情感性專業承諾、情緒勞務、情緒耗竭與顧客導向關係之研究

A Study on the Relationships among Affective Professional Commitment, Emotional Labor, Emotional Exhaustion, and Customer Orientation

徐立倫(Li-Lun Hsu)

指導教授 ： 徐郁茹

共同指導教授 ： 丁碧慧(PI-HUI TING)

長榮大學/管理學院/企業管理學系(所)/碩士(2014年)

https://doi.org/10.6833/CJCU.2014.00164

摘要

在服務業中，許多服務組織有明確或隱含的情緒表達規則─即面對顧客時須展現合宜的情緒與行為（Groth,Hennig-Thurau, and Walsh, 2009; Hochschild, 1983; Rafaeli and Sutton, 1987）。雖然第一線服務工作者知曉必須符合組織所要求的展現規則(display rules)，然而其內心感受並不總是與自己所扮演的角色一致。即便面對相同的工作要求，有些工作者駕輕就熟，有些工作者卻苦不堪言，此現象顯示與個體差異性有關。
個人因素或個人特質，例如：性別、正(負)向情感、情緒表達、五大人格特質、自我監控、情緒智力等，對情緒勞務的影響已廣為過去研究者所探討(BrotheridgeandGrandey, 2002; Grandey, 2000;Kiffin-Petersen, Jordan, and Soutar, 2011;Schaubroeckand Jones, 2000; Callahan and McCollum, 2002;Wharton, 1993)。然而，本研究尚未發現以情感性專業承諾做為情緒勞務之前因變項之相關研究。為了擴展目前現有的情緒勞務文獻，本研究擬以情感性專業承諾作為自變數，藉此觀察醫療產業醫師其情感性專業承諾的高低，是否會影響其採取表層演出與深層演出之情緒勞務策略。
再者，除了檢視情緒勞務(表層演出與深層演出)對情緒耗竭可能產生的影響之外，本研究尚未發現情緒勞務(表層演出與深層演出)影響顧客導向之相關研究，是故，本研究擬以患者為研究對象填寫顧客導向問卷，期能填補現有情緒勞務文獻之缺口。本研究選定台北與台南之診所與復健中心醫師為受測對象，主要是因為此職業符合Hochschild（1982，1983）所提及情緒勞務工作者的特徵。本研究結果顯示醫師之情感性專業承諾對表層演出無影響，而對深層演出有顯著影響；情緒勞務對情緒耗竭有顯著影響，對顧客導向則無顯著影響。

關鍵字

情感性專業承諾 ； 情緒勞務 ； 表層演出 ； 深層演出 ； 情緒耗竭 ； 顧客導向

並列摘要

In the service industries, many service organizations have explicit or implicit emotional display rules – that is, showing the appropriate emotions and behaviors when front-line workers interact with customers face to face(Groth,Hennig-Thurau, and Walsh, 2009; Hochschild, 1983; RafaeliandSutton, 1987). Although workers acknowledge that they are required to complywith the organizational display rules, but their feelings inside are not alwaysconsistent with the roles they are playing. Even when they have the same job requirements, some handle the job easily, some are not, this shows the differences between individuals.
The effects of personal factors or characteristics, such as gender, positivity or negativity, emotional expression, the Big Five, self-monitoring, andemotional intelligence, etc. on emotional laborhave been widely explored by previous researchers (BrotheridgeandGrandey,2002; Grandey, 2000;Kiffin-Petersen, Jordan, and Soutar, 2011;Schaubroeckand Jones, 2000; Callahan and McCollum, 2002;Wharton, 1993). However, the present studyfound that affective professional commitment as the antecedent of emotional labor remains untested.Toexpand the current literature on emotional labor, this studyintends toexaminethe extent to which doctors’affective professional commitment influence the emotional labor strategies (i.e., surface acting and deep acting) thatdoctors adopt.
Moreover,apart fromexamining the possible effect ofemotional labor (i.e.,surface acting and deep acting) on emotion exhaustion, this study also attempts to investigate the unexplored relationship between emotional labor and customer orientation bytargeting patients as study subjects to fill out thequestionnaire ofcustomer orientation. This study chooses the doctors of clinic and rehabilitation center in Taipei and Tainan, mainly because this profession fits the features of emotional labor workers mentioned in Hochschild’s study (1982, 1983). The results of this study has shown that affective professional commitment did not have effects on surface acting, but had significant effects on deep acting. The effects of emotional labor on emotional exhaustion were significant, but the effects on customer orientation were not significant.

並列關鍵字

Affective Professional Commitment ； Emotional Labor ； Surface Acting ； Deep Acting ； Emotional Exhaustion ； Customer Orientation

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