消極展現規則與工作倦怠：以臺北市區公所員工為例調查情緒失調之中介效果與服務氣候之調節效果

近期一份有關美國公務員的研究證實，當員工被要求在工作時隱藏負面情緒，處於一種被稱為「消極展現規則」的情況下，將使得服務公眾的任務對公務員身心產生負面影響。為取得更進一步的瞭解，本研究試圖以一個非西方的案例，來探討前述「消極展現規則」與工作倦怠之間的關係，因此針對臺北市政府415位員工進行調查，並將分析內容聚焦於情緒失調的中介變數角色。本研究歸納出二個顯著結論：（1）如同在美國的發現，臺灣的案例也顯示「消極展現規則」對員工是有害的，要求員工工作時應表現「專業」而需隱藏負面情緒的結果，加深渠等內在感覺和外在表達的情緒失調，而導致工作倦怠；（2）組織的服務氣候對員工工作倦怠有雙重的影響，一方面服務氣候能夠在員工間形成一股支持力量，舒緩那些經歷過情緒失調的員工的心理壓力，但另一方面服務氣候會迫使員工專注服務品質，那將使得渠等受「消極展現規則」的傷害更加嚴重，如何取其利及避其害將是管理者所應慎思的課題。

關鍵字

情緒勞務；情緒失調；消極展現規則；工作倦怠；服務氣候

並列摘要

Evidence has been obtained by a recent study of American public servants, which reveals that serving the public becomes daunting when the task requires workers to hide negative feelings-a condition known as negative display rules. To take the knowledge a step further, this study re-examines the relationship between negative display rules and occupational burnout using a non-Western sample, 415 employees in the Taipei City Government. The analysis centers on the mediating role of emotional dissonance. Notable conclusions drawn from the Taiwanese data include that (1) negative display rules are harmful to employees because of increased dissonance between felt and displayed emotions as a consequence of presenting oneself professionally; and (2) cultivating a climate for service can generate the perception of organizational support among employees and therefore reduces job burnout through mitigating stress caused by emotional dissonance. But, service climate also directs employees to focus on service quality, which will adversely create more pressure on those who experience the harmful effect of negative display rules. How to maximize the benefit and avoid the harm is a tough task faced by managers in all public service agencies.