情緒智力對工作成果之影響 -公共服務動機的中介效果與調節效果

對於身為以服務公眾為志業的公務人員而言，除了必須具備較高的公共服務動機之外，如何調適自身的情緒狀態以回應民眾的各種需求，甚至是該如何面對不甚合理的抱怨或責備已越來越重要。本研究目的在探討公務人員的情緒智力是否會影響其工作成果，以及公共服務動機在其中是否具有中介或調節效果。本文採用2017年臺灣文官調查之第二波資料進行次級資料分析，藉由以循證調查為基礎的二手資料，瞭解我國公務人員的情緒智力概況，同時針對本研究之相關論點進行驗證。本研究結果顯示，公務人員的公共服務動機在情緒智力與工作績效、工作滿意度間有部分中介效果存在，同時公務人員的公共服務動機在情緒智力與工作滿意度間具有調節效果。除此之外，本研究亦發現，擔任主管職的公務人員具有較高的情緒智力與公共服務動機。因此，提升公務人員自身的情緒控管能力與公共服務動機，將有助於提高其工作滿意度，故未來公部門在實務管理方面可朝提升公務人員溝通技巧、精神力養成與壓力調適等能力發展相關課程，並善用員工協助方案及心理諮商服務，讓高情緒智力所帶來的柔性技巧發揮最大效益。

關鍵字

情緒智力；公共服務動機；工作績效；工作滿意度

並列摘要

For public employees who view public service as a noble calling, having a higher level of public service motivation alone may not be sufficient to accomplish their missions. One critical factor is whether the public employees have the ability to adjust their own emotional status when confronting with irrational complaints or blames. This study aims at finding if an individual’s emotional intelligence has any impacts on his/her job outcomes. Particularly, we would like to know whether public service motivation has mediation effects or moderation effects on the relationship between emotional intelligence and job outcomes. This study uses data from the 2017 Taiwan Government Bureaucrats Survey to examine the relationship between emotional intelligence and job outcomes. Results of the statistical analyses show that a person’s emotional intelligence is a critical factor to predict his/her job satisfaction. Also, public service motivation plays both the roles of a mediator and a moderator at the same time. However, we believe that “how much an individual’s emotional intelligence would affect his/her job satisfaction should be conditional to this person’s attitudes toward public service” makes more sense because emotional intelligence and public service motivation do not have an unambiguous causal relationship. How and why emotional intelligence affect a person’s public service motivation is still controversial and debatable. In addition, this study found that managers usually have higher emotional intelligence and public service motivation. Improving public servants’ ability to deal with their emotion and motivation before serving the public may have positive impacts on their jobs as well as their own career. Accordingly, we suggest that the public sector may design trainings and courses to improve public employees’ communication skills, mental strength, and pressure adjustment abilities. The currently implemented counseling service, the employee assistance programs, should be further enhanced to help public employees and thereby maximizing the positive influence of human skills.