本研究目的在探討臺中市區公所情緒勞務負荷對工作滿意度之影響,並以情緒智力為調節變項。此研究經由文獻探討所得之理論架構發展出相關問卷。採用問卷調查法,以臺中市區公所第一線服務員工對象為研究樣本,調查期間共發出問卷376份,共回收問卷329份,回收率為87.5%。統計方法則採用描述性統計、t考驗、單因子變異數分析、皮爾森積差相關與多元迴歸分析等方法,來進行統計分析。 本研究的主要發現如下: 一、不同背景變項的臺中市區公所第一線服務員工在情緒勞務上,不同工作職稱有顯著差異。 二、不同背景變項的臺中市區公所第一線服務員工在工作滿意度上,不同區公所有顯著差異。 三、臺中市區公所第一線服務員工的情緒勞務、情緒智力與工作滿意度之間的關係均有顯著相關性存在。 四、臺中市區公所第一線服務員工情緒勞務與工作滿意度呈正相關,其情緒勞務負荷愈高者,其工作滿意度愈高。 五、臺中市區公所第一線服務員工情緒勞務與情緒智力呈正相關,其勞務負荷 愈高者,其情緒智力愈高。 六、臺中市區公所第一線服務員工情緒智力與工作滿意度呈正相關,其情緒智力愈高者,其工作滿意度愈高。 七、臺中市區公所第一線服務員工的情緒勞務與情緒智力對工作滿意度具有顯著的預測效果。 八、臺中市區公所第一線服務員工情緒智力對情緒勞務與工作滿意度間之間關係具有調節效果。 本研究最後依據實證研究之結果,提出一些管理實務上的建議與後續之研 究方向,期能提供未來政府機關在人力資源管理之參考。
This study investigates the The Influence of Emotional Labor on Job Satisfaction for the Service Personnel over the counter District Office,Taichung City:The Moderating effect of Emotional Intelligence. The survey was conducted by including the 376 employees in all district offices of Taichung City were sample as the subjects,and 329 were collected with a return rate of 87.5 %. The methods to analyze the collected questionnaires include descriptive statistics, t-test, ONE-WAY ANOVA, Pearson product-moment correction, and multiple regressions. The major findings of the current study are the following: 1.Significant differences were found on the various backgrounds of emotional labor by changing the position title for the service personnel over the counter. 2.Significant differences were found on the various backgrounds of job satisfaction between the service personnel over the counter in different district offices. 3.Significant correlation between emotional labor, emotional intelligence and job satisfaction for the service personnel over the counter. 4.A positive correlation between emotional labor and job satisfaction for the service personnel over the counter, i.e.,the heavier loading of emotional labor, the higher degree of job satisfaction. 5.A positive correlation between emotional labor and emotional intelligence for the service personnel over the counter, i.e., the heavier loading of emotional labor, the higher emotional intelligence. 6.A positive correlation between emotional intelligence and job satisfaction for the service personnel over the counter, i.e., the higher emotional intelligence, the higher degree of job satisfaction. 7.The emotional labor and emotional intelligence of the service personnel over the counter can predict the job satisfaction of the service personnel over the counter. 8.Emotional intelligence have a significant moderating effect on the relationship between emotional labor and job satisfaction for the service personnel over the counter. Finally,according to the results of this empirical study,the research proposes some suggestions for practical management and offers the future research issues for government in terms of human resource management.