員工情緒勞務是否能提高服務品質:創造力環境與工作標準化是衝突或互補

碩士人力資源管理研究所[[abstract]]近年來，心理學界已採用「正向心理學」的理論來解釋複雜的人類行為。部分組織行為的研究者也開始將此概念應用至員工行為的研究中，員工之工作熱情是此範疇中較受矚目的新興議題之ㄧ。根據正向心理學所提出的概念，具有高度工作熱情的員工，能夠幫助提昇其正向的工作行為與工作績效。再者，Gallup管理顧問公司歸納出十二項能促使員工展現優秀績效的重要因素，因此，本研究探究了此十二項要素是否能夠激發員工之工作熱情，進而提昇員工之工作績效。 本研究以製造業為研究母群，採取立意分層隨機抽樣的方式，針對四家個案公司進行實證研究。共發放問卷430 份，回收之有效問卷為408 份，有效之回收率為94.8%。針對回收之問卷以階層多元?歸及結構方程模式探討研究變項間的關係。根據實證結果，本研究獲致以下之五項主要結論︰一、正向的人格特質能夠提昇員工之工作熱情與工作績效；二、多數類型的熱情因子多會對工作績效產生正面之影響；三、「激勵因子」、「任務因子」、「成長因子」三種熱情因子多是提升員工之工作熱情的主要來源；四、員工工作熱情之「專注熱情」會顯著的正向影響工作奉獻績效；五、員工工作熱情對熱情因子與工作績效之影響具有完全中介效果。最後，本研究根據研究結論，分別針對企業界及後續的研究者提出多項具體建議。[[abstract]]The theory of positive psychology grows rapidly, some researchers of organizationl behavior are interested in this field and use this concept on the research of employee’s behavior. Employee’s job passion is one of the issues. Really, each organization all needs to have passionate members, so they will do their best in the job to help the organization achieve their goal. Moreover, Gallup Management Institution had concluded 12 factors that could help employee to perform excellent performance. Therefore, we want to inquire the influence of the 12 factors on employee’s job passion and then on the job performance. In order to achieve the research goal, we sent 430 questionnaires to four manufacturing companies in Taiwan, and 408 valid questionnaires were returned. The valid responded rate is 94.8%. Analyzed the data by hierarchical multiple regression and structural equation modeling, we have obtained the following five conclusions: 1. Positive personalities could increase employee’s job passion and job performance. 2. Most passion factor had a significant positive and direct impact on job performance. 3. All three types of passion factor were the major source of employee’s job passion. 4. Job passion of absorption had a significant positive and direct impact on job dedication 5. Employee’s job passion had mediating effect between passion factor and job performance. Finally, according to the conclusions, implication of the results and suggestions for the enterprises and future researches are discussed in the end of this research