情緒勞務、工作滿意度與生活幸福感之關聯性研究-以公立就業中心就業服務員為例

隨著法規制度的調整與社會風氣的改變，失業不再是難以啟口的痛，透過公立就業服務機構協助失業給付的申請以及就業諮詢的提供，失業者有了在失業期間經濟上的協助，更有了對求職不安定感的情緒出口。公立就業中心的就業服務相關工作人員站在協助失業民眾的第一線，承受了相當多的工作情緒壓力，而相關人員的情緒勞務、工作滿意度及生活幸福感卻未被重視。因此本研究主要探討情緒勞務程度、工作滿意度與生活幸福感之關聯性研究，並以公立就業中心的就業服務相關工作人員為研究對象。並透過立意抽樣方式針對公立就業中心的就業服務相關工作人員進行問卷調查。本研究發放問卷120份，回收92份有效問卷，進行統計分析後，研究結果發現：1.婚姻狀況在情緒勞務程度有顯著差異、婚姻狀況在內在工作滿意度上有顯著差異、不同服務區及婚姻狀況在生活幸福感上亦有顯著差異，且已婚者均高於未婚者。2.情緒勞務程度會顯著正向影響內在工作滿意度，亦即情緒勞務程度越高，內在滿意的程度越高。3.內在工作滿意度會顯著正向影響生活幸福感，亦即內在工作滿意程度越高，亦會使的生活幸福感的程度越高。4.內在工作滿意度在情緒勞務對生活幸福感的影響上，具有完全中介效果。

關鍵字

就業服務員；情緒勞務；工作滿意度；幸福感

並列摘要

With the adjustment of laws and regulations and the change of social atmosphere, unemployment is no longer a pain that is hard to say. Through the employment service agencies to assist in the application for unemployment benefits and the provision of employment counseling, the unemployed have financial assistance during the unemployment period, and have an emotional export of unsatisfactory job search. The employment service-related staff of the public employment service agencies stood on the front line of assisting the unemployed people and suffered considerable work and emotional pressure. The emotional services, job satisfaction and happiness of the relevant personnel have not been taken seriously. This study mainly studies the relationship between emotional labor, job satisfaction and life happiness, and takes the employment service related staff of public employment service institutions as the research object. A total of 120 questionnaires were issued, with 92 of these being valid, questionnaires. The study found that: 1. There are significant differences in the influence of marital status on emotional labor, marital status has significant differences in internal job satisfaction, and different service areas and marital status have significant differences in life happiness. Married people are higher than unmarried people. 2. The level of emotional labor will significantly affect the internal job satisfaction, that is, the higher the level of emotional labor, the higher the degree of internal satisfaction. 3. Internal job satisfaction will significantly affect the sense of happiness in life, that is, the higher the satisfaction of internal work, the higher the level of happiness in life. 4. Internal job satisfaction has a full intermediary effect on the impact of emotional labor on life happiness.