题名

情緒勞務會受到組織環境因素影響嗎？公部門、私部門、非營利組織員工行為異同之探索性研究

并列篇名

Do Organizational Factors Influence Emotional Labor? Exploring the Similarities and Differences of Employee Behaviors across Public, Private Sector and Nonprofit Sector

DOI

10.29865/PAP.201512_(61).0004

作者

謝俊義(Jun-Yi Hsieh)；廖珮妏(Pei-Wen Liao)；陳雅婷(Ya-Ting Chen)；闕壯宏(Juang-Horng Chueh)；林月雲(Yuen-Yun Lin)

关键词

情緒勞務 ； 公部門 ； 私部門 ； 非營利組織 ； 多層次分析 ； emotional labor ； public sector ； private sector ； nonprofit sector ； multilevel analysis

期刊名称

行政暨政策學報

卷期/出版年月

61期（2015 / 12 / 01）

页次

101 - 148

内容语文

繁體中文
中文摘要

本研究探討員工鑲嵌於公部門、私部門和非營利組織之下，其組織特性以及員工的前因變數是否影響員工的情緒勞務。本研究主要透過多層次分析模型來檢驗個體層次上的變數（如自我效能、個人與組織契合度、個人與工作契合度），以及組織層次的變數（如服務氣候、顧客導向、績效文化、工作條件與人事制度僵化等），如何對於三種部門員工的情緒勞務（深層演出工作行為和表層演出工作行為）產生影響效果，並加以分析與解釋。研究結果支持部門特性的相似與相異，研究顯示組織層次隨機效果會顯著影響公部門與私部門員工的深層演出工作行為，以及私部門員工表層演出的情緒勞務行為；但是組織層次的變異無法顯著影響非營利組織員工的情緒勞務行為。而就個別變數而言，組織層次變數（如服務氣候、顧客導向、績效文化、工作條件、人事制度僵化）對公部門或私人部門員工的深層演出的情緒勞務有較顯著影響；而對非營利組織則主要來自個人層次變數（如個人與組織契合度、自我效能等）。最後本文並針對研究結果的解釋和未來的研究方向進行討論。
英文摘要

This study explores possible individual-level and organizational-level antecedents of emotional labor nested organizational settings across the employees of public, private and nonprofit sectors. By multilevel analysis, the antecedents include the individual-level variables such as self-efficacy, person-organization fit, person-job fit, and organizationallevel variables such as service climate, customer oriented, performance culture, work condition, and personnel red tape. This study intends to estimate how these variables influence emotional labor (surface acting and deep acting) across the employees of public, private, and nonprofit sectors. The findings reveal support for sectoral differences and similarities across three sectors. Organizational-level random effects have significant impacts on deep acting for public sector employees and private sector employees. However, organizational-level variance does not produce significant impacts on emotional labor for nonprofit sector employees. For the variables, organizational-level variables (i.e., service climate, customer orientation, performance culture, work condition, and personnel red tape) tend to yield significant influences on deep acting for public sector employees and private sector employees. The influences on surface acting for nonprofit sector employees mainly come from individual-level variables such as person-organization fit, self-efficacy, and so on. Finally, explanations for these findings and directions for future research are discussed.
主题分类 社會科學 > 社會科學綜合
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被引用次数
  1. 陳棟樑、吳純萱、余思瑩(2017)。119 派遣員情緒勞務、工作滿意度及工作倦怠之研究。管理資訊計算，6(S3)，176-185。
  2. 董祥開,柳嘉蕙(2020)。情緒智力對工作滿意度之影響： 公共服務動機的中介效果與調節效果。文官制度季刊，12(1)，51-92。
  3. 賴昶丞,黃素惠(2019)。大學生職場情緒勞務知覺之調查研究。中華行政學報，24，23-39。
  4. 劉淑芬,楊素月,黃珮玲,高靖秋,冷妍芝(2018)。勞動條件、工作生活平衡與護理人員留任。領導護理，19(2)，12-23。
  5. 謝智偉、劉榆華(2016)。消極展現規則與工作倦怠：以臺北市區公所員工為例調查情緒失調之中介效果與服務氣候之調節效果。中國行政評論，22(2)，81-100。
  6. 張偉雄、林子堯(2018)。國際觀光旅館全職從業人員情緒勞務與犬儒主義之結構方程模式。觀光產業與航空管理期刊，1(1)，22-42。
  7. (2019)。人力即是資本：國際觀光旅館組織氣候對情緒勞務之影響。休閒運動管理學刊，5(1)，12-22。
  8. (2024)。情緒勞務之統合分析研究。教育心理學報，55(4)，847-874。
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