華人企業服務人員情緒勞動方式的前置因素與其結果之關係：以銀行行員為例

Abstract

本研究主要探討華人企業第一線服務人員進行情緒勞動時，其情緒勞動方式（表層演出與深層演出）的前置因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化及個人成就感，另加上人際關係品質變項）的關係。本研究以223位臺灣本地的銀行行員為對象，進行問卷調查與假設的驗證。 本研究結果發現在華人企業中，組織承諾、情緒覺察兩變項與表層演出無顯著關聯，但此兩變項與深層演出有顯著的正相關。另外，表層演出與個人成就感呈正相關，而與情緒耗竭、去人性化無關；深層演出與個人成就感也呈正相關，但與情緒耗竭、去人性化呈負相關；而兩種情緒勞動方式與人際關係品質皆無關。研究結果似乎與西方的研究發現有若干不同之處。 最後針對研究結果進行討論，並提出建議，提供未來研究與企業的參考。 Front-line service employees have to exhibit particular affective displays, so-called 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). To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks in Taiwan 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. Neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. The results showed some differences from existing Western findings. Implications for future research and service work were also discussed at the end.