飯店從業人員情緒勞務與工作倦怠相關性之探討

A Study of the Relations between Emotional Labor and Burnout among Hotel Workers

謝惠紅(Huey-Hong Hsieh)

飯店從業人員 ； 情緒勞務 ； 工作倦怠 ； 偏最小平方法 ； Hotel Workers ； Emotion Labor ； Job Burnout ； Partial Least Squares Regression

島嶼觀光研究

8卷1期（2015 / 03 / 01）

25 - 51

繁體中文

本研究主要目的在探討觀光飯店從業人員情緒勞務與工作倦怠之關係，以及進行觀光飯店從業人員的背景變項在情緒勞務與工作倦怠上之差異分析。以問卷調查方式獲得110位觀光飯店從業人員有效問卷，所得經t檢定、單因子變異數分析以及偏最小平方法分析。研究結果發現：（一）不同背景變項之飯店員工在情緒勞務知覺無顯著差異；（二）不同背景變項之飯店員工在工作資源知覺上在工作年資部分，工作年資較久（5年以上）對工作自主性的知覺上感覺自主性較其他年資者高；（三）在工作倦怠感部分，僅在工作年資4~5年者對於情緒耗竭部分的知覺較其他工作年資者高；（四）情緒勞務對工作倦怠有23.9%的預測力；（五）工作資源對員工工作倦怠的知覺有降低的效果（R2=.30）；（六）工作資源對因情緒勞務所產生的工作倦怠感並無調節效果。綜合以上結果建議在員工訓練時，能加強其對企業的向心力，使員工願意產生組織承諾，進而願意在工作面對顧客時，展現出該有的情緒，避免因必須遮掩其負面情緒而造成的工作倦怠感。

This study aims to examine the relationship between emotion labor and job burnout among hotel workers. Burnout perceptions between demographical variables are also examined. We modified a questionnaire and obtained 110 effective samples from a web-based survey. We use Student t test, one-way ANOVA and Partial Least Squares Regressions to analyze the data. The research found: (1) There are no differences of emotion labor perceptions among different demographical variables. (2) Workers with seniority of over 5 years perceived higher autonomy than others. (3) Workers with seniority of 4~ 5 years perceived higher emotional exhaustion than other groups. (4) Emotion labor perceptions predict job burnout perceptions with R2=.239. (5) Job resources perceptions predict job burnout perceptions with R2=.30. (6) Job resources did not moderate the effects of emotion labor on job burnout. This study suggests the hotel human resources department may enhance workers' organizational commitment to reduce workers' emotion labor to reduce their job burnout.

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