不當(dāng)督導(dǎo)與服務(wù)破壞：情緒勞動(dòng)的中介作用——以通訊行業(yè)員工為例

1、河南大學(xué)碩士學(xué)位論文不當(dāng)督導(dǎo)與服務(wù)破壞：情緒勞動(dòng)的中介作用--以通訊行業(yè)員工為例姓名：謝文錦申請學(xué)位級別：碩士專業(yè)：應(yīng)用心理學(xué)指導(dǎo)教師：丁桂鳳2011-06IIIAbstract In the “Eleventh Five”periord and future, developing service industry has become essential in the aera of economic development. Th

2、e topic of service sabotage is also paid more attention. At the same time, scholars all over the world are paying attention on the topic of abusive supervision. The paper adopted the method of questionnaire. At first, o

3、n the basis of service sabotage scale, open-ended interviews and questionnaires, we compiled a service sabotage questionnaire, which is suitable for china’s communication industry. Second,we discussed the relationship of

4、 abusive supervision, emotional labor and service sabotage.The third, we inspected the difference of service sabotage in the demographic variables. Study 1: We compiled a service sabotage questionnaire, which is fit fo

5、r china’s communication industry. At first, we asked for 260 staff to fininsh the questionnaire. Than we deleted nine insignificant items and formed a formal questionnaire including nine items according to analysing the

6、data of 160 valid questionnaires. Then we launched a large-scale survey which include1300 communication industry staff. We developed a single-dimension service sabotage scale including seven items through the exploratory

7、 factor analysis of 493 valid questionnaires. The confirmatory factor analysis of other 500 valid questionnaires showed that the scale had a better degreeoffitting, its reliability and validity psychological indicators h

8、ave reached the standard of measurement, which can be used to measure service sabotage. Study 2: This study adopted the service sabotage scale that we developed in study 1 and added abusive supervision scale and emotiona

9、l labor scale to investigate1300 communication industry staff. We explored the relationship of abusive supervision, emotional labor and service sabotage according to SPSS16.0 and Lisrel8.7 statistical software . The resu