高鐵站務員工作壓力與情緒管理之研究

A Study on the Job Stress and Emotional Management of the Taiwan High Speed Rail Corporation Station Staff

黃心品(Hsin-Pin Huang)

指導教授 ： 王穎駿

國立高雄餐旅大學/觀光學院/運輸與休閒服務規劃碩士學位學程/碩士(2013年)

https://doi.org/10.6825/NKUHT.2013.00044

摘要

台灣高速鐵路於民國96年開始營運，至民國101年底旅客數已達兩億人次，隨著運量逐年增加，身為第一線服務人員的高鐵站務員，除了負起現場督導與安全管理責任外，更為了提供旅客良好服務品質，而面臨嚴謹的工作壓力。高鐵站務員工作熱忱及自我情緒的表達，對旅客的服務品質多所影響，除了個人工作狀況及身心健康外，甚至影響組織的表現。本研究進行高鐵站務員問卷調查，使用工作壓力與情緒管理量表，運用統計分析與線性結構方程模式，檢測高鐵站務員工作壓力與情緒管理之現況與差異性，並探討二者間互相影響關係。研究發現，工作壓力分別萃取出：「程序規定與事件處理」、「工作制度」、「公司形象與場所」、「旅客狀況」、「特殊旅客」、「領導統御及團隊風氣」、「家庭與工作之互動」、「組織結構和氣候」、「職涯壓力」、「工作衝突」、「管理系統」、「人際因素」十二個構面，情緒管理分別萃取出：「情緒運用」、「情緒表達」、「情緒覺察」、「情緒調適」四個構面；經由獨立樣本t檢定，得知高鐵站務員婚姻狀況與旅客之因素、其他工作相關壓力少部份有顯著影響；透過單因子變異數分析，得知不同年齡站務員在工作本身之因素、旅客之因素、其他工作相關壓力少部份有顯著影響，不同教育程度在工作本身之因素、其他工作相關壓力、情緒管理少部份有顯著影響，不同工作年資與聘僱方式在工作本身之因素、旅客之因素、其他工作相關壓力、情緒管理少部份有顯著影響。另根據線性結構方程模式分析，工作壓力對情緒管理有顯著影響。研究結果期望能協助高速鐵路公司對於人力資源管理的衡量與參考。

關鍵字

高速鐵路 ； 站務員 ； 工作壓力 ； 情緒管理

並列摘要

Taiwan High Speed Rail commenced operations in 2007. The number of visitors reached 200,000,000 in December 2012. The volume of traffic has increased year by year. This led the station’s frontline workers to take on-site supervision and safety management responsibilities. In order to provide the visitors high quality service, the station staff has to deal with rigorous job stress; moreover, expression of work ethic and emotional self-management have an impact on the mood of the customer and service quality. These factors not only affect an individual’s job conditions and health, but also the performance of the entire organization. This study was designed to explore issues related to job stress and emotional management. The study used statistical methods and the linear structure equation model to inspect the current status of Taiwan High Speed Rail Corporation station staff. Important aspects of the staff’s status included job stress and emotional management differences, and the interplay between the two. The researchers expect to share their results with the Taiwan High Speed Rail Corporation human resources management.
The mode is extracted from job stress："procedural rules and event processing", "working system", "corporate image and arena", "passenger status", "special passenger", "leadership and team atmosphere", "interaction of family and work", "Organizational structure and atmosphere", "stress in the workplace", "working conflict", "management system", "interpersonal factors" twelve dimensions; extracted from emotional and management: "usage of emotion", "expression of emotion", "Perceptions of emotion", " adjustment of emotional " four dimensions.
Via independent sample test, the matrimony affects guest factors and other work-related stress. By one-way ANOVA, age affects the work itself, guest factors and other work-related stress; education affects the work itself, other work-related stress and emotional management; job seniority and hire mode affect the work itself, guest factors, other work-related stress and emotional management. In the structural equation, job stress affects emotional management. The results of this study can be beneficial for the researches related to the Taiwan High Speed Rail, and can also be applied to human resource management as reference in academic and practical field.

並列關鍵字

Taiwan High Speed Rail ； Station Staff ； Job Stress ； Emotional Management

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