運用混合研究探討我國勞動檢查員情緒勞務、生涯召喚與工作滿意度

勞工為國家富庶之基石，保障勞工的安全及權益，為政府理所當然應作之事。勞權意識提升的情況下，勞動檢查員的工作負擔也相當沉重，必須站到第一線替勞工捍衛權益，避免其權益受到侵害，而勞動檢查員身處前線，在執行勤務時，不一定會受到事業單位的友善對待，甚至因未能達到申訴人之期待，遭受壓力。本研究運用混合研究，選取六都作為研究範圍，希冀能達到以下研究目的，首先，藉由質化研究，共訪談23位受訪者，欲探索勞動檢查員執行勞動檢查時的心路歷程及情緒狀態、包含情緒勞務的成因、情緒勞務對個人之影響。第二，探討其是否因生涯召喚而選擇擔任勞動檢查員?生涯召喚是否能使勞動檢查員對其工作感到有意義?能否使其從工作體認到自我價值感?認為這份工作能夠使其大展身手、發揮所長?也藉由量化研究，共計回收50份有效問卷，欲探討情緒勞務及生涯召喚對勞動檢查員工作滿意度之影響，以及勞動檢查員之生涯召喚能否對情緒勞務與工作滿意度間之關係起調節效果。質化研究結果可歸類為以下十二點: 一、頻繁、持續表達與轉換情緒及「服務態度」和「以和為貴」之要求，增加勞動檢查員之情緒勞務。二、勞工與事業單位對勞動檢查之正面回饋，形成正向事件，有助於情緒勞務緩解。三、不理性民眾與事業單位形成負向事件，增加情緒勞務。四、具高「情緒表達性」與「情緒智力」及正向情緒性之檢查員對情緒勞務正向影響。五、依法行政下之「工作安排」與「檢查流程」自主性對情緒勞務產生正向影響。六、主管「背後支持」與「經驗傳承」對情緒勞務產生正向影響。七、同事間「並肩作戰」對情緒勞務之正向影響。八、勞動檢查員情緒勞務主要以「深層演出」為主。九、情緒勞務造成「工作倦怠」、「工作壓力」及「離職意圖」。十、生涯召喚對勞動檢查員職涯選擇影響，主要仍回歸「現實考量」。十一、勞動檢查員職涯中之生涯召喚，「內心信念」、「宗教指引」、「幫助他人」、「工作目的及意義」、「工作熱忱」。十二、勞動檢查員生涯召喚對工作狀態確實產生影響。量化研究結果可歸類為以下九點: 一、勞動檢查員之生涯召喚對工作滿意度不具有正向顯著影響。二、勞動檢查員情緒勞務表層演出對工作滿意度不具有負向顯著影響。三、勞動檢查員情緒勞務深層演出對工作滿意度有正向顯著影響。四、勞動檢查員生涯召喚對情緒勞務深層演出與工作滿意度間之關係不具有正向調節效果。五、勞動檢查員生涯召喚對情緒勞務表層演出與工作滿意度間之關係不具有負向調節效果。六、勞動檢查員自我效能對工作滿意度不具有正向顯著影響。七、勞動檢查員自我效能對情緒勞務表層演出與工作滿意度間之關係不具有正向調節效果。八、勞動檢查員感知組織支持對工作滿意度有正向顯著影響。九、勞動檢查員感知到組織支持對情緒勞務表層演出與工作滿意度間之關係不具有正向調節效果。最後，也針對研究結果，提出具體研究建議，希望能對勞動檢查員工作狀態的改善，有所幫助。

關鍵字

勞動檢查員；混合研究；情緒勞務；生涯召喚；工作滿意度

並列摘要

Labor is the cornerstone of the country's prosperity, and protecting the safety and rights of labor is what the government must do. With the increase in the awareness of labor rights, the workload of labor inspectors is also quite heavy, they must defend labor's rights and interests on the front line to avoid infringements. Labor inspectors are on the front line, they may not be treated kindly by the business unit when performing their duties, and they may even be under pressure because they fail to meet the complainant's expectations. This research applies mixed methods research and selects six metropolises of Taiwan as the research scope, hoping to achieve the following research objectives. First of all, through qualitative research, a total of 23 interviewees were interviewed to explore the mental process and emotional state of labor inspectors when performing labor inspections, including the causes of emotional labor, and the impact of emotional labor on individuals. Second, explore whether he or she chose to serve as a labor inspector because of his or her career calling? Does the career calling make labor inspectors feel meaningful in their work? Does the career calling make it realize the sense of self-worth from work? Thinking this job can enable them to show their talents and give full play to their strengths? Also, through quantitative research, a total of 50 valid questionnaires were collected to explore the effect of emotional labor, career calling on labor inspectors’ job satisfaction, and whether the career calling of labor inspectors can moderate the effect on emotional labor and job satisfaction. The qualitative research results can be classified into the following twelve points: 1.Frequent, continuous expression, conversion of emotions, the requirements of "service attitude" and "harmony are the most precious" increase the emotional labor of labor inspectors. 2.The positive feedback from labor and business unit to labor inspections formed a positive incident, which helps ease emotional labor. 3.Irrational people and business unit have formed negative incidents, increasing emotional labor. 4.Labor inspectors with high "emotional expressivity", "emotional intelligence" and positive emotions have a positive impact on emotional labor. 5.The autonomy of "work arrangement" and "inspection process" under law-based administration has a positive impact on emotional labor 6.The supervisor's "support" and "experience inheritance" have a positive impact on emotional labor. 7."Fighting side by side" among colleagues has a positive impact on emotional labor. 8.The emotional labor of labor inspectors is mainly based on "deep acting." 9.Emotional labor causes "burnout", "work pressure" and "turnover intention." 10.The impact of career calling on the career choices of labor inspectors mainly returns to "realistic considerations" 11.The career calling of labor inspectors in the career, "inner faith", "religious power", "helping others", "work purpose and meaning", "work enthusiasm". 12.The career calling of labor inspectors has an impact on the working status. The quantitative research results can be classified into the following nine points: 1.The career calling of labor inspectors does not have a positive and significant effect on job satisfaction. 2.The surface acting of labor inspectors does not have a significant negative effect on job satisfaction. 3.The deep acting of labor inspectors has a positive and significant effect on job satisfaction. 4.The career calling of labor inspectors does not moderate the effect on deep acting and job satisfaction. 5.The career calling of labor inspectors does not moderate the effect on surface acting and job satisfaction. 6.The self-efficacy of labor inspectors does not have a positive and significant effect on job satisfaction. 7.The self-efficacy of labor inspectors does not moderate the effect on surface acting and job satisfaction. 8.Labor inspectors that perceived organizational support has a positive and significant effect on job satisfaction. 9.Labor inspectors that perceived organizational support does not moderate the effect on surface acting and job satisfaction. Finally, specific research suggestions are put forward based on the research results, hoping to help improve the working conditions of labor inspectors.