領導者幽默是助力還是阻力？探討員工情緒勞務與工作－家庭衝突對離職傾向之影響

時代與科技的進度、人們的價值觀的改變，如今工作與家庭已成為大多數員工生活中的兩大中心，倘若員工無法調適工作上的負面情緒並將此情緒帶回到家庭中，無法在工作與家庭兩個領域之間取得平衡的話，必然會產生衝突進而引發許多後果，包括了想要離職的念頭。而幽默被視為一種有趣的社交方式，領導者幽默的使用通常被認為是一種溝通策略，其核心是領導者與員工分享有趣的事件以打算娛樂他們；但要是幽默沒有用在對的地方，將會被用於嘲笑員工並且對員工造成傷害。於是，本研究欲了解領導者幽默的使用，對於員工來說，是緩和情緒勞務及減少衝突的發生並降低離職的念頭，或是會造成反效果。本研究主要探討服務業員工之情緒勞務、工作－家庭衝突以及離職傾向之間的關係，並將領導者幽默視為一個重要的角色，探討領導者的幽默風格使用是否會員工在工作以及家庭之間造成影響。本研究透過紙本與網路問卷發放，回收228份有效問卷，最終有效回收率約達84.44% (228/270)，並利用SPSS統計軟體進行資料分析。研究結果顯示，本研究所提出之研究假說皆獲得支持。此外，本研究除了增進並整理有關情緒勞務、工作－家庭衝突、離職傾向以及領導者幽默等方面之文獻外，也提出領導者和員工在工作中應如何調適員工的情緒勞務，進而遞減員工的工作－家庭衝突與離職傾向產生的研究貢獻，以供日後可以作為參考依據。最後，本研究除了提出管理意涵之外，亦提出研究限制與未來研究方向。

關鍵字

情緒勞務；工作－家庭衝突；離職傾向；幽默；幽默風格

並列摘要

The progress of times and technology and the change of people's values, work and family have become the two centers in most employees' lives now. If employees can't adjust negative emotions at work and bring this emotion back to family, they will be unable to strike a balance between work and family and inevitably lead to conflict and many consequences, including the desire to leave. However, humor is seen as a funny social way. The use of leader humor is often considered a communication strategy, the core of which is that leaders share interesting events to entertain employees; but if humor is not used in the right place, it will be used to mock and cause harm to employees. Therefore, the study wants to understand that the use of leader humor can ease emotional labor, reduce the occurrence of conflict and decrease the idea of leaving for employees or it will have a counter-effect? This study mainly explores the relationship with employees’ emotional labor, work-family conflict and turnover intention in service industry. In addition, this study regards leader humor as an important role in exploring whether humorous style leader uses have an impact on employees at work and at home. In this study, the approach of paper questionnaires and online questionnaires to investigate employees who work in service industry, and we have collected 228 valid questionnaires. This study found that all hypotheses have been supported. Overall, the contribution of this study improves the understanding of emotional labor, work-family conflict, turnover intention, and leader humor. Finally, in addition to the theoretical and management implications, this study also proposes research limitations and future research directions.