不當督導對內勤工作者情緒勞動之影響-以政治技能與壓力因應為調節變項

Abstract

本研究目的主要在探討內勤工作人員受到主管不當督導的情緒勞動程度，討論政治技能與壓力因應是否能有效減緩該情緒勞動的產生。研究採用便利抽樣，以企業內勤工作者為主要研究對象，共回收有效問卷356份。經PROCESS分析與階層迴歸驗證發現，一、不當督導對內勤工作者的情緒勞動影響顯著；二，政治技能與壓力因應皆可部分調節不當督導對內勤工作者的情緒勞動；三，同時具備政治技能與壓力因應，未有加成調節不當督導所造成的內勤工作者情緒勞動之效果。最後根據研究限制提出對未來相關研究的探討方向建議與說明。

This research aims to investigate the relationship between abusive supervision and emotional labor on office employees. This study discusses how emotional labor is generated and whether political skills and stress coping can slow it down effectively.Using hierarchical regression and PROCESS analyses on data collected from a sample of 356 office employees, the responses were used to testify the proposed hypotheses. Three results are presented in this paper： In the beginning, abusive supervision considerably raises the emotional labor of office employees. Second, political skills and stress coping are the two most efficient variables in adjusting the emotional labor of office employees under abusive supervision. Third, when these variables are put into the equation at the same time, no double moderating effect on office employees’ emotional labor generated from abusive supervision is observed.Based on the results of the study, limitations, practical implications and suggestions are discussed for future research.