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1、大 学 硕士学位论文澳門賭場员工情绪劳动、工作满意 与团体效能感关联性研究-以社會支 持及員工社会企业责任认知为干擾變 項 XX 二一四年摘 要 情绪劳动是组织行为学的新兴研究领域。情绪劳动是近20年来西方组织行 为学研究中一个新兴的研究领域,目前业已引起很多学者之研究兴趣。情绪劳动 对于赌场员工的工作有重要影响。本研究在文献综述的基础上,提出了理论框架 和研究假设。情绪劳动对于服务行业的工作有重要的影响,而博彩业是澳门地区 增长较快的服务行业,因此,研究博彩从业人员的情绪劳动更为必要。本论文论 述的重心乃以澳门赌场员工之情绪劳务负荷、情绪耗竭对工作满意度的影响做 为研究构面，并进一步探究社会
2、支持与情绪智力的干扰效果，以提供澳门赌场 员工在处理他人或自我情绪事件时之参考。利用统计分析软件 SPSS 进行描述 性统计、T 检定及回归等分析，本研究在分析国内外有关情绪劳动研究文献的 基础上,梳理情绪劳动的相关概念、理论,提出本研究的目的。采用访谈法、问 卷法等多种研究方法,以博彩业员工为研究对象,以澳门赌场员工为研究对象， 采用问卷调查方式进行研究，总计发出 XXX 份问卷，回收 XXX 份，有效问卷 XXX 份。通过方差分析、相关分析、探索性因素分析、验证性因素分析、回归 分析及结构方程模型等统计分析方法,探讨了情绪劳动与情绪耗竭、团体效能之 间的关系以及情绪耗竭在情绪劳动与团体关联
3、性之间的作用。本研究的创新之 处在于:在我国文化和现实背景下用实证的方法对博彩业员工的情绪劳动状况进 行了初步考察,尝试把情绪劳动、情绪耗竭与团体效能综合在一起,探讨了三者 之间的关系,考察了情绪耗竭在情绪劳动与心理健康之间的中介效应,构建并验 证了三者之间关系的结构模型。今后对情绪劳动的研究应该在建构完整模型、 拓展研究领域、采用更多研究方法方面着手进行更加深入的研究。关键词：员工情绪劳动、情绪耗竭、团体效能、澳门赌场为例Staff emotional labor, emotional exhaustion and group effectiveness research associati
4、on - A Case Study of Macau Casino ABSTRACT Emotional labor is an emerging research field of organizational behavior. Emotional labor is nearly 20 years of Western organizational behavior research an emerging field of research, the current research interest has caused many scholars. Emotional labor h
5、as important implications for casino employees work. On the basis of literature review, we propose a theoretical framework and research hypotheses. Emotional labor for the service sector has an important impact work, and faster growth in Macau gaming industry is service industry, so emotional labor
6、research practitioners betting more necessary. This paper discusses the emotional center of Macau casino employees are based labor burden, emotional exhaustion impact on job satisfaction facets as research and further explore the moderating effect of social support and emotional intelligence to prov
7、ide the Macau casino employees in dealing with others or event of emotional self-reference. Using statistical analysis software SPSS descriptive statistics, T test and regression analysis, this study based on the analysis of domestic and foreign relevant research literature on emotional labor, emoti
8、onal labor comb concepts, theories, that the purpose of this study. Using a variety of research methods interviews, questionnaires, etc., in order to study the gaming industry employees to the Macau casino employees for the study, conduct research using questionnaires, issued a total of 921 question
9、naires were distributed 647 copies, 602 copies of valid questionnaires. By analysis of variance, correlation analysis, exploratory factor analysis, confirmatory factor analysis, regression analysis and statistical analysis methods such as structural equation modeling to explore the emotional labor a
10、nd emotional exhaustion, the relationship between group effectiveness and emotional exhaustion and emotional labor groups correlation between the effects. The innovation of this study is: In the context of the culture and the reality of the empirical method of emotional labor situation gaming staff
11、conducted a preliminary investigation, try to put emotional labor, emotional exhaustion and group performance integrated together, discussed the three The relationship between the effects of emotional labor between emotional exhaustion and mental health mediating effect, build and validate the struc
12、tural model of the relationship between the three. Future research on emotional labor in the construction of a complete model should expand research areas, the use of more research methods to proceed with a more in-depth study. Keywords:employee emotional labor, emotional exhaustion, group performan
13、ce , for example in Macau casinos1 致谢 自读研以来，得遇良师，师从XX先生，吾之幸事，先生温恭和蔼，博学厚 识，以身作则，治学严谨，授业传道，润物无声，虽短短两年，亦收益匪浅； 又得同窗学友，皆四海之英才，志同道合，相互鞭策，情深义厚，倍感珍惜； 幸遇同寝室友，乐观开朗，关怀备至，共同进步，受益至深，吾深谢之。 身体发肤，受之父母。父母之恩，永世难忘。父母之爱不求回报，虽默默 无闻，但永伴随左右。望父母健康，望我不负他们的期望，望有今后，回报他 们的爱。 人生多聚散，情义在心间。青葱数载，稍纵即逝，然铭记如初。于珞珈校 园，美好而不舍怀念；于先生教诲，感恩而难忘于心；于室友同窗，情深而意 气相投。所有的这一切，都将永留我心，伴随我以后的人生道路，共同前行！ XXX XX 大学 2014 年日2 目录 摘 要.II ABSTRACT.III 致谢.1 第一章、 绪论.3 1.1 研究背景及研究重要性.3 1.2 研究目的.4 1.3 研究范围与限制.5 1.4 重要名词界定.
