| Summary: | 碩士 === 朝陽科技大學 === 保險金融管理系 === 102 === This study mainly discussed the relationships of emotional labor, emotion regulation and engagement and spiritual leadership as a moderator to research the interfering effect on the relationship between emotion regulation and engagement. We provided human resources management and organizational leadership suggestions to the financial service industry.
In this study, we proposed conceptual framework and research hypotheses after the literature reviewed about emotional labor, emotion regulation, engagement and spiritual leadership. The research method was survey by questionnaires, including the emotional labor scale, emotion regulation scale, spiritual leadership scale and engagement scale. The questionnaires participants were financial service employees, including banking, securities, insurance, post office, financial management companies, financial holding companies, etc. In this study, 580 questionnaires were sent, and 510 questionnaires were returned, a return rate of 87.93%. After discarding invalid questionnaires, a total of 480 valid questionnaires, the rate of valid samples were 82.75%.
After valid questionnaires collected, descriptive statistical analysis was conducted to understand the distribution of the sample data in personal background. Pearson correlation analysis was conducted to test the relationships of the dimensions of emotional labor, emotion regulation, engagement, and spiritual leadership. Structural equation model was conducted to test the effect emotional labor on emotion regulation and the effect emotion regulation on engagement. Hierarchical regression analysis was conducted to test the moderated effect of the spiritual leadership on the relationship of emotion regulation and engagement.
According to data analysis, the following conclusions were proposed in the study:
1. Expression suppression was positively affected by surface acting, and cognitive reappraisal was positively affected by deep acting.
2. Engagement was positively effect on expression suppression.
3. The negative relationship between expression suppression and engagement was be weaken by the moderating of spiritual leadership.
The following suggestions were proposed in accordance with the foregoing conclusions:
1. Trained emotional management capabilities for the financial service employees based on the personal characteristics.
2. Planned emotional management courses to enhance the ability of emotion regulation and thus enhancing engagement.
3. Promoted spiritual leadership to create the organizational culture of trust and support.
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