راﺑﻄﻪ واﮐﻨﺶ ﻫﺎی ﻧﯿﺮوی ﮐﺎر ﻋﺎﻃﻔﯽ و ﻫﻮش ﻫﯿﺠﺎﻧﯽ ﮐﺎرﮐﻨﺎن زن ﺷﺮﮐﺖ آب و ﻓﺎﺿﻼب اﺳﺘﺎن ﻫﻤﺪان ﺑﺎ ﺳﻦ و ﺳﺎﺑﻘﻪ ﮐﺎری آن ﻫﺎ

زﻣﯿﻨﻪ و ﻫﺪف: واﮐﻨﺶ ﻫﺎی ﻧﯿﺮوی ﮐﺎر ﻋﺎﻃﻔﯽ ﯾﮑﯽ از ﻣﻮﺿﻮع ﻫﺎی ﻣﻬﻢ ﻣﻮرد ﻋﻼﻗﻪ ﻣﺤﻘﻘﺎن ﻣﺪﯾﺮﯾﺖ رﻓﺘﺎر ﺳﺎزﻣﺎﻧﯽ و ﻋﺎﻣﻠﯽ ﻣﻬﻢ در ﭘﯿﺸﮕﻮﯾﯽ و درک رﻓﺘﺎر ﺳﺎزﻣﺎﻧﯽ اﺳﺖ . ﻫﺪف اﯾﻦ ﭘﮋوﻫﺶ، ﺑﺮرﺳﯽ راﺑﻄﻪ واﮐﻨﺶ ﻫﺎی ﻧﯿﺮوی ﮐﺎر ﻋﺎﻃﻔﯽ و ﻫﻮش ﻫﯿﺠﺎﻧﯽ ﺑﺎ ﺳﻦ و ﺳﺎﺑﻘﻪ ﮐﺎر ﮐﺎرﮐﻨﺎن زن ﺷﺮﮐﺖ آب و ﻓﺎﺿﻼب اﺳﺘﺎن ﻫﻤﺪان ﺑﻮد. روش: اﯾﻦ ﭘﮋوﻫﺶ ﮐﺎرﺑﺮدی و از ﻧﻮع ﻫﻤﺒﺴﺘﮕﯽ اﺳﺖ. ﺟﺎﻣﻌﻪ آﻣﺎری ﭘﮋوﻫﺶ را ﮐﺎرﮐﻨﺎن ﺷﺮﮐﺖ آب و ﻓﺎﺿﻼب اﺳﺘﺎن ﻫﻤﺪان ﺑﻪ ﺗﻌﺪاد 103 ﻧﻔﺮ ﺗﺸﮑﯿﻞ داده اﻧﺪ و ﻧﻤﻮﻧﻪ 81 ﻧﻔﺮی از آن ﻫﺎ ﻣﻮرد ﭘﺮﺳﺶ ﻗﺮار ﮔﺮﻓﺘﻨﺪ. داده ﻫﺎ ﺑﻪ ﮐﻤﮏ ﭘﺮﺳﺸﻨﺎﻣﻪ روا و ﭘﺎﯾﺎی واﮐﻨﺶ ﻫﺎی ﻧﯿﺮوی ﮐﺎر ﻋﺎﻃﻔﯽ(ﻫﻮر و ﻫﻤﮑﺎرن، 2015) و ﻫﻮش ﻫﯿﺠﺎﻧﯽ(ﺷﺎﭘﻠﯽ و ﻫﻤﮑﺎران، 2010) ﺑﻪ ﺗﺮﺗﯿﺐ ﺑﺎ ﺿﺮﯾﺐ آﻟﻔﺎی ﮐﺮوﻧﺒﺎخ 0/81 و 0/91، ﺟﻤﻊ آوری و ﺑﻪ ﮐﻤﮏ آزﻣﻮن ﻫﺎی آﻧﻮا و ﺗﯽ و اﺳﭙﯿﺮﻣﻦ ﺗﺤﻠﯿﻞ ﺷﺪﻧﺪ. ﯾﺎﻓﺘﻪ ﻫﺎ و ﻧﺘﺎﯾﺞ: ﭘﮋوﻫﺶ ﻧﺸﺎن داد ﺑﯿﻦ ﺳﻦ و ﺳﺎﺑﻘﻪ ﮐﺎری ﮐﺎرﮐﻨﺎن و ﻫﻮش ﻫﯿﺠﺎﻧﯽ و واﮐﻨﺶ ﻋﻤﯿﻖ و ﻇﺎﻫﺮی آن ﻫﺎ راﺑﻄﻪ ﻣﻌﻨﺎدار وﺟﻮد دارد. ﺑﻨﺎﺑﺮاﯾﻦ ارﺗﻘﺎی ﻣﻬﺎرت ﻫﺎی ﻫﻮش ﻫﯿﺠﺎﻧﯽ ﮐﺎرﮐﻨﺎن در اواﯾﻞ ﺧﺪﻣﺖ، اﻫﻤﯿﺖ ﺑﯿﺸﺘﺮی دارد.

Relationship between emotional labor force reactions and age and work experience and the mediating role of women’s emotional intelligence

Background and Aim: Emotional workforce reactions are one of the most important topics for researchers in organizational behavior management and an important factor in predicting and understanding organizational behavior. The aim of this study was to investigate the relationship between emotional labor force reactions and age and work experience and women’s emotional intelligence.Method: This research is applied and correlational. The statistical population of the study consisted of 103 employees of the Water and Sewerage Company of Hamadan Province and a sample of 81 of them were questioned. Data were collected using the Emotional Labor Force Response Questionnaire (Hur et al., 2014) and Emotional Intelligence (Shapley et al., 2010) and analyzed using ANOVA, T-test and Spearman tests.Findings and Results: For data analysis, tests of normality, correlation coefficient, factor analysis and comparison of the mean of the two communities were used. The results showed that there is a significant relationship between emotional labor force reactions and employees’ work experience. On the other hand, there is a significant relationship between employees ’age, work experience and between employees’ emotional intelligence and their apparent reaction.