情緒勞務與工作滿意對組織承諾之影響-以中部公營銀行為例

本研究以情緒勞務為研究主題，並且以銀行服務人員為研究主體，來瞭解台灣銀行行員在情緒勞務議題上，所會產生的原因與結果。台灣的工作環境，由以往強調顧客至上的同時並重新體認到員工才是為公司內最重要的資產，因此也開始關心員工之工作情緒與調節，本研究以大台中都會區銀行員為調查對象，尤其是與客戶對面之第一線工作人員，研究其情緒勞務與組織承諾對工作滿足等變項之間的關聯性。本研究經由文獻分析，以大台中都會區各銀行業之從業人員為施測對象，採取分層立意抽樣方式共發出 300 份問卷，共計回收有效問卷 187 份，有效回收率為 62.33%，並應用相關分析、信度衡量、迴歸分析等統計方法驗證本研究之假設，結果卻很令人出忽意外的，根據統計分析結果銀行行員情緒勞務與工作滿足程度是負向，表示情緒勞務不致於影響銀行行員的工作熱誠，其他如社會支持程度與組織支持程度都不意外的呈現正關係。最後就本研究之結論與管理意涵作深入探討，並呈現具體之研究貢獻與建議，以供企業界及學術界參酌。

關鍵字

情緒勞務；組織承諾；工作滿足

並列摘要

The current study aimed to examine the causes and results of emotional labor among the bank tellers in Taiwan. The work environment in Taiwan has shifted from the existing emphasis of customer first to re-realization of the staff as the essential asset of a company, thus leading to the care of the staff’s emotion and emotion regulation. The participants of the study were frontline bank tellers in Taichung City, specifically focusing on the effects of emotional labor and organizational commitment on job satisfaction. With stratified purposeful sampling, 300 questionnaires were administered to bank tellers in Taichung City. A total of 187 questionnaires were collected, yielding a 62.33% return rate. The results from correlation examination, reliability test, and regression analysis were rather surprising. The results showed a negative relationship between emotional labor and job satisfaction, suggesting that emotional labor did not affect bank tellers’ enthusiasm for work. Social support and organizational support, however, were positively correlated with job satisfaction. Based on the conclusion and discussion on management, suggestions for the bank industry and future research are provided.