情緒勞務與工作滿足關聯之研究

Civil Servants’ Emotional Labor and Job Satisfaction: A Case of New Taipei City

黃玉鈴(Yu-Ling Huang)

指導教授 ： 李仲彬

淡江大學/商管學院/公共行政學系公共政策碩士在職專班/碩士(2016年)

https://doi.org/10.6846/TKU.2016.00850

摘要

本研究旨在探討新北市區公所員工情緒勞務與工作滿足之關聯，以減輕員工情緒勞務，並提昇員工工作滿足，避免工作倦怠，緩和離職傾向，並提供未來人力資源管理上取相關措施。
從文獻探討中獲得相關資訊，確定研究架構及問卷設計內容，以新北市淡水、三芝、金山、萬里、雙溪、平溪、貢寮等七個區公所員工為對象，以網路問卷進行調查，共發出197份問卷，亦全數回收，回收率100％。
研究假設個人屬性變項會影響情緒勞務及工作滿足，個人屬性變項包含六項：
一、職務性質（主管、一般同仁）
二、任用資格（薦任、委任、約聘僱、其他）
三、現職年資（1年以下、1-3年、3-5年、5年以上）
四、業務性質（民政役政災防、社會人文、工務經建、行政支援）
五、臨櫃性質（經常、偶而、不需要）
六、年齡（29歲以下、30-39歲、40-49歲、50-59歲、60歲以上）
研究結果顯示
一、個人屬性與情緒勞務差異性分析
（一）正式人員情緒勞務略高於臨時人員。
（二）一般同仁情緒勞務略高於主管。
（三）經常臨櫃人員情緒勞務略高於偶而及不需要臨櫃人員。
二、個人屬性與工作滿足差異性分析
（一）主管之工作滿足略高於一般人員。
（二）民政役政災防、社會人文之員工工作滿足高於工務經建與行政支援同仁。
（三）50-59歲以上員工工作滿足略高於其他年齡組。
三、以Pearson積差相關分析發現，情緒勞務與工作滿足有顯著相關。
最後依據研究結果，提供市政府及區公所員工建議及後續研究者之參考。

關鍵字

情緒勞務 ； 工作滿足

並列摘要

A Study of the Correlation Between Emotional Labor and Job Satisfaction
The study aims to investigate the correlation between emotional labor and job satisfaction of the employees of New Taipei city’s district offices so as to promote their job satisfaction, avert their job fatigue, reduce their tendency to leave, and provide relevant measures for future human resource management.
The research framework is based on literature review and questionnaires. 197 copies of the questionnaire were distributed among the employees of Tamshui, Sanzhi, Jinshan, Wanli, Shuagnxi, Pingxi, Gongliao district offices. The return rate was 100%.
The research hypothesizes that variables of personal attributes affect emotional labor and job satisfaction.
Personal attribute valuables include:
1. Nature of position (manager, general employee)
2. Eligibility for appointment (Senior-ranking, junior-ranking, contract employee and others)
3. Years of service (below 1 year, 1-3 years, 3-5 years ,above 5 years)
4. Nature of business (civil affairs, military affairs, social affairs , cultural affairs, public constructive works, economic development, administrative support)
5. Nature of front desk work (regular, occasional, none)
6. Age (under 29 years, 30-39 years, 40-49 years, 50-59 years, over 60 years).

The findings of research :
1. A differential analysis of personal attributes and emotional labor :
(1) Formal employees have a slightly higher degree of emotional labor than temporary employees.
(2) General employees have a slightly higher degree of emotional labor than managers.
(3) Regular workers of the front desk have a slightly higher degree of emotional labor than occasional workers of the front desk and non-front desk workers.
2. A differential analysis of personal attributes and job Satisfaction:
(1) Managers have higher level of job satisfaction than general employees.
(2) Employees who are responsible for civil affairs, military affairs, disaster prevention, social affairs, cultural affairs have a higher level of job satisfaction than those who are responsible for public constructive works, economic development, and administrative support.
(3)50-59 year-old and above 60 years employees have a higher level of job satisfaction than those of other age groups.
Based on Pearson’s differential analysis, the research has found that there is a correlation between emotional labor and job satisfaction.
And the findings can provide reference for the employees of New Taipei City government and its district officers.

並列關鍵字

Emotional Labor ； Job Satisfaction

參考文獻

呂宜庭（2008）。情緒勞務工作者情緒調節歷程初探－以護理人員為例。高雄醫學大學醫學研究所學位論文。

李新民、陳密桃（2006）。實用智能、緣分信念與心理健康、工作表現之相關: 以幼兒教師為例。中華心理學刊，第48卷第2期，183-202。

周松和（2008）。國軍後勤部隊人員情緒勞務認知及其影響因素之研究。中原大學企業管理研究所學位論文。

林木泉、張柱彬、梁淑娟、張嘉齡、彭渝珍（2008）。情緒勞務對顧客導向行爲之影響。醫務管理期刊，9卷2期，98-113。

林鴻賢（2009）。臺中市區公所第一線服務員工情緒勞務對工作滿意度之影響-以情緒智力為調節變項。臺中科技大學事業經營研究所學位論文。