A Study on relationship among Emotional Labor, Organization Support & Burnout – Evidence from Taiwan Chain Hotel Employees

• Main Authors: Wen-Ling Liu, 劉文玲
• Other Authors: Chia-Han Markus Tsai
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/tfw5zp

博士 === 國立嘉義大學 === 企業管理學系 === 105 === Most of the chains of hotel request that employees have to satisfy clients and give customers wonderful service. Nevertheless, due to the policies of organization, the employees are not able to reveal their intimate thoughts during working. They are usually required doing the best by their institution. Thus, there is an enormous opportunity to result in inconsistent constitution from employees’ mind and body. We call ‘Emotional Labor’. Moreover, in a certain extent, there are several negative affects on Burnout and Organizational Support. 　　The subjects were the employees of the chains of hotel. The purpose of the study examined whether Emotional Labor and Organizational Support had a statistically significant effect upon Burnout. In addition, Organizational Support had a notable regulation effect between Emotional Labor and Burnout. The research utilized convenience sampling and IBM SPSS19 for analysis, one-way anova, Pearson correlation, simple linear regression and multiple regression analysis. Then, the valid questionnaires were collected 244. 　　The results are as following. (1) Emotional Labor affects Burnout, positively. (2) Organizational Support affects Burnout, negatively. (3) Organizational Support had the nonsignificant regulation effect between Emotional Labor and Burnout. In terms of employers, although Emotional Labor and Organizational Support affect Burnout, Organizational Support is more powerful. Therefore, as far as I see, how the owner of hotel strengthen their employees’ Organizational Support is the essential point in the industry.