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E96065
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014
餐旅情緒勞務量表之跨文化差異比較與效度驗證
Cross-Cultural Validation of the Hospitality Emotional Labor Scale
1.朱惠玲
1.Hei-lin Chu
1.東海大學餐旅管理系
1.Department of Hospitality Management, Tunghai University
001,002,003,004
1.東海大學餐旅管理系
1.Department of Hospitality Management, Tunghai University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2007-08-01
A.14 計畫執行期間(訖):2010-07-31
2008-05-012009-04-012008-12-202009-04-01
A.16 收到日期:2011-02-15
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在飯店產業前平台正職工作人員

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528


528
003,004,007
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C.2 聯絡日期:2011-02-18
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1.東海大學餐旅管理系
1.Department of Hospitality Management, Tunghai University
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C.7 資料公開日期:2012-08-01
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008
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001
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1.文化差異比較
2.情緒勞務
3.餐旅服務工作
1.Cross-cultural Comparison
2.Emotional Labor
3.Hospitality Service Job
 本研究旨在探討餐旅服務人員的情緒管理與表達是否會受到其文化背景的影響,並此文化因素是否會影響此勞務對服務人員所照成的身心影響。本研究分為兩階段 進行,在第一階段,本研究採用餐旅情緒勞務量表(the hospitality emotional labor scale) 來測量情緒勞務,在進行文化差異比較之前,本研究首先以嚴謹的態度驗證本量表的理論效度,效度之建立乃是藉由本量表與其他知名之情緒勞務量表之相關分析判 別,當與理論架構(employee-focused approach) 相同的情緒勞務量表尺度有高度相關時,代表本餐旅情緒量表具備有趨同效度 (convergent validity);反之當本量表與其他情緒勞務量表建構在不同理論架構(job-focused approach)之上的量表間有低度相關時,則證明本餐旅情緒量表具備有優異的區別效度(discriminant validity)。在確認本量表的理論效度之後,第二階段將為情緒勞務效應之跨國文化比對,本研究選取兩個不同文化之國家(美國之個人主義對照台灣之群 體主義),瞭解不同文化背景是否會影響服務人員選擇何種方式呈現出適當的工作情緒,並此情緒勞務是否會對服務人員的工作滿意度與情緒浩劫產生負面的影響。 研究結果可提供全球性的餐旅業者的具體有效之衡量工具測量其員工的情緒勞務外,並可提供餐旅產業在服務人員之遴選,訓練,及管理之參考。

 The purposes of this study are to examine the utility of the HELS in terms of its construct validity as well as its structure invariance cross-culturally. The utility analyses concern the security of two types of validity of the HELS, convergent validity and discriminant validity. This study first examines the convergent validity of the HELS by examining it』s correlation with another emotional labor scale also based on employee-focused approach proposed by Brotheridge and Lee (2003). The discriminant validity of HELS is checked by examining its correlation with another emotional labor scale based on job-focused approach to emotional labor proposed by Morris & Feldman (1996; 1997). Despite the fact that emotion presentation is culturally sensitive, relatively little cross-cultural research has been done on them. After examining the construct validity of the HELS, this study examines how employees with different cultural background (individualism vs. collectivism) response to the HELS in order to provide the evidence of cross-cultural invariance of the HELS. It compares how U.S. and Taiwanese hospitality service providers manage their emotions at work, as well as how this labor has psychological damaging effects on employees』well-being.

D.16 完成檢誤日期:2012-08-31
D.17 預定釋出日期:2012-09-24
D.18 初次釋出日期:2012-09-24
D.19_1 最新版釋出日期:2012-09-24
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10.6141/TW-SRDA-E96065-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E96065
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E96065en
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