantly stimulating employees’ work passion, strengthening employees’ mutual trust, and imperceptibly influencing employees by authentic leadership can lead them to show organizational citizenship behavior, and resulting in strengthening organizational culture and new organizational climate. This study aims to examine the correlation among work passion, authentic leadership, trust, emotional labor and organizational citizenship behavior. Emotional labor serves as the moderator variable. Hierarchical regression analysis is used to analyze whether or not emotional labor has a moderating effect on the impact of work passion, authentic leadership, trust and organizational citizenship behavior. This research targeted on the 27,082 employees of Taiwan Power Company. The adopted sampling method is sending out questionnaires by emails and hiring people to hand out questionnaires. The empirical data are collected through questionnaires. The total valid samples are 803. The results showed: (1)Work passion has a positive impact on organizational citizenship behavior. (2)Authentic Leadership has a positive impact on organizational citizenship behavior. (3)Trust has a positive impact on organizational citizenship behavior. (4)Emotional labor has no moderating effect on the causal effect of work passion on organizational citizenship behavior. (5)Emotional labor has a positive moderating effect on the causal effect of authentic leadership on organizational citizenship behavior. (6)Emotional labor has no moderating effect on the causal effect of trust on organizational citizenship behavior. With this result we look forward to assisting human resources department in using the existing human resources effectively; it can also provide managers with a macro point of view and served as a reference to human resources development strategies.