情緒勞務孰輕孰重？探討工作壓力對情緒勞務之影響

Whose Emotional Labor is Heavier? The Study of Job Stress Effects on Emotional Labor

郭彥谷(Yen-Ku Kuo) ； 林舜慈(Shun-Tzu Lin) ； 莊適瑜(Shih-Yu Chuang) ； 林瑩滋(Ying-Tzu Lin) ； 張邦立(Bang-Lee Chang)

《管理資訊計算》 3卷特刊 (2014/10) Pp. 158-165

https://doi.org/10.6285/MIC.3(1)S.13

摘要

服務業已將成為台灣整體支撐經濟體系的重大發展產業，隨著眾多行業置身於服務業之外，更有大量人力注入了服務業的價值鏈中，使得生活中的食、衣、住、行各方面皆有穩定且多元豐富的供給，不可不謂服務業人力資源之貢獻良多，這此時代背景下，注重服務業別中的各項人力資源管理議題顯得更加重要，儼然成為管理實務界所必須著重的課題。本研究探討服務業員工之工作壓力與情緒勞務之關係，透過文獻探討之假設推導後，以敘述統計、相關分析來描述樣本基本特性與變項關聯性，再以結構方程模式（Structural equation modeling, SEM）之驗證性因素分析、潛在路徑分析等統計技術逐項檢驗假設。本研究發現服務業員工之工作壓力對情緒勞務有正向顯著預測力，且餐飲服務業員工在此關係的強度大於百貨服務業員工，說明不同性質的服務業之工作壓力確實帶來迥異的影響。故完善的管理制度必須減輕員工之工作壓力，並視產業別與工作性質給予適當的抒壓管理，才可隨時消除情緒勞務的負擔，進而提升所有服務業之人力品質與創造優質的競爭力。

關鍵字

工作壓力 ； 情緒勞務 ； 結構方程模式

並列摘要

Already become Taiwan support the intersection of significant development and industry of economic system wholly service, as numerous trades stay out of service industry, a large number of manpower has poured into the value chain of the service industry even more. Pay attention to every manpower resources management topic of service industry seem important to become, manage the intersection of practice and subject circle must focus on. This research canvasses the relation between working pressure and labor service of the mood of the staff of service industry, through assumption that literature canvass derive, describe the intersection of sample and basic characteristic and become items of person who concerned with by narrating statistics, relevant analysis, and then examine each assumption with structural equation modeling. The working pressure of the service industry of different nature really brings the influence of the difference. So the complete management system must lighten the staff's working pressure, and does not look at the industry for appropriate expressing and pressing and is managed with working properties, can dispel the burden of the labor service of mood at any time, and then improve the manpower quality of all service industries and create the high-quality competitiveness.

並列關鍵字

job stress ； emotional labor ； structural equation modeling

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