高中職教育人員情緒勞務與工作倦怠關係之研究—以情緒智力為調節變項—

A Study on The Relationships between High School Teachers’ Emotional Labor and Burnout －Emotional Intelligence as Moderator

林上隱(Shang-Ying Lin)

指導教授 ： 吳美連

中原大學/商學院/企業管理研究所/碩士(2008年)

https://doi.org/10.6840/cycu200800021

摘要

摘 要
第一線服務人員工作時所付出的不僅僅是勞力，其情緒的表達已成為工作中的一部分，而教育人員與學生、家長的關係已演變成猶如「第一線的服務人員」與「顧客」一般，在面對不同需求，教育人員不僅勞心、勞力，已經遭遇到前所未有的「勞情」問題。有關教育人員情緒勞務的問題探討者並不多，研究者發現目前似無學者針對高中職教育人員情緒勞務的部分進行實證研究，故試圖探討高中職教育人員情緒勞務與工作倦怠之關係；另外加入情緒智力調節變項，探討此變項對高中職教育人員情緒勞務與工作倦怠是否具有調節作用。
本研究以桃園縣高中職教育人員為實證對象，採隨機抽樣，共得到308份有效問卷。採用量表包括「情緒勞務負荷」、「工作倦怠」、「情緒智力」等量表；使用敘述性統計、次數分配、信度檢定、皮爾森積差相關分析及階層迴歸分析等。本研究主要的結果歸納如下：
1.高中職教育人員整體情緒勞務負荷屬中度偏高，可見高中職教育人員確屬高情緒勞 務工作；整體而言，高中職教育人員之工作倦怠屬於中度偏低。
2.高中職教育人員整體情緒勞務負荷與整體工作倦怠及子構面（情緒耗竭、去人性 化、低個人成就感）均呈負相關。
3.高中職教育人員情緒智力與整體情緒勞務負荷呈正相關；與整體工作倦怠呈負相關。
4.高中職教育人員情緒勞務負荷之「基本的情緒表達」對「情緒耗竭」具顯著負向預測效果；「互動的程度」對「去人性化」、「低個人成就感」具顯著負向預測效果。
5.高中職教育人員情緒智力與情緒勞務負荷的交互作用，對工作倦怠之情緒耗竭具有調節效果。
綜合以上結果，高中職教育人員的情緒勞務負荷屬中度偏高，若長期處於高負荷的情形下，就容易產生問題，本研究建議教育主管機關、學校領導者、師資培育機構以及教育人員均須正視教育人員的情緒工作，及早面對問題之根源，解決教育人員的情緒負荷，如此才能以優質的服務品質提供於學校、學生、家長，創造良好的教育環境。

關鍵字

情緒智力 ； 教育人員 ； 工作倦怠 ； 情緒勞務負荷 ； 情緒耗竭

並列摘要

Abstract

The relationship between educators and the students/parents is like service providers vs. customers. The educators are like the service providers standing at the first line. In addition to laboring all day long, they have to be careful with their attitude, in other words, how they express their emotion. Trying to answer different demands every day, the devotion of the educators is not limited to the aspect of physical labor or mental labor, but also includes “emotional labor.” So far there are not many studies on the educator’s emotional labor and the author of this research, to the best of his knowledge, has found no empirical researches on the emotional labor of educators in senior/vocational high schools. Therefore this research has focused on the relationship between emotional labor and job burnout upon educators in senior/vocational high schools. Moreover, a moderator variable, the emotional intelligence, shall be added to see if this variable has any moderating effect on the abovementioned discussion.
The samples chosen in this study are the educators in senior/vocational high schools in Taoyuan County. Via random sampling, total 308 valid questionnaires were collected. Scales used in this research include Emotional Labor Loading, Job Burnout, and Emotional Intelligence. Methods used in this research include descriptive statistics, frequency distribution, reliability test, Pearson’s product-moment correlation, and hierarchical regression analysis. The main results of this research are summed up as follows:
1. The emotional labor loading of the whole senior/vocational high school educators is middle to high. From this result it is apparent that being a senior/vocational high school educator is a high-emotional-labor job. Generally the job burnout of the said group is middle to low.
2. The correlation between the entire emotional labor loading, job burnout, and the dimensions (emotional exhaustion, dehumanization, and diminished personal accomplishment) is negative.
3. The correlation between emotional intelligence and overall emotional labor loading is positive but the correlation between emotional intelligence and overall job burnout is negative.
4. Concerning the emotional labor loading of senior/vocational high school educators, the “basic emotional expression” has negative impact upon “emotional exhaustion” while “the level of interaction” has negative impact upon “dehumanization” and “diminished personal accomplishment”.
5. The interaction between emotional intelligence and emotional labor loading upon the senior/vocational school educators is proven to have moderating effect on the emotional exhaustion due to job burnout.

To conclude, the emotional labor loading of the senior/vocational high school educators is middle to high. If these educators are under this high loading for a long-term period, many problems shall derive from such a situation accordingly. This study suggests that the educational authorities, school leaders, teacher training organizations, and all the educators shall pay more attention to the emotional labor aspect of the educators and face the origins of these problems as early as possible. A better educational environment shall be provided for the schools, students, and parents as soon as the emotional loading problem of these educators is efficiently solved.

並列關鍵字

emotional labor loading ； educator ； emotional intelligence ； job burnout ； emotional exhaustion

參考文獻

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