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系統識別號 U0026-1612201812381900
論文名稱(中文) 探討電信產業中工作要求與工作資源對員工態度與行為的影響:以情緒管理為中介變數
論文名稱(英文) Investigating the Effect of Job Demands-Resources on Employee Attitude and Behavior in the Telecommunications Industry: The Mediating Role of Emotion Regulation
校院名稱 成功大學
系所名稱(中) 電信管理研究所
系所名稱(英) Institute of Telecommunications and Management
學年度 105
學期 2
出版年 106
研究生(中文) 黃婕昕
研究生(英文) Chieh-Hsin Huang
學號 R96044013
學位類別 碩士
語文別 英文
論文頁數 68頁
口試委員 指導教授-廖俊雄
口試委員-孫雅彥
口試委員-呂錦山
口試委員-楊清喬
口試委員-游鵬勝
中文關鍵字 工作要求-資源模式  情緒管理  工作表現  行動電信產業 
英文關鍵字 Job demands-resources (JD-R) model  Emotion regulation  Job performance  Mobile telecommunications industry 
學科別分類
中文摘要 在競爭非常激烈的全球市場中,行動電信公司面臨到Over The Top (OTT)服務(例如:LINE、Spotify以及Netflix等)的威脅與日俱增,這些OTT服務的興起使得行動電信公司傳統語音和簡訊服務營收萎縮,也讓行動數據的流量大幅增加。因此,為了避免成為OTT服務的笨水管,行動電信公司必須要尋找可營利的商業策略來因應市場環境的改變。本研究延伸過去相關主題的研究,並探討工作特質對於員工態度與行為的影響。研究模型考量到工作要求、工作資源、工作倦怠、工作投入和工作表現,並檢驗各個構面之間的關係。不同受測者的人口特性是否會對工作特質、員工態度與行為以及情緒管理有差異化的現象。此外,檢驗情緒管理在工作要求和工作表現之間與工作資源和工作表現之間的中介效果。訪問對象為台灣行動電話公司的員工,最後回收的有效樣本數為252份。
研究結果顯示,工作要求對工作倦怠有顯著的正向關係、工作資源對工作投入與情緒管理有顯著的正向關係、工作投入與工作表現有顯著的正向關係、情緒管理對工作投入與工作表現有顯著的正向關係,但與工作倦怠有顯著的負向關係。然而,工作要求對情緒管理有顯著的正向關係,此研究結果與假設相悖。從標準化路徑係數的比較,發現工作資源對工作表現的影響最強,其次則為情緒管理和工作要求。情緒管理在工作要求與情緒管理之間具有完全中介效果,且在工作資源與情緒管理之間具有部分中介效果。再來,ANOVA分析的結果顯示受訪者的人口特性與工作要求、工作資源、工作倦怠、工作投入、情緒管理、以及工作表現之間存在差異性。最後,根據實證數據分析的結果,本研究提出管理層面上的建議來提升員工的工作表現與加強員工情緒管理能力。
英文摘要 In very competitive global markets, mobile telecommunications companies face increasing threats from over the top (OTT) services such as LINE, Spotify, and Netflix, thus decreasing traditional voice and messaging services and creating congestion in mobile data traffic. New, more profitable business strategies are desperately needed by telecommunications companies to avoid becoming “the dump pipes of OTT services.” This study extends the main stream of research on this topic by investigating the impact of job characteristics on employee attitudes and behavior. Job demands, job resources, job burnout, job engagement, emotion regulation, and job performance are considered in the model, and the extent of their causal relationship are tested. In particular, an investigation was conducted to examine the degree to which job characteristics, employee attitudes and behavior, and emotion regulation vary with respondents’ demographic characteristics. Further, the mediating role of emotion regulation on the relationships between job characteristics and employee attitudes and behavior is examined. A total of 252 valid respondents were collected by distributing questionnaires to the employees of mobile telecommunications companies in Taiwan.
In the results, it was found that job demands positively influenced job burnout; job resources positively influenced job engagement and emotion regulation; job engagement positively influenced job performance; and emotion regulation positively influenced job engagement and job performance but negatively influenced job burnout. However, job demands positively influenced emotion regulation, unlike the hypothesized negative linkage. A comparison of the standardized path coefficients revealed that job resources had the strongest impact on job performance, followed by emotion regulation and job demands. Emotion regulation fully mediated the relationship between job demands and job performance and partially mediated both the relationship between job resources and job performance. Further, the ANOVA results revealed that the job demands, job resources, job burnout, job engagement, emotion regulation, and the job performance levels of the respondents varied significantly with their demographic characteristics. Finally, managerial suggestions were provided for the mobile telecommunications industry that may possibly enhance employees’ job performance and their emotion regulation.
論文目次 Table of Contents i
List of Tables ii
List of Figures iii
Chapter One Introduction 1
1.1 Background and Motivation 1
1.2 Research Objectives 4
Chapter Two Job Demands-Resources Model 5
Chapter Three Hypothesis Development 9
3.1 Job demands and Job resources 9
3.2 Job Burnout and Job Engagement 10
3.3 Emotion Regulation 13
3.4 Job Performance 15
Chapter Four Research Model and Design 19
4.1 Research Model 19
4.2 Measurement Development 20
4.3 Data Collection and Sampling 24
4.4 Analysis Procedure 24
Chapter Five Empirical Results 27
5.1 Descriptive Statistics Analysis 27
5.1.1 Respondent Profile 27
5.1.2 Mean and Standard Deviation of Items 29
5.1.3 Analysis of Variance Analysis 31
5.2 Confirmatory Factor Analysis 40
5.3 Structural Equation Modeling 43
5.4 Mediation Analysis 48
Chapter Six Conclusion and Discussion 52
6.1 Summary of the Results 52
6.2 Managerial Implications 53
6.3 Limitations and Future Research 54
References 56
Appendix A: Items in Questionnaire 63
Appendix B: Items in Chinese Questionnaire 65
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