بررسی تأثیر استراتژی‌های کار احساسی و خستگی عاطفی و رضایت شغلی بر رضایت دانشجویان(مورد مطالعه: دانشگاه اصفهان)

دوماهنامه علمی - پژوهشی رهیافتی نو در مدیریت آموزشی

مقاله 5، دوره 11، شماره 44، مهر و آبان 1399، صفحه 101-120   

نوع مقاله: مقاله پژوهشی

نویسندگان

فریماه جعفرلی^* ؛ هما درودی

گروه مدیریت، واحد زنجان، دانشگاه آزاد اسلامی، زنجان، ایران

تاریخ دریافت: 24 بهمن 1397،  تاریخ بازنگری: 25 اردیبهشت 1398،  تاریخ پذیرش: 01 تیر 1399 

چکیده

هدف پژوهش حاضر، تعیین تاثیر استراتژی های عمیق و ظاهری کار احساسی بر رضایت دانشجویان با نقش میانجی رضایت شغلی و خستگی عاطفی است. روش این تحقیق توصیفی ـ همبستگی است . جامعه آماری تحقیق حاضر، اعضای هیات علمی و دانشجویان دانشگاه اصفهان است که تعداد 175 نفر از اعضای هیات علمی با استفاده از روش نمونه گیری طبقه ای و تعداد 361 نفر از دانشجویان با استفاده از نمونه گیری تصادفی ساده، مورد انتخاب قرار گرفتند. محاسبات ضرایب مسیر و شاخص های مدل در نرم افزار Smart-PLS پردازش شد به طوری که تعداد پرسشنامه های جمع آوری شده و قابل تحلیل برای بخشی از مدل( اعضای هیات علمی) 175 و برای بخش دیگر (دانشجویان) 361  عدد بوده که بعد از جمع آوری و بررسی جواب ها مورد تجزیه و تحلیل قرار گرفتند. نتایج پژوهش نشان داد که خستگی عاطفی بین استراتژی های ظاهری کار احساسی و رضایت شغلی نقش میانجی داشته و خستگی عاطفی بین استراتژی های عمیق کار احساسی و رضایت شغلی نقش میانجی دارد، هم چنین رضایت شغلی بین استراتژی های ظاهری و هم چنین استراتژی های عمیق کار احساسی و رضایت دانشجویان نقش میانجی دارد. نتایج نشان داد خستگی عاطفی بر رضایت شغلی تاثیر داشته و هم چنین رضایت شغلی اعضای هیات علمی بر رضایت دانشجویان دانشگاه تاثیر دارد.

کلیدواژه‌ها

استراتژی های عمیق کار احساسی؛ استراتژی های ظاهری کار احساسی؛ خستگی عاطفی؛ رضایت شغلی؛ رضایت

عنوان مقاله [English]

The Effect of Emotional labor Strategies and Emotional exhaustion and Job Satisfaction on Student Satisfaction

نویسندگان [English]

farimah jafarli؛ homa doroudi

department of management , Zanjan Branch, Islamic Azad university, Zanjan, Iran

چکیده [English]

The purpose of this study was to determine the effect of deep and surface emotional labor strategies on students' satisfaction with the mediating role of job satisfaction and emotional exhaustion The research method is descriptive - correlation survey . The statistical population of the present study is faculty members and students of Isfahan University. A total of 175 faculty members were selected using stratified sampling method and 361 students were selected using simple random sampling. The path coefficient calculations and model indicators were processed in Smart-PLS software so that the number of questionnaires collected and analyzed for a part of the model (faculty members) was 175 and for the other part (students) was 361 which after the collection And the answers were analyzed. The results of this study showed that emotional exhaustion has a mediator role between the surface strategies of emotional labor and job satisfaction, and emotional exhaustion has a mediating role between deep emotional labor strategies and job satisfaction, as well as job satisfaction between surface strategies as well as deep emotional labor strategies and Student Satisfaction has a mediating role. The results indicated that emotional exhaustion had an effect on job satisfaction and also the job satisfaction of faculty members affects students' satisfaction.

کلیدواژه‌ها [English]

Deep Emotional labor Strategies, surface Strategies, Emotional exhaustion, Job Satisfaction, Satisfaction

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