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研究生: 曾思穎
Chorn Chinbophaphourng
論文名稱: 自我監督、情緒勞動與組織公民行為
Self Monitoring, Emotional Labor and Organization Citizenship Behavior
指導教授: 史習安
Shih, Hsi-An
學位類別: 碩士
Master
系所名稱: 管理學院 - 國際企業研究所
Institute of International Business
論文出版年: 2023
畢業學年度: 111
語文別: 英文
論文頁數: 66
外文關鍵詞: Self monitoring (SM), Emotional Labor (surface acting) ELSA, Emotional Labor (deep acting) ELDA, Organization citizenship behavior (OCB), Perceived organization support (POS)
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  • This study examined the employee Self Monitoring and how they would choose which type of emotional labor to coup up with the organization’s requirement. While we at it, this study is also further to discuss how emotional labor that the employee present would affect organization citizenship behavior. The total of 200 financial employees in Cambodia were participants in this study. In this study, we found that Self Monitoring has correlation with both emotional labor strategies. we can confirm that all of the staff who participated in this study have self-awareness. This also goes the same for emotional labor toward organization citizenship behavior where both surface acting and deep acting show a negative and positive correlation direction. But not all proposed hypotheses in this study go as we expected. For the moderating role of perceived organizational support, we could not find any relationship that prove POS moderate the relationship between emotional labor (surface acting) and organization citizenship behavior. We are using SPSS 25 and Amos to analyze the data collection and with the help from literature review to understand the employee emotion and behavior during work.

    ABSTRACT I ACKNOWLEDGEMENT II TABLE OF CONTENTS III List of Tables VI CHAPTER ONE 1 INTRODUCTION 1 1.1 Research Background and Motivation 1 1.2 Research Question 4 1.3 Research Structure 5 CHAPTER TWO 6 LITERATURE REVIEW 6 2.1 Emotional Labor 6 2.1.1 Individual Factor (Self Monitoring) and Emotional Labor 7 2.1.2 Emotional Labor and Organization Citizenship Behaviors (OCB) 10 2.1.3 The moderating role of Perceived Organizational Support (Co-worker and Supervisor support): 12 3.1 Research Framework 15 3.2 Research Design 16 3.3 Measurement and Questionnaire Design 16 3.3.1 Individual Factor (Self Monitoring) 16 3.3.2 Emotional Labor (Surface Acting) 17 3.3.3 Emotional Labor (Deep Acting) 18 3.3.4 Organization Citizenship Behavior (Individual, Organization) 19 3.3.5 Perceived Organization Support 20 3.3.6 Control Variable 21 3.4 Data Analysis Methods 21 3.4.1 Description Statistical Analysis 22 3.4.2 Factor Analysis and Reliability Analysis 22 3.4.3 Confirmatory Factor Analysis 23 3.4.4 Common method variance (CMV) and T-test 24 3.4.5 Correlation Matrix 24 3.4.6 Regression Analysis 25 CHAPTER FOUR 26 RESEARCH RESAULT 26 4.1 Descriptive Statistic 26 4.2 Reliability Analysis 27 4.2.1 Self Monitoring Reliability test 28 4.2.2 Emotional Labor (Surface Acting) Reliability test 28 4.2.3 Emotional Labor (Deep Acting) Reliability test 29 4.2.4 Organization Citizenship Behavior (OCB) Reliability test 29 4.2.5 Perceived Organization Support (POS) Reliability test 30 4.3 Confirmatory Factor Analysis 31 4.3.1 Self Monitoring Confirmatory Factor Analysis 31 4.3.2 Emotional Labor (Surface Acting) Confirmatory Factor Analysis 32 4.3.3 Emotional Labor (Deep Acting) Confirmatory Factor Analysis 32 4.3.4 Organization Citizenship Behavior Confirmatory Factor Analysis 33 4.3.6 Confirmatory Factor Analysis Model Fit 2 34 4.3.7 Alternative models 35 4.4 Non response bias (T-test) 35 4.5 Common Method Variance (CMV) 36 4.6 Pearson Correlation Coefficient 38 4.7 Hypotheses Testing 40 4.7 Linear Regression Analysis 41 4.7.1. Self Monitoring and Emotional Labor (surface acting) 41 4.7.2 Emotional Labor (surface acting) and organization citizenship behavior 41 4.7.3 Self Monitoring and Emotional Labor (deep acting) 42 4.7.4 Emotional Labor (deep acting) and organization citizenship behavior 43 4.8 Moderation effect of Perceived organization support (POS) 43 4.8.1 Emotional Labor (surface acting), Organization Citizenship Behavior, Perceived Organization Support 43 4.8.2 Emotional Labor (deep acting), Organization Citizenship Behavior, Perceived Organization Support 44 CHAPTER FIVE 46 CONCLUSION AND SUGGESTION 46 5.1 Summary of research results 47 5.2 Theoretical implication and contributions 48 5.3 Practical Implication 49 5.4 Limitation and Future Research 50 REFERENCES 52 APPENDICES 58 Appendix 1 58

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