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客服人員情緒勞務負擔與工作滿意度之研究－以亞太電信為例
The Study of Service Clerks' Emotional Labor and Job Satisfaction: Case Study on Asia Pacific Telecom
摘要
本文主要在探討客服人員情緒勞務負擔與工作滿意度之關係，並分析不同的個人背景變項在情緒勞務與工作滿意度的差異。客服人員服務的對象是以「人」為主，在與顧客的接觸過程中情緒勞務的行為是時常發生的，客服人員透過電話直接與顧客接觸，會因為情緒勞務與工作滿意度產生對工作的影響，因此，了解客服人員的情緒勞務負擔與工作滿意度之現況，探討其關係，對於提高服務品質具有重要的意義。本文以個案公司之客服人員為探討對象，進而探討情緒勞務與工作滿意度的影響。本文採取便利抽樣透過問卷調查方式進行研究，總共問卷發放為100份，有效回收問卷為89份。有效回收率為89％。本文重要發現有：1.電信公司客服人員之情緒勞務負擔屬於中高程度：2.電信公司客服人員之工作滿足成屬於中等程度；3.不同背景變項之電信公司客服人員在情緒勞務負擔上，具有顯著差異；4.不同背景變項之電信公司客服人員在工作滿足感上，具有顯著差異；以及5.電信公司客服人員的情緒勞務負擔對工作滿足感產生正向影響，亦就是電信公司客服人員的情緒勞務負擔愈低，愈容易產生較高的工作滿足感。
並列摘要
The study features the relation between customer service clerks' emotional labor and job satisfaction, further to analyze the gap between the former item and the latter when individual background changes. In the process when a clerk offers his service to his ”USTOMERS”, The so-called emotional labor often ensues. Direct contacting his customers, a service clerk tends to be influenced by the emotional labor and job satisfaction. For this reason, it's significant in elevating service quality if we try to understand how much emotional labor a clerk needs to take on and how satisfied with his present job a clerk is, and then to explore the relation between both factors. In this study, I chose the service clerks of Asia Pacific Telecom as my study object, attempting to discuss the influence of emotional labor and job satisfaction on service quality.The analysis of the study is based on 89 valid questionnaires filled out by 100 service clerks in Asia Pacific Telecom, who were selected at random, 89% in recovery ratio. In this study, there're some significant discoveries about the service clerks in the telecom as followed: 1 The emotional labor falls in the mid-high category. 2. The job satisfaction falls in the middle category.3 .The analysis reveals that the clerks in this study who have different backgrounds have significant differences of emotional labor, respectively.4 .As for job satisfaction, those who have different backgrounds have significant differences. And 5, the load of emotional labor has a positive effect on how much job satisfaction a clerk has, that is, the less emotional labor a service clerk in the telecom has to take on, the more job satisfaction he will have.