戶政(Household Registration Office)為公務行政庶務之母,其業務多元而複雜;再者,我國戶政系統開放各項異地受理業務,民眾針對特定戶籍登記事項可至最近的戶政事務所辦理。此舉雖大幅提升便民程度,卻也增加戶政人員負擔,且容易增加人口稠密區戶政事務所之現場等待人數。民眾久候偶有臨櫃時對同仁爆發不悅的情緒,為了避免被投訴,同仁必須盡量忍耐,隱藏心中的情緒,仍舊以良好的態度服務民眾。當個人必須管理自己的情緒,以便在大眾面前展現大家希望看到的臉部表情或動作,來符合組織的要求時,稱之為情緒勞務(emotional labor)(Hochschild, 1983)。Hochschild(1992)在後續研究中進一步指出,長期情緒勞務的扭曲,終將導致個人與其真實情感的疏離,對個人身心健康狀況將產生不良的影響,例如,降低工作滿意度、幸福感或者工作績效。面對工作壓力及情緒上的負荷,如果組織能提供足夠的支持,或有人可以從旁協助,對於個人降低情緒勞務,進一步提升工作滿意度,可謂一大助益(Agho, Mueller & Price, 1993; Lee & Maurer, 1997; Roades & Eisenberger, 2002)。此點,對於戶政人員自不例外。綜上所述,本研究將利用SPSS18.0統計視窗軟體作為統計分析的工具,針對樣本資料以描述性統計以及階層迴歸分析等方法,探究新北市各區戶政人員的:(1)情緒勞務、知覺組織支持及工作滿意度之現況;(2)檢定情緒勞務以及知覺組織支持對工作滿意度之影響;(3)檢定知覺組織支持對情緒勞務與工作滿意度之間的關係是否具有干擾效果。最後針對戶政事務所制度面及人員管理面提出實務建議。
Most organizations, including public sector, street-level bureaucracies especially, have implicit or explicit requirements concerning which emotions employees express and how and when they express them. These requirements are seen as more central in jobs that entail high levels of interaction with customers, such as customer service roles. The phenomenon is the same with Household Registration Offices. The household registration staffs had to appropriately adjust their mood on the job and played the role with high emotional labor under the strategy of customer first. Therefore, the study is purported to understand the relationship among emotional labor, perceived organizational support and job satisfaction of public employees working at Household Registration Offices in New Taipei City. And, the main contents of this study are as follows: (1) examining the relationship among the emotional labor, perceived organizational support and job satisfaction through literature review; (2) constructing "the questionnaire of the emotional labor, perceived organizational support and job satisfaction" as the tool of measurement; (3) the survey data is analyzed by the SPSS18.0, and the analysis methods consist of frequency distribution, Pearson's Correlation and hierarchical multiple regression. The results of hierarchical multiple regression are as follows: (1) "emotional labor" is significant influence on "job satisfaction"; (2) "perceived organizational support" exhibits moderating effects between "emotional labor" and "job satisfaction". Finally, based on empirical findings, some policy suggestions are proposed accordingly.