醫院藥師情緒勞動影響情緒耗竭 之研究─情緒智力、工作特性 及社會支持節制效果之驗證

A Study of Emotional Labor Impact on Emotional Exhaustion of Hospital Pharmacists－Confirmation the Moderating effect of Job Characteristics,Emotional Intelligence, Social Support

陳瑞芳(Jui-fang Chen)

指導教授 ： 莊立民

長榮大學/管理學院/經營管理研究所(博)/碩士(2010年)

摘要

本研究旨在探討工作特性、情緒智力、社會支持三者與情緒勞動的交互作用對於情緒耗竭的影響。本研究中，情緒勞動有「表層偽裝」與「深層偽裝」兩種內涵。透過問卷調查，針對中、南部區域級以上的醫院藥師進行研究，共發放問卷300份，回收292份，有效問卷284，有效回收率97.2%。結果發現：(1)情緒勞動愈高者(表層偽裝、深層偽裝)，則情緒耗竭愈高；(2)工作特性與表層偽裝之情緒勞動交互作用後對情緒耗竭產生負向的影響；(3)相反的，工作特性與深層偽裝之情緒勞動交互作用後對情緒耗竭產生正向的影響；(4)情緒智力與深層、表層偽裝之情緒勞動交互作用後對情緒耗竭皆產生負向的影響；(5)社會支持與深層、表層偽裝之情緒勞動交互作用後對情緒耗竭皆產生負向的影響。顯示工作特性、情緒智力、社會支持三者與情緒勞動的交互作用對於情緒耗竭有顯著影響。針對上述研究結果，本研究提出討論與建議。

關鍵字

工作特性 ； 情緒智力 ； 社會支持 ； 情緒勞動 ； 情緒耗竭

並列摘要

This research mainly discussed the influence on emotional exhaustion from interactions between emotional labor and following three aspects: job characteristics, emotional intelligence, and social support. In this research, emotional labor was divided into two sources, “surface acting” and “deep acting.” Through questionnaire survey, this research conducted research on pharmacists from regional (or level above) hospitals in middle and south Taiwan. There were total 300 questionnaires delivered, 292 portions recycled, with 284 portions valid (valid recycle rate of 97.2%). From the results, this research discovered: (1) People with higher emotional labor (surface or deep acting) would have greater emotional exhaustion; (2) the interaction between emotional labor of surface acting form and job characteristics had negative influence on emotional exhaustion; (3) comparatively, the interaction between emotional labor of deep acting form and job characteristics had positive influence on emotional exhaustion; (4) as for emotional intelligence, its interaction with both emotional labor of surface or deep acting would result in negative influence on emotional exhaustion, and (5) the interaction between social support and both emotional labor of surface or deep acting forms would result in negative influence on emotional exhaustion.The results showed that interaction with emotional labor with three aspects: job characteristics, emotional intelligence and social support all had significant influences on emotional exhaustion. Accordingly, this research made conclusions and recommendations.

並列關鍵字

Job Characteristics ； Emotional Intelligence ； Social Support ； Emotional Labor ； Emotional Exhaustion

參考文獻

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