| Abstract: | 第一線服務人員與顧客接觸時，往往必須在工作中表現特定的情緒，進行所謂的情緒勞動。本研究主要目的是探討工作者進行情緒勞動時，其情緒勞動方式（表層偽裝與深層偽裝）的影響因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化、個人成就感，以及人際關係品質）間的關係，了解服務人員「組織承諾」與「情緒覺察」之高低是否與其在情緒勞動方式的使用程度有所關連；亦探討情緒勞動方式的使用程度與工作倦怠三構面、人際關係品質問是否有不同的關連。本研究以223位銀行行員為對象，採用問卷調查（自我評量與他人評量）的方式，進行假設之驗證。
研究結果發現組織承諾、情緒覺察與表層偽裝皆無顯著的關連性，而深層偽裝與組織承諾、情緒覺察間則呈現顯著的正相關。另一方面則發現表層偽裝僅與個人成就感則呈正相關，與情緒耗竭、去人性化無顯著的相關，此結果並未支持預期的假設；然而深層偽裝與情緒耗竭、去人性化呈現負相關，而與個人成就感呈現正相關，則部分支持假設;最後發現人際關係品質與兩種情緒勞動方式無關，並未支持假設。
最後針對研究發現進行分析討論，並提出研究建議，以供未來相關研究與工商企業的應用參考。
關鍵字：情緒勞動、表層偽裝、深層偽裝、組織承諾、情緒覺察、工作倦怠。
When front-line service employees confronted with customers, they have to exhibit particular affective displays, so-called emotional labor. Regarding emotional labor, the purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences.(i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). Specifically, the study examined the relationships between two ways of acting with organization commitment and emotion awareness. Moreover, the relationships between two ways of acting with emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship were examined. To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks through questionnaires.
The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Finally, neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. Implications for future research and service work were also discussed at the end.
Key word : emotional labor, surface acting, deep acting, organization commitment, emotion awareness, emotional exhaustion, depersonalization, and personal accomplishment |
