The effects of emotional labor,emotional experience and leader-member exchange relationship on burnout：Based on the frontline staff in Taiwan High Speed Rail
碩士 === 雲林科技大學 === 企業管理系碩士班 === 96 === The transportation service in Taiwan is in a highly competition. It is difficult to be a winner when there is no difference between businesses. Employee, the most precious property, is an important competitive advantage that cannot be imitated and replaced by...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2008
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| Online Access: | http://ndltd.ncl.edu.tw/handle/26175056090597463787 |
| Summary: | 碩士 === 雲林科技大學 === 企業管理系碩士班 === 96 === The transportation service in Taiwan is in a highly competition. It is difficult to be a winner when there is no difference between businesses. Employee, the most precious property, is an important competitive advantage that cannot be imitated and replaced by machine. Taiwan High Speed Rail(THSR) has to help employees reduce burnout and train them to display suitable emotion to service customer by good HRM strategy which not only makes employees become a competitive advantage for business, but also differentiates from the others. This study would like to treat of the relation between emotional labor and emotional experience, and whether the relation between emotional experience and burnout will interfered by leader-member exchange(LMX). This research includes poll method and invites THSR’s employees as the participants. 187 questionnaires out of 400 were returned. The response rate is 46.75.
Some results are shown as the following：
1. Emotional labor is positively related to positive emotional experience, and negatively related to negative emotional experience.
2. Positive emotional experience has negative relation with burnout that positively relates to negative emotional experience.
3. LMX interferes in the relation between emotional experience and burnout.
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