基層公務人員的情緒勞務、情緒調節、心理彈性與身心健康之相關研究

研究目的：基層公務員工作性質往往與民眾有直接的接觸與交流，屬於高度情緒勞務工作。本研究以情緒調節策略與心理彈性為探討重點，討論情緒勞務工作下對身心健康的影響，本研究目的包括：（1）探討情緒勞務、認知重評、表達抑制、心理彈性及負向身心健康間的關聯；（2）探究上述影響變項分別對負向身心健康的預測力；（3）檢證認知重評、表達抑制與心理彈性在研究變項中的角色和影響。研究方法：本研究以臺北市各區戶政事務所戶政人員共計428名為受試對象，進行問卷調查。每位參與者填寫五份量表，包括基本資料、情緒勞務量表、情緒調節量表、心理彈性量表與身心健康量表。根據研究目的以獨立樣本t檢定、單因子多變量變異數分析、皮爾森積差相關、多元階層迴歸分析等統計方式進行假設考驗。研究結果：（1）基層公務員的情緒勞務越高，心理彈性就越低，且會有越多負向身心健康問題。（2）基層公務員的心理彈性是有效預測負向身心健康及各種身心問題症狀的主要因素，並且排除認知重評正向影響負向身心健康及表達抑制負向影響負向身心健康的顯著預測效果。（3）心理彈性在情緒勞務與負向身心健康、生理症狀、焦慮與失眠之間有部分中介效果；在情緒勞務與社會功能障礙與嚴重憂鬱之間亦存在完全中介效果。研究討論：（1）心理彈性是促進情緒勞務工作者身心健康保護因子。（2）心理彈性在認知重評策略與負向身心健康之間也存在完全中介效果，認知重評的效果需透過心理彈性間接影響身心健康。（3）表達抑制策略的效果係與情緒勞務間的調節角色才影響負向身心健康。本研究針對情緒調節策略與心理彈性對身心健康的影響，提出情緒勞務工作者促進身心健康基本模式架構，並進一步提出適當的預防性與介入性計畫與建議，供未來研究參考。

關鍵字

情緒勞務；情緒調節；認知重評；表達抑制；心理彈性；身心健康

並列摘要

Aim: When front-line public service workers earned quality of service, they have to exhibit particular affection and emotion, so-called emotional labor. The present study focused on if the emotion regulation strategies and psychological flexibility can mediate the effects between the emotional labor and mental health. The purposes of the present study were: (1) To explore the relationships among emotional labor, emotion regulation, psychological flexibility, and negative mental health of public service workers. (2) To test the predictability weight of emotional labor, cognition reappraisal, expression suppression and psychological flexibility to negative mental health. (3) To find the role of the cognition reappraisal, expression suppression or psychological flexibility variables between emotional labor and negative mental health. Method: The present study surveyed a total of 428 civil servants of Household registration office of Taipei City. Participants were required to complete 5 questionnaires, including general information, emotional labor questionnaire, emotion regulation questionnaire (ERQ), acceptance and action questionnaire-II (AAQ-II) and general health questionnaire (GHQ-28). According to the study purposes, statistical methods were included independent sample t-test, MANOVA, Pearson product-moment correlation and hierarchical multiple regression analysis. Results: (1) The more emotional labor public service workers had, the less psychological flexibility and the more negative mental health symptoms they had. (2) Psychological flexibility was the main factor to negatively predict negative mental health, including somatic symptoms, anxiety and insomnia, social dysfunction and severe depression. (3) The mediating effect of psychological flexibility was showed between emotional labor and negative mental health, also same relations found in other negative mental health sub-scales including somatic symptoms, anxiety and insomnia, social dysfunction, or severe depression separately. Discussion: (1) The psychological flexibility gave full play for emotional labor workers to promote their health. (2) Cognitive reappraisal need through psychological flexibility influenced negative mental health. (3) Suppression only with emotional labor moderated the negative mental health. Our study suggested a mental health improving model for our emotional labor public service workers as well as some actual practices and policy can include in the on-the-job training program.