警察人員情緒勞務負荷對工作滿足感影響之研究:以新北市政府警察局為例

Effects of Emotional Labor Loading on Job Satisfaction of the Police: The Case in Police Department of New Taipei City

歐庭卲(Tin-Shao Ou)

指導教授 ： 黃一峯

共同指導教授 ： 朱金池

淡江大學/管理學院/公共行政學系公共政策碩士在職專班/碩士(2012年)

https://doi.org/10.6846/TKU.2012.00370

摘要

為了解新北市政府警察局之警察人員目前所面臨的工作現況如工作量繁重、警民比例懸殊、警力外調嚴重及人力斷層等窘境，而造成警察同仁在情緒勞務負荷上的增加並影響工作滿足感的個人屬性差異情形與情緒勞務負荷變化和影響工作滿足感之關聯性，是研究
者欲探討的。
本次研究旨在探討警察人員情緒勞務負荷對工作滿足感之影響，採用量化分析，結合文獻探討來設計研究問卷，並以問卷調查的方式對新北市政府警察局之警察人員作分層抽樣，共計回收有效問卷649份，分別將新北市政府警察局之警察人員不同的個人屬性（如性別、年齡、畢業期別、教育程度、服務年資、婚姻狀況、目前工作屬性、官職等）與情緒勞務負荷的來源與態樣和工作滿足感之間探討是否有具有顯著差異及其相關性，並依據問卷調查所蒐集的資料進行t檢定、單因子變異數分析（One-Way ANOVA）與相關分析（Correlation Analysis）。
研究發現，整體而言在不同的個人屬性在情緒勞務負荷的來源與態樣和工作滿足感之差異，除了性別、教育程度無顯著差異外，在年齡、畢業期別、服務年資等屬性均可顯示新進警察人員的差異性均高於一般警察同仁。另外，在情緒勞務負荷的來源與態樣和工作滿足感二者間與其構面間均呈現顯著相關，可見情緒勞務負荷對工作滿足感將造成一定的影響。
最後藉著本次研究結果及相關資料，建議對於新進的警察人員將加強職場技能與實務訓練、健全教育心理層面和完善的配套福利措施等來使其降低在情緒勞務負荷上的壓力及提升工作滿足感。

關鍵字

警察 ； 情緒勞務負荷 ； 工作滿足感

並列摘要

This research aims to understand the connection causing the increasing emotional labor loading and influencing the discrepancies of personal characteristic on job satisfaction, variation of emotional labor and job satisfaction among policeman from investigating the current working state that New Taipei City policeman confronted such as overwhelming workload, unbalanced police-citizen proportion, and shortage in human resources.
The emphasizes on the effects of emotional labor load on job satisfaction of polices. The author adopted quantitative analysis, combining with literature reviews to design the questionnaire, stratified sample of New Taipei City polices by questionnaire survey method and used the statistical results to do the analysis. 649 valid questionnaires were returned. This study aims to investigate the relations between demographic characteristics of police such as gender, age, education background, working duration, marital status, and job position level. The data the author collected were analyzed via approaches of t-test, one way ANOVA and correlation analysis.
The results indicate that under different employee characteristics, sources and ways of emotional labor load and job satisfaction all tell that differences between newcoming police officers are higher than senior officers. In addition, there are positive correlations between sources and ways of emotional labor load and job satisfaction. Therefore, emotional labor load does have certain influence on job satisfaction.

In the end, by the study results and the relevant information, the research suggests to provide new police officers with more vocational skills, on-board training, well emotional education and thorough benefit to lower their pressure of emotional labor load and increase their job satisfaction.

並列關鍵字

Police ； Job Satisfaction ； Emotional Labor Load

參考文獻

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