消防人員情緒勞務、幸福感與工作滿意度關係之研究-以新北市消防局為例

A Study of the Relationship among Firefighters’ Emotional Labor, Well-being, and Job Satisfaction at New Taipei City Fire Department

艾沛緹(AI PEI-TI)

指導教授 ： 秦夢群

國立政治大學/教育學院/學校行政碩士在職專班/碩士(2021年)

https://doi.org/10.6814/NCCU202100815

摘要

本研究旨在瞭解新北市外勤消防人員情緒勞務、幸福感與工作滿意度之現況，並分析不同背景變項之新北市外勤消防人員在知覺情緒勞務、幸福感與工作滿意度之差異情形，且探討三者之間的關係，最後藉由情緒勞務與幸福感對工作滿意度進行預測。
　　本研究採問卷調查法，共計隨機抽樣430份問卷，回收402份有效問卷，問卷有效率達93.48%。資料處理分別以描述性統計、獨立樣本t檢定、單因子變異數分析、皮爾遜積差相關及多元逐步迴歸分析等統計方式進行統計分析。
　　本研究獲致以下之結論：
一、新北市外勤消防人員知覺情緒勞務屬中高程度，以基本情緒表達之知覺程度最高，情緒多樣性程度之知覺程度相對較低。
二、新北市消防外勤人員知覺幸福感屬中高程度，以人際關係之知覺程度最高，身心健康之知覺程度相對較低。
三、新北市外勤消防人員知覺工作滿意度屬中等程度，以外來評價滿意之知覺程度最高，物質滿意之知覺程度相對較低。
四、新北市外勤消防人員因其年齡、教育程度、擔任職務、子女狀況及勤休狀況之不同對其情緒勞務之知覺有顯著差異。
五、新北市外勤消防人員因其性別、年齡、服務年資、教育程度、擔任職務、子女狀況之不同對其幸福感具有顯著差異。
六、新北市外勤消防人員因其性別、年齡、服務年資、教育程度、子女狀況、婚姻狀況及勤休狀況之不同，對其工作滿意度具有顯著差異。
七、新北市外勤消防人員情緒勞務、幸福感和工作滿意度整體及各分構面間具有正相關。
八、新北市外勤消防人員情緒勞務、幸福感對工作滿意度具有預測作用，以幸福感的生活滿意構面的預測力最佳。
最後依據研究結果與結論，提出具體建議，以供行政機關及未來研究的參考。

關鍵字

情緒勞務 ； 幸福感 ； 工作滿意度

並列摘要

The purpose of this study is to evaluate how emotional labor and well-being, influence firefighters’ job satisfaction in New Taipei City. The firefighters’ demographics are also used to enhance the understanding of the relationships. A job satisfaction leading indicator will be selected from emotional labor and well-being after the analysis.
　　A total of 430 respondents were randomly selected and 402 valid questionnaires were returned, with an effective rate of 93.48%. The data were analyzed by descriptive statistics, independent sample t-testing, one-way analysis of variance, Pearson's product difference correlation, and multivariate stepwise regression analysis.
The conclusions of this study are as follow:
1.The perceived emotional labor of firefighters in New
Taipei City was medium to high, with the highest perceived level of basic emotional expression and the lower perceived level of emotional diversity.
2.The well-being perception of firefighters in New Taipei City was medium-high, with the highest perception of interpersonal relationships and relatively low perception of physical and mental health.
3.The perceived job satisfaction of firefighters in New Taipei City was medium, with the highest perceived level of external evaluation satisfaction and relatively low perceived level of material satisfaction.
4.The emotional labor perception of the firefighters in New Taipei City differs significantly depending on their demographics. The following factors are important considerations, age, education level, assigned duty, household composition, and work schedule.
5.The sense of well-being of the firefighters in New Taipei City differed significantly with their gender, age, years of service, education level, job title, and household composition.
6.Firefighters in New Taipei City have significant differences in job satisfaction depending on their gender, age, years of service, education, household composition, marital status, and work schedule.
7.There is a positive correlation between the emotional labor, well-being, and job satisfaction of firefighters in New Taipei City as a whole and among the sub-components.
8.The well-being of the firefighters is the strongest indicator of job satisfaction from the analysis of emotional labor, well-being and job satisfaction.
Finally, based on the results and conclusions of the study, specific recommendations are proposed to the administration and for further research.

並列關鍵字

Emotional labor ； Well-being ； Job satisfaction

參考文獻

一、中文部分

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