情緒勞務對服務品質關係影響之研究-以臺中市政府警察局警察人員為例

依據警察法第二條規定：「警察任務為依法維持公共秩序、保護社會安全、防止一切危害、促進人民福利」，由於概括式立法之故，警察同時具有犯罪打擊者與社會服務者的角色(孟維德，2005)。另依警察法施行細則第二條規定：「本法第二條規定之警察任務區分如左：一、依法維持公共秩序，保護社會安全，防止一切危害為警察之主要任務。二、依法促進人民福利為警察之輔助任務。」另一重要條文為第九條：「警察依法行使左列職權：一、發布警察命令。二、違警處分。三、協助偵查犯罪。四、執行搜索、扣押、拘提及逮捕。五、行政執行。六、使用警械。七、有關警察業務之保安、正俗、交通、衛生、消防、救災、營業建築、市容整理、戶口查察、外事處理等事項。八、其他應執行法令事項。」由此可知，警察工作包羅萬象。而警察由於工作特性，常需第一線與民眾直接接觸，除了值勤時要為自身安全提心吊膽外，又需滿足自我意識日漸高漲的民眾需求，致使警察情緒勞務呈現超荷的現象。本研究發現警察人員整體情緒勞務認知應歸屬於中高負荷程度，警察人員如果能夠在其工作崗位值勤時，減低對於情緒勞務認知的產生，可以更貼近人民，便能提高之後獲得正向工作服務品質的程度。

關鍵字

警察人員；情緒勞務；工作品質

並列摘要

According to the second article of the Police Law: “The police are obligated to maintain public order, protect social security, prevent all hazards, and promote public welfare according to applicable laws.” Due to general legislation, the police also have the role of criminal strikers and social service providers.( Meng Weide, 2005) In addition, according to the second article of the Enforcement Rules for the Police Law: “ the second article of this law provides for the distinction between police tasks such as the left: First, to maintain public order in accordance with law, the protection of social security, to prevent all harm is the main task of the police. Second, to promote the welfare of the people according to the law as a secondary task of the police.” Another important provision is the ninth article: “The police exercise the following duties according to applicable laws:First, release of police order. Second, penalty for violating a police order.Third, assistance in crime investigation. Fourth, perform searches, seizure and arrest with a warrant and arrests. Fifth, administrative enforcement. Sixth, use of police weapon. Seventh, public order maintenance, vice control, traffic, disease control, fire service affairs, disaster rescue, special business, illegal construction business establishments, clamping down on environment polluters and illegal vendors, household visitation, and foreign affairs that require involvement of the police. Eighth, other matters enforceable according to applicable laws.” It can be seen that the police work is all-encompassing. Due to the nature of the work, the police often need direct contact with the public on the first line. In addition to being worried about their own safety when they are on duty, they also need to meet the needs of the people who are increasingly self-aware, causing the police's emotional labor to be overloaded. This study found that police officers' overall emotional labor awareness should be attributed to moderate to high load levels. If police officers are able to reduce their awareness of emotional labor in their job duties, they can be closer to the people and can improve the quality of the service.