探討遊樂園員工之情緒勞務、工作倦怠、工作滿意度之關係：以情緒智力為調節變項

Relationships among Emotional Labor, Job Burnout, and Job Satisfaction of Amusement Park Employees: Emotional Intelligence as a Moderator

10.6572/JHT.202106_18(1).0004

張琳瑩(Lin-Yin Chong)；顏怡音(I-Yin Yen)

情緒勞務 ； 工作倦怠 ； 工作滿意度 ； 情緒智力 ； 遊樂園第一線員工 ； Emotional labor ； Job burnout ； Job satisfaction ； Emotional intelligence ； Amusement park frontline employee

餐旅暨觀光

18卷1期（2021 / 06 / 01）

69 - 89

繁體中文

遊樂園第一線服務人員是一個情緒勞務需求度高的工作，需時常對遊客保持微笑，但卻可能造成工作滿意度的低落。為找出舒緩此遊樂園的人資困境，本研究欲探討遊樂園第一線員工之情緒勞務、工作倦怠、工作滿意度之間的關係，是否受到情緒智力的調節。研究對象為遊樂園第一線員工，於2016年底回收有效問卷212份。研究結果顯示，情緒勞務與工作倦怠的關係，並沒有受到情緒智力的調節，但情緒智力對工作倦怠卻有負向影響。而情緒勞務與工作滿意度的關係是否受情緒智力之調節的假設，則是部份成立；高情緒智力者，互動程度之情緒勞務會負向影響工作滿意度，但低情緒智商者的互動程度情緒勞務則會正向影響工作滿意度。此外，迴歸分析結果也確認工作倦怠會降低工作滿意度。相關討論與應用，將在文中做更明確的討論。

Working in an environment where provides happiness to visitors, amusement parks employees usually have to disguise their true feelings. Such emotional labor might cause job dissatisfaction. In order for better job satisfaction of amusement park frontline employees, the primary purposes of this study were to test (1) the relationship between job burnout and job satisfaction and the moderating effects of emotional intelligence on (2) the relationship between emotional labor and job burnout, and (3) the relationship between emotional labor and job satisfaction. A total of 212 valid questionnaires were filled out by current employees of amusement parks in Taiwan in late 2016. The result of the analysis partially supports the moderating effect of emotional intelligence. Specifically, it showed that the emotional intelligence does not moderate the relationship between the emotional labor and job burnout. However, it moderates the relationship between the interactional emotional labor and job satisfaction. The results show that for high emotional intelligence employees, the stronger the international emotional labor, the lower the job satisfaction, but for the low emotional intelligence employees, the stronger their emotional labor, the higher their job satisfaction. In addition, the job burnout is negatively related to job satisfaction. Further discussions and applications were mentioned.

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