本研究有別於過去情緒勞務對服務者自身情緒的表層演出與深層演出的情緒調節之研究,本研究分別從專業服務提供者自主的自我焦點與他人焦點的情緒勞務行為進行研究。自我焦點的情緒勞務與過去對服務者透過展現正向情緒與克制負向情緒以有利於工作表現意義相同。他人焦點的情緒勞務則以服務接受者為焦點,顧客因為對專業知識的缺乏,無法解決自身問題,而尋求專業服務提供者的幫助,因此顧客在接受服務前可能已經帶著一些負向情緒,而專業服務提供者除了展現自我正向情緒與克制自我負向情緒外,處理顧客的負向情緒變得尤其重要,會直接影響顧客被服務時的感受,因此需要進行調節他人情緒行為。在進行情緒勞務時,會運用到服務提供者的個人內在資源,有助於服務提供者更輕易地作出適當的情緒勞務。因而本研究的主要議題有兩個:1)專業服務提供者的專業權力知覺對情緒勞務行為之影響;2)不同的心理資源對專業服務提供者的情緒勞務行為之調節影響。 研究採用問卷調查法,以護理師為研究對象,共回收了312份有效問卷,結果發現:當專業權力越高時,護理人員會有越多的情緒勞務;中庸與心理資本對護理師展現正向情緒與克制負向情緒無調節效果;中庸與心理資本對護理師調節他人情緒具有調節效果。最後,針對本研究的結果與限制進行討論與提出未來研究方向的建議。
This research is different from the previous research on emotional regulation of emotional labor on the surface acting and deep acting of the service providers. This study is carried out from self-focused emotional labor and other focus emotional labor of professional service providers. The meaning of self- focus emotional labor is the same as displaying positive emotion and suppressed displaying negative emotion of service providers. Customers looking for help because of lacking professional knowledge, unable to solve its self problems. The customer may have some negative emotion before receiving the service. The professional service provider shows its self positive emotion and restraining negative emotion but also regulating others emotional behavior, which is so important, is affecting the feeling of the customer receiving service. The personal internal resource is consumed during emotional lobar. It is helping service providers easily to show appropriate emotions when it is working. This research therefore focuses on issues 1) how the self-perceived professions power of professional service providers will affect their behavior of emotional labor, 2) how personal psychological resources will affect the regulating of emotional labor behavior of professional service providers. Study conducted a questionnaire survey, received 312 valid questionnaires. The results found that: When perceived professional power is high, the nurses will have more emotional labor. Zhongyong thinking and psychological capital of nurses have no adjustment effect either displaying positive emotion or suppressed negative emotion. Zhongyong thinking and psychological capital of nurses have adjustment effect of regulating others emotions. Finally, I discussed the result and limitations of this study and future directions of research.