بررسي تأثير استراتژي‌هاي كار احساسي و خستگي عاطفي و رضايت شغلي بر رضايت دانشجويان(مورد مطالعه: دانشگاه اصفهان)

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

هدف پژوهش حاضر، تعيين تاثير استراتژي هاي عميق و ظاهري كار احساسي بر رضايت دانشجويان با نقش ميانجي رضايت شغلي و خستگي عاطفي است. روش اين تحقيق توصيفي ـ همبستگي است . جامعه آماري تحقيق حاضر، اعضاي هيات علمي و دانشجويان دانشگاه اصفهان است كه تعداد 175 نفر از اعضاي هيات علمي با استفاده از روش نمونه گيري طبقه اي و تعداد 361 نفر از دانشجويان با استفاده از نمونه گيري تصادفي ساده، مورد انتخاب قرار گرفتند. محاسبات ضرايب مسير و شاخص هاي مدل در نرم افزار Smart-PLS پردازش شد به طوري كه تعداد پرسشنامه هاي جمع آوري شده و قابل تحليل براي بخشي از مدل( اعضاي هيات علمي) 175 و براي بخش ديگر (دانشجويان) 361 عدد بوده كه بعد از جمع آوري و بررسي جواب ها مورد تجزيه و تحليل قرار گرفتند. نتايج پژوهش نشان داد كه خستگي عاطفي بين استراتژي هاي ظاهري كار احساسي و رضايت شغلي نقش ميانجي داشته و خستگي عاطفي بين استراتژي هاي عميق كار احساسي و رضايت شغلي نقش ميانجي دارد، هم چنين رضايت شغلي بين استراتژي هاي ظاهري و هم چنين استراتژي هاي عميق كار احساسي و رضايت دانشجويان نقش ميانجي دارد. نتايج نشان داد خستگي عاطفي بر رضايت شغلي تاثير داشته و هم چنين رضايت شغلي اعضاي هيات علمي بر رضايت دانشجويان دانشگاه تاثير دارد.

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.