每日偽裝情緒的負面效應：探討服務人員每日表層演出對其職家衝突與身心健康的影響以及員工協助方案的緩衝效果

The Negative Impacts of Daily Faking Emotions: Exploring the Buffering Effects of Employee Assistance Programs on The Relationships between Daily Surface Acting, Work-to-Family Conflict, and Somatic Health

10.3966/199687602017021001003

紀乃文(Nai-Wen Chi)；葉思妤(Szu-Yu Yeh)

身心健康 ； 表層演出 ； 員工協助方案 ； 職家衝突 ； somatic health ； surface acting ； employee assistance program ； work-to-family conflict

組織與管理

10卷1期（2017 / 02 / 01）

91 - 129

繁體中文

在服務過程中，當服務人員每天以偽裝情緒的方式服務顧客時（即表層演出），對其身心所造成的負面影響遠比深層演出更為深遠。因此，本研究以表層演出為主軸，探討服務人員每日表層演出是否會影響其每日的職家衝突、身心健康狀況；並以工作要求－資源模式為基礎，加入員工協助方案為干擾變數，探討企業可否透過實施員工協助方案減緩表層演出對員工造成的負面效應。本研究為增加研究結果的可類推性，廣泛地從53個不同服務業組織蒐集第一線服務人員的資料，共計97位服務人員參與研究。本研究以經驗抽樣法的研究設計，進行連續10個工作天之問卷調查，並在不同時間點衡量服務人員每日的表層演出、職家衝突與身心健康問題。最後共獲得可用的每日樣本數為669份，並針對可能造成共同方法變異的因素加以控制。階層線性模式結果發現，服務人員每日表層演出程度愈高，其職家衝突與身心健康問題愈嚴重。此外，員工協助方案的健康面能緩和表層演出對職家衝突的正向關係；員工協助方案的工作面則能緩和表層演出對身心健康問題的正向關係。

Emotional labor is the process that employees manage their emotions in order to display required emotions. However, engaging in surface acting would lead to more harmful physical and mental effects than deep acting. Based on the theory of Job Demands-Resources Model, this study examined the daily relationships between surface acting, work-to-family conflict and somatic health. Also, this study explores whether Employee Assistance Program buffers the detrimental impacts of daily surface acting. The study collected different service type of front-line workers as samples. The samples were composed of 669 daily-surveys from 97 employees within 10 working days. We collected data of the daily surface acting, work-to-family conflict and somatic health at different time points. The proposed hypotheses were tested by the hierarchical linear modeling analyses. The results showed that daily surface acting was positively related to work-to-family conflict and somatic health. Furthermore, high levels of health-related Employee Assistance Program buffered the positive relationship between surface acting and work-to-family conflict. Finally, high levels of job-related Employee Assistance Program can reduced the negative impact of surface acting on somatic health.

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