醫院行政人員之COVID-19疫情風險認知對情緒勞務與因應行為的影響—以組織支持為調節變項

The impact of the risk perception of hospital administrators on emotional labor and coping behavior during the COVID-19 epidemic—Use organizational support as moderator variable.

范育雯(Yu-Wen Fan)

指導教授 ： 陳芬如

義守大學/醫學院/醫務管理學系/碩士(2022年)

摘要

研究背景與目的：
COVID-19疫情爆發，醫療機構之醫療量能面臨巨大挑戰，以醫院為例，各家醫院內之醫護與工作人員之工作與壓力日漸繁重，一同前往支援的行政人員也同樣面臨被感染的風險和壓力，可能影響工作情形。本研究主要探討醫院行政人員的風險認知對情緒勞務(表層的情緒控制、基本的情緒表達、深層的情緒偽裝)與因應行為(問題取向、情緒取向)的影響，以及實質之組織支持(物資支持的日常需要、支援需要與資訊支持)在情緒勞務與因應行為之間的調節效果。

研究方法：
以醫院工作行政人員為研究對象，採用網路問卷便利取樣蒐集204份有效樣本進行分析。研究工具為結構式問卷，問卷內容包括人口統計資料、風險認知、情緒勞務、因應行為與組織支持等資料。
資料分析部份使用IBM SPSS Statistics 22為工具進行統計分析，並以Cronbach's α值進行信度檢測，效度部份則使用探索式因素分析，以求得建構效度。統計分析以次數分配、平均值、標準差與百分比分析，以了解整體研究樣本之結構；推論性統計則使用獨立樣本t檢定、單因子變異數分析、皮爾森相關係數檢定以及多元迴歸分析，探討各研究變項間的關係。

研究結果：
在第一線面對民眾為全部的51%，分析結果顯示當行政人員感知到的風險程度越高時，深層的情緒偽裝的程度也越高；且當基本的情緒表達、深層的情緒偽裝程度越高，其因應行為之問題與情緒取向程度也越高；風險認知可能會藉由影響深層的情緒偽裝，進而影響到因應行為的情緒取向，形成部份中介效果；組織支持在情緒勞務與因應行為各構面間，則皆不存在調節效果。

結論：
行政人員是否累積負面情緒會受其所感知到的風險程度影響，而情緒勞務的程度越高時，行政人員的因應行為越可能出現情緒取向，亦即以平衡情緒與迴避問題為先的情形，且情緒勞務是風險認知影響因應行為偏向情緒取向的因素之一。

關鍵字

風險認知 ； 情緒勞務 ； 因應行為 ； 組織支持

並列摘要

Research background and purpose:
The COVID-19 outbreak has posed a huge challenge to the medical capacity of medical institutions. In hospitals, for example, the workload and stress of medical staff and other personnel in each hospital are becoming increasingly demanding. Supportive administrative staff are also exposed to the risk and stress of infection, which may affect their working performances. This study investigated the effects of risk perception on emotional labor (surface emotion control, basic emotion expression, and deep emotion disguise) and coping behavior (problem orientation, emotion orientation) of hospital administrators. We also examined the effect of actual organizational support (daily needs and support needs for material support, and information support) on the moderating effect between emotional labor and coping behavior.

Research methods:
Hospital administrative staff were selected as the study subjects. An online questionnaire was used to facilitate sampling and 204 valid samples were collected for analysis. The research instrument was a structured questionnaire, which included factors such as demographic data, risk perception, emotional labor, coping behavior, and organizational support.
The data analysis was conducted using IBM SPSS Statistics 22, and the reliability was examined using Cronbach's alpha. In terms of validity, exploratory factor analysis was employed to obtain construct validity. Using frequency distribution, mean, standard deviation, and percentage analysis, statistical analysis was performed to understand the structure of the overall study samples. Inferential statistics were analyzed using independent sample t-test, analysis of variance, Pearson's correlation coefficient test, and multiple regression analysis to explore the relationships among the study variables.

Research result:
The number of front-line staff facing the public is 51% of all staff. The analysis showed that the higher the level of perceived risk, the higher the level of deep emotional disguise. The higher the level of basic emotional expressions and deep emotional disguise, the higher the level of problematic and emotional orientations in response behaviors. Risk perception may have a mediating effect by influencing deeper emotional disguise, which in turn influences the emotional orientation of the coping behaviors. Organizational support has no moderating effect between the dimensions of emotional labor and coping behavior.

Conclusion:
Whether administrative staffs accumulate negative emotions are influenced by their perceived level of risk. The higher the level of emotional work, the more likely the administrative staffs are to be emotionally oriented in their coping behaviors. This means that balancing emotions and evading problems is the priority. Emotional labor is one of the factors that influence risk perception in favor of emotional orientation.

並列關鍵字

risk perception ； emotional labor ； coping behavior ； organizational support

參考文獻

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高鳳霞、鄭伯壎(2014)。職場工作壓力：回顧與展望。人力資源管理學報，14(1)，77-102。

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中文參考文獻

1111人力銀行。職務解說。https://www.jobsalary.com.tw/jobdescription.aspx?codeNo=200404