| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 91 === The Abstract of Thesis
Title：The study of the relationship among hospital employees, emotion labor load and customer-oriented behavior.
School：National SUN YAT-SEN University
Department：Institute of Human Resource Management
Academic year：91
Author：Hsiu-Ching Tai
Adviser：Dr. Bih-Shiaw Jaw Dr. Liang-Chih Huang
Abstract
At the world competition period, business must pay more attention to customer oriented service and customer satisfaction as the company core ability to face the challenges. Customer-oriented behavior is the necessary condition for business to exist in the world and it becomes the business management trend. Medical treatment in Taiwan will make a revolution in the 21st century by the medical policy changes. This situation makes the hospital management become harder and face more challenges.
Medical service industry doesn’t only have normal trait like the common service industry, but also have many specific traits. However, the hospital is a working environment with high emotional labor load. If hospital employees can not deal with their emotions appropriately, it will cause emotional exhaustion and influences customer-oriented behaviors. In order to understand if the emotional exhaustion is a mediator between the emotional labor load and the customer-oriented behavior, also, if the emotional management affects the emotion labor load, emotion exhaustion and customer-oriented behavior is the research purpose.
The samples are 503 employees of two hospitals at Kaohsiung, but the valid questionnaires are 399. After SPSS for Windows 8.0 statistic analyzing, the results are summarized as following:
1. The hospital employees with different characters will lead to variance emotional labor load, emotional exhaustion, emotional management and customer-oriented behaviors.
2. There is a relationship between the emotional labor load, emotional exhaustion and
customer-oriented behaviors.
3. The relationship between the emotional labor load and customer-oriented behavior has prediction.
4. The emotional exhaustion has intermediary effect between emotional labor load and customer-oriented behavior.
5. The emotional management of emotional empathy, emotional expression and awareness have mediator effects between the emotional labor load and emotional exhaustion.
Therefore, the high emotional labor load of hospital employees can be eliminated by emotional expression and awareness, and the emotional exhaustion can be decreased. Then, this situation will influence the customer-oriented behavior. Also, management use human resource management proposal to reinforce employees’ emotional manage skills. IT will help employees decrease the emotional labor load, emotional exhaustion, and improve customer-oriented behavior.
Key Words: hospital employees, emotional labor load, emotional exhaustion,
emotional management, customer-oriented behavior.
|
|---|
