劇場元素調節情緒勞務對工作倦怠影響之研究--以高雄基層公務人員為例

Research on the Influence of Dramaturgical Elements to Moderate Emotional Labor on Job Burnout: A Case of Grassroots-level Public Servants of Kaohsiung City

李育倫(Yu-Lun Lee)

指導教授 ： 楊東震

義守大學/管理學院/管理碩博士班/博士(2020年)

摘要

如何調節情緒勞務導致工作倦怠，進而降低離職率，為一項重要且有待解決的職場情緒議題。本研究以劇場理論觀點，提出劇場的演員元素之心理資本、觀眾元素之民眾回饋以及表演元素之服務演出腳本，對於情緒勞務導致工作倦怠過程與結果，有著減緩降低的正向調節效果。以大高雄直轄市的戶政櫃檯員為調查對象，採用問卷調查法，發出問卷260份，有效回收253份，有效回收率97.3%。經SPSS與AMOS分析驗證後，得到結果，表層扮演對於工作倦怠的三個階段皆有顯著正向影響，深層扮演僅對於去人性化有顯著正向影響。對於情緒勞務(表層與深層扮演)與工作倦怠之間的減緩作用，心理資本皆有顯著正向調節效果，民眾回饋對於個人成就降低不具有顯著調節效果，服務演出腳本皆無顯著調節效果，依據研究結果提出結論與建議，作為改善降低基層公務人員高離職率現象，與學術研究參考之用。

關鍵字

情緒勞務 ； 工作倦怠 ； 劇場理論 ； 心理資本 ； 民眾回饋 ； 服務演出腳本

並列摘要

How to moderate emotional labor causes job burnout and reduce the turnover rate is an important and the unsolved workplace emotional issue. Based on the dramaturgical theory point of view, this research proposes the psychological capital of the actor elements, the peoples' feedback of the audience elements, and the service performance scripts of the performance elements as a moderator to reduce the relationship between emotional labor and job burnout. The household registration counter of the Greater Kaohsiung City as the research subjects, and used the questionnaire survey method, 260 questionnaires were sent out, and effectively recovered 253 copies, with an effective recovery rate of 97.3%. After SPSS and AMOS analysis and verification, the results are that the surface acting has a significant positive effect on the three stages of job burnout, and the deep acting only has a significant positive effect on dehumanization. Regarding the mitigation effect between emotional labor (surface acting and deep acting) and job burnout, psychological capital has a significant positive adjustment effect, peoples' feedback doesn’t have a significant adjustment effect on depersonalization, and service performance scripts have no significant adjustment effect. According the research results to put forward conclusions and suggestions for improving the reduction of the high turnover rate of grassroots-level public servants and academic research.

並列關鍵字

emotional labor ； job burnout ； dramaturgy theory ； psychological capital ； people feedback ； service performance scripts

參考文獻

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