電信業第一線服務人員情緒勞務與組織公民行為關係研究－以C公司為例

Abstract

本研究為瞭解電信業的第一線服務人員情緒勞務與組織公民行為實際情況以及員工個人背景變項與二者之間關聯性。 本研究採用問卷調查方式，問卷調查對象為電信業C公司之子公司第一線服務員工，研究對象總計376名員工。驗證獲得研究結果為：(1) 不同背景第一線服務人員的情緒勞務具有顯著差異，部分成立；(2) 不同背景第一線服務人員的組織公民行為具有顯著差異，部分成立；(3)第一線服務人員情緒勞務與組織公民行為具顯著正向影響，成立。研究成果可提醒企業管理單位追求企業營收獲利的同時，能了解員工情緒勞務的現況，以公司制度規章、勞動場所或工作教育訓練及員工健康促進等進行管理與改善，更能滿足員工的心理需求、提升對企業的認同感。

This research is to study the relationship among emotional labor, organizational citizenship behavior, and the personal background variables of the first-line employees in telecommunication industry. The study uses questionnaire survey research method. The objects of the investigation are 376 first-line employees in the subsidiary company of the telecommunication company C. The research results are: (1)the emotional labor of the first-line employees with different background variables is significantly different, and which is partially established; (2)the organizational citizenship behavior of the first-line employees with different background variables is significantly different , and which is partially established; (3) the emotional labor of the first-line employees has a significant positive impact on organizational citizenship behavior, and which is established. The results of the research show that when managers pursue the profit of company, understanding the current status of employees' emotional labor, to improvement of company rules, regulations, and workplace, and enhancing training program and employee health care can better meet the psychological needs of employees and enhance the enterprise’s sense of identity.