摘 要 1987年加油站開放民營、2000年台塑石化加入加油站產業、2001年經濟部全面開放油品進口,隨著市場自由化的推展及顧客對服務的要求提昇,加油站員工從「體能勞動」者蛻變為「情緒勞動」者。 本研究以台灣中油公司直營加油站員工為研究對象,以情緒勞動前因後果模式為理論基礎,探討人格特質、工作特性、情緒智力、情緒勞動與工作績效之間的關聯性。本研究採用問卷調查方式進行實證,總共發放250份問卷,回收有效問卷185份,所得資料透過敘述性統計分析、因素分析、信度分析、效度分析、迴歸分析等分析方法來解釋其架構及變數間的關聯性。本研究實證研究發現: 1. 人格特質對情緒勞動有正向的顯著影響。 2. 工作特性對情緒勞動有正向的顯著影響。 3. 情緒智力對情緒勞動有正向的顯著影響。 4. 人格特質對工作績效有正向的顯著影響。 5. 情緒勞動對工作績效有正向的顯著影響。 6. 工作特性對工作績效有正向的顯著影響。 7. 情緒智力對工作績效有正向的顯著影響。 8. 人格特質透過情緒勞動的中介影響,正向影響工作績效。 9. 工作特性透過情緒勞動的中介影響,正向影響工作績效。 10. 情緒智力透過情緒勞動的中介影響,正向影響工作績效。 最後就本研究之結論與管理意涵作概要性論述,以供企業及學術界參酌。 關鍵字:人格特質、工作特性、情緒智力、情緒勞動、工作績效
Abstract With the participation of local business-run gas stations in 1987, the competition of “FORMOSA” since 2000 and the permission of the “Ministry of Economic Affairs” to allow oil products imported since 2001, there is a great influence made among filling station workers. They are transformed from “Physical Labor” to “Emotional Labor”, in order to meet the market development as well as high quality of service demand from customers. The theory basis of the research is the consequence pattern of “Emotional labor”, based on the CPC gas station employees, exploring the connection among personality traits, job characteristics, emotional intelligence, emotional labor, job involvement, job satisfaction. The study confirms the theory by means of questionnaire, with 250 questionnaires in total, 185 of 250 are valid and available. We collect these information to explain the connection between structure and variables by describable statistic analysis, factor analysis, Cronbach’s alpha, and regression analysis. According to the study, we found out as below: 1.Personality traits have significant, positive influence on emotional labor. 2.Job characteristics have significant, positive influence on emotional labor. 3.Emotional intelligence has significant, positive influence on emotional labor. 4.Personality traits have significant, positive influence on job performance. 5.Emotional labor has significant, positive influence on job performance. 6.Job characteristics have significant, positive influence on job performance. 7.Emotional intelligence has significant, positive influence on job performance. 8.Personal traits affected by emotional labor will affect job performance positively. 9.Job characteristics affected by emotional labor will affect job performance positively. 10.Emotional intelligence affected by emotional labor will affect job performance positively. At last, we offer the research’s conclusion and management description to business industry as well as academic community for reference KEYWORDS: Personality Traits, Job Characteristics, Emotional Intelligence, Emotional Labor, Job Performance