A Study of the Relationship among Professional Commitment, Emotional Labor, and Service Quality in Nonprofit Organizations’ Employees：the Case for Disability Organizations in Kaohsiung

• Main Authors: Ya-Ling Kuo, 郭雅玲
• Other Authors: 王湧泉,吳思達
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/93426836313727890861

碩士 === 國立高雄應用科技大學 === 人力資源發展系 === 97 === Feeling good service is an important standard in customers’ mind, and it is also the goal of organizations which offers services. The customer-oriented viewpoint is not only more and more important in profit organizations but also in nonprofit organizations. Creating high quality of service to satisfy customers and resources providers, nonprofit organizations could get more support and sources. The service quality provided by employees in disability organizations directly affects feelings of people with disabilities and their folks, and also affects the organization’s image. The purpose of this study is to understand the relationship among emotional labor, professional commitment, and service quality in nonprofit organizations. This study surveyed questionnaires from the disability organizations in Kaohsiung. The research findings are as follows: 1. Employees’ emotional labor in nonprofit organizations had significant positive effect on professional commitment. 2. Employees’ professional commitment in nonprofit organizations had significant positive effect on service quality. 3. Employees’ emotional labor in nonprofit organizations had significant positive effect on service quality. 4. Professional commitment had mediating effect on the relationship between emotional labor and service quality. 5. There was no significant difference in emotional labor and professional commitment among employees’ demographic characheristics in nonprofit organizations, and there was no significant difference in service quality among people who were serviced, either. Key words：nonprofit organizations, emotional labor, professional commitment, service quality