本研究旨在探討情緒智力及情緒勞務之關聯,並探討大五人格特質(其中之外向性、親和性、勤勉正直性、開放性四種人格特質)、年齡在情緒智力與情緒勞務關係間的調節效果。本研究以台灣地區服務業第一線業務人員為樣本,以立意抽樣的方式進行問卷施測,共回收210份有效問卷,有效回收率97%。研究結果顯示,情緒智力與情緒勞務有顯著的負向關係,情緒智力越高者越少有情緒勞務的困擾;另外,外向性人格特質與情緒勞務有顯著的負向關係,年齡與情緒勞務也有顯著的負向關係,顯示外向性人格特質傾向者與年長者在產生情緒勞務時,為調整情緒所耗費之心力較少。在調節作用方面,人格特質中的親和性、勤勉正直性特質以及業務員的年長特性皆可強化情緒智力與情緒勞務之間的負向關係。
The aim of this study was to explore relations between emotional intelligence and emotional dissonance of emotional labor and we examined the moderating effect of the Big-Five personality traits and age on the relationship between two of them. To properly measure EI construct which is conceptually distinct from personality dimensions, a newly developed EI scale composed of self-emotions appraisal, regulation of emotion, use of emotion, and others-emotions appraisal was adopted. A self-administered survey was conducted to collect data from 210 participates offering their services as first line salesmen in Taiwan (a response rate of 97 %). We found that (1) emotional intelligence was negatively related to emotional dissonance. (2) both extraversion trait and age were negatively related to emotional dissonance. (3) agreeableness, conscientiousness and age could enhance the negative relationship between emotional intelligence and emotional dissonance of emotional labors.
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