社區照顧關懷據點服務志工情緒勞務的前置因素與其結果關連性之研究

社區照顧關懷據點政策的推動是福利社區化的具體實踐之一，永續的服務供給必須倚靠穩定的志工人力，也是目前長照2.0亟待克服的難題，然綜觀過去社區據點的研究，對據點志工的服務行為與流動均缺乏學術性的深入討論。據點志工作為第一線的服務提供者，在與被服務者互動時，必須投注相當的情緒勞務，長久來說容易增加心理成本，對志願服務的投入造成負面的影響，但過去卻從未以此角度解釋據點志工的服務行為與高流動率的關係。本研究透過對據點志工情緒勞務方式（表層演出與深層演出）的調查，並探討其與前置因素（公共服務動機、組織承諾）與結果（情緒耗竭與離職傾向）的關連性。為了回答研究問題，研究方法上採取大規模面訪調查的方式進行，最後納入分析的有效樣本為1,215份，並透過相關分析與階層式迴歸討論前述變數間的關連性。本研究是首次將情緒勞務的觀點帶入據點志工服務行為的研究，一方面對據點志工的服務行為與情緒勞務提出更具理論性的解釋；另一方面在實務上針對據點志工的人力資源管理與發展據以提出有效的建議。

關鍵字

情緒勞務；公共服務動機；組織承諾；情緒耗竭；離職傾向；社區照顧關懷據點

並列摘要

The community care station policy is one of the most important elderly social welfare schemes to be implemented for public service in Taiwan. Ample volunteer resources are a necessary element to sustainable service provision. However, there is a dearth of academic and practical discussions on the themes of the management and service behaviour of volunteers in the field of community care station studies. Hence, the main purpose of this paper is to systematically evaluate the service behaviour and high turnover rate of these station volunteers by utilising the theories of emotional labour and its antecedents (public service motivation and organization commitment) and consequences (emotional exhaustion and turnover intention). Questionnaire survey is used to collect appropriate data which will be analysed with analytical techniques such as multiple regression and structural equation modeling to answer the research questions. This is the first attempt to study community care station volunteers' service behaviours by applying the theory of emotional labour and its antecedents and consequences. The results of the study are expected to provide more theoretical explanations on volunteers' service behaviour and emotional labour as well as more human resource management and development strategies.

並列關鍵字

emotional labour ； public service motivation ； organization commitment ； emotional exhaustion ； turnover intention ； community care station ； community care station volunteer