臺灣博碩士論文加值系統

為研究情緒勞務工作特質與反應策略之間的相互關係，釐清情緒勞務工作者的心理歷程、情緒勞務研究中的層級問題，以及Grandey(2003)所提出情緒勞務心理歷程對於情緒傳遞的影響議題，本研究設計並進行兩個實證研究。研究一以印刷業、政府行政機關以及醫療業為主要對象進行研究、研發量表。研究二以台灣中部某一署立醫院護理人員為個案研究對象進行本研究所提出情緒勞務IPO模式。研究二主要實證護理人員受到情緒勞務的投入因子(情緒勞務之各個情境)的影響作出自我心理調整策略「表面情緒控制」，藉此降低因為情緒勞務工作特質所引起之「去人化」程度；研究結果與本研究假設概念的核心「情境對於情緒耗竭的影響需要透過個體情緒勞務心理策略反應的影響顯現」、「個體心理調適策略可降低個體因受到情緒勞務情境所引起的去人化程度」一致。也就是本研究所設定的投入因子(四種情緒勞務情境)對於歷程因子(「表層情緒控制」與「深層情緒偽裝」)具有顯著影響，歷程因子對產出因子「去人化」具有顯著影響。而研究二更利用階層迴歸分析結果發現此間之完全中介效果成立，社會支持對於此模式之干擾效果則未成立。最後於討論與結論中本研究提出未來建議研究方向以及實務意涵。

To study the interactive relationships between job characteristics and responding strategies of workers who work under emotional labor, understand psychological process of emotional labor workers, clarify the level issues for the development of emotional labor field, and verify the impact of psychological factors to affective distribution in the emotional labor field (Grandey, 2003), this research processes two researches. Study I selected samples from workers of printing industry, the executive authorities of the Government, and hospitals. The main purpose of research one is to develop the scale. Study II uses case study method to investigate nurses in a Dept. of Health Public Hospital Consortium located in the central section of Taiwan. The focus of Study II is to verify the fact that workers of emotional labor are affected by situations of emotional labor, and then make psychological strategies for responding to the varying situations to adjust their mentality, which can help protect them from becoming emotional exhaustion, depersonalization, or less accomplishment. The research results are consistent with the foci of this research. First, only through the workers’ strategical psychological adjustments responding to the situations of emotional labor, can the situations of emotional labor affect the workers’ levels of depersonalization. Second, individuals’ surface acting, the responding strategies toward the situations of emotional labor, can effectively decline their levels of depersonalization. That is, the input factors set up by this research, which are the four emotional labor situations, have significant impacts upon the process factors, which are the emotional labor workers’ psychologically responding strategies; process factors have significant impacts upon output factor, the depersonalization. In sum, the full mediation effect was proved to be true in Study II, but the moderating effect of social support does not exist. Finally, suggestions for future researches and the practical implication are discussed in the section of discussion and conclusion.

中文摘要 i
英文摘要 ii
誌謝 iv
目錄 v
表目錄 viii
圖目錄 ix
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究流程 4
1.4 研究貢獻 6
1.5 小結 7
第二章 文獻探討 8
2.1 情緒勞務之本質與發展 8
2.2 情緒勞務之差異性觀點及其層級議題 9
2.2.1 情緒勞務的差異性觀點 9
2.2.2 情緒勞務的層級議題 13
2.3 產出因子與干擾因子 24
2.3.1 職業倦怠(Burnout)與情緒勞務 24
2.3.2 情緒勞務與個體壓力 25
2.3.3 社會支持度 (social support)與情緒勞務 26
2.4 研究假設與推論 28
第三章 研究方法 31
3.1 「研究一」研究方法與統計方法 31
3.1.1 研究方法 31
3.1.2 問卷設計與內容效度控制 31
3.1.3 資料收集 32
3.1.4 統計方法 32
3.2 「研究二」研究方法與統計方法 34
3.2.1 研究方法 34
3.2.2 問卷設計與內容效度控制 34
3.2.3 資料收集 34
3.2.4 統計方法 35
第四章 「研究一」實證結果分析 37
4.1 樣本描述 37
4.2 項目分析 (含鑑別力分析) 40
4.2.1 前測 40
4.2.2 正式施測 40
4.3 高情緒勞務工作特性之情況下使用情緒勞務策略情況分析 42
4.3.1 印刷業 42
4.3.2 政府機關 42
4.3.3 醫療業 43
4.4 迴歸分析 46
4.5 研究發現 48
第五章 研究二實證結果分析 50
5.1 描述性統計 50
5.2 相關分析 54
5.3 階層迴歸分析 56
5.3.1 投入因子對歷程因子對產出因子（I >P>O）之階層迴歸分析
56
5.3.2 干擾因子對歷程因子與產出因子之間的干擾關係迴歸分析
56
5.3.3 情境B特殊任務之檢定 57
5.4 研究發現 59
第六章 討論與結論 61
6.1 研究一 61
6.1.1 理論意涵 61
6.1.2 實務意涵 61
6.1.3 研究限制 62
6.1.4 未來研究方向 62
6.2 研究二 63
6.2.1 理論意涵 63
6.2.2 實務意涵 64
6.2.3 研究限制 65
6.2.4 未來研究方向 65
參考文獻 66
附錄一 「研究一」之量表題項 72
附錄二 「研究二」第一次發放量表 74
附錄三 「研究二」第二次發放量表 81

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