Research on the quality of work life, job satisfaction and intention to quitof emotional labor─ based on the examples of the receptionists of Chunghwa Telecom

• Main Authors: Jin-Chuan Chen, 陳金娟
• Other Authors: Jin-Feng Uen
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/10978373915382155708

碩士 === 國立中山大學 === 人力資源管理研究所 === 89 === Research on the quality of work life, job satisfaction and intention to quit of emotional labor ─ based on the examples of the receptionists of Chunghwa Telecom. Abstract With change of industrial structure and structure of labor force, service sector has become the major trend of the economical society in lieu of agriculture and industry, and play quite an important role in the global economic. The service quality has always been a competitive tool emphasized by the organizations among the service sectors. Therefore, the primary service personnel turn to be the key factor deciding whether the service quality is good or not. Rafaeli & Sutton (1989) thought that customers viewed a whole and overall impression on those organizations out of the emotions expressed by the employees. When emotions are turned from private behaviors to commercialization, the organizations also start to think how to make use of a variety of managerial methods to let the emotional labors performance their best at work. Since relative research on emotional labor is not mature theoretically, and the job behavior, characteristic, outcomes etc. of the performers of such fields are not that clear relatively, this research tends to proceed an empirical research on the job behavior and feeling of the emotional labors (the receptionists) of the service sector (Chunghwa Telecom), in order to flesh out the relative empirical explores on such field, and wish to provide appropriate advices through the explored outcomes of this research; moreover, these can be important references to management proposal of the emotional labor human resources while the companies are being transformed (privately owned by the people). This research used the questionnaire, and adapted the descriptive statistical analysis, validity analysis, factor analysis, t-test on independent samples, one-way ANOVA, Pearson’s relative and regressive analysis to explore the relationship among the quality of work life, the job satisfaction and intention to quit of the receptionists, and further took the job satisfaction as the moderating factor to explore its moderating effect to the relationship between the job satisfaction and intention to quit. The important findings are as follows: 1.The receptionists identify themselves least with the ideas that the quality of work life is based on the components of the company system and growth of esteem. 2.The receptionists are discontented most with that external satisfaction is based on the components of job satisfaction. 3.The receptionists tend to quit generally. 4.The receptionists tend to be of middle and old aged from the view of distribution of overall age. 5.There are significant positive correlations and positive influences on the quality of work life and job satisfaction of the receptionists; especially, the relation and ability of the components of superiors’ attitude to predict external satisfaction are the highest; moreover, the relation and ability of the components of job nature to predict internal satisfaction and general satisfaction are the highest. 6.There are significant negative relative and negative influences on the job satisfaction and intention to quit of the receptionists; especially, the relation and ability of the components of external satisfaction to predict the intention to quit are the highest. 7.There are significant negative relative and negative influences on the quality of work life and intention to quit of the receptionists; especially, the relation and ability of the components of company system to predict the intention to quit are the highest. 8.Only partial moderating effect exists between the relationships of job satisfaction versus quality of work life and intention to quit. Key words: emotional labor, quality of work life, job satisfaction, intention to quit