臺灣博碩士論文加值系統

過去探討情緒勞動的研究，主要聚焦於抑制負面情緒、展現正面情緒的傳統服務業。然而，對於需要展現負面情緒的職業卻鮮有研究，而負面情緒勞動策略與工作績效之間的關係也任然未明。本研究以大陸某銀行的催收員為樣本，通過質化研究（研究一）和量化研究（研究二）以探討負面情緒勞動策略的內涵、對工作績效（還款方案及還款金額）的效果及其適用情境。
研究一通過對大量催收員、催收經理及業務專家的訪談，催收錄音的學習，培訓材料的分析以及實際催收工作的嘗試等質化研究方式，發現催收員在實際催收過程中會採用正負向情緒劳动策略以獲取客戶承諾和實際還款金額。為了探討正、負向情緒勞動策略對工作績效的影響，本研究還發展了負面情緒勞動量表。在研究二中，通過對191名催收員的2891通催收電話的跨阶层分析，我們發現1負面表層演出策略對催收績效有正向作用；2而無論是正向表層演出還是正向深層演出策略對於催收績效均有負向影響；3催收延滯階段會加強負向表層演出策略及正向深層演出策略對催收績效的影響效果。針對本研究的研究結果對情緒勞動、催收及談判領域的理論貢獻進行了探討，並提出具體管理意涵與未來研究方向供實務界與後續研究者參考。

Past research on emotional labor has been focus on displaying positive emotion and suppressing negative emotion in that showing anger induces cooperative behavior from counterparts in traditional service industries. However, few studies discuss on the jobs which need negative emotional performances, and the effectiveness of negative surface acting or deep acting emotional labor strategies are still are uncertain. This research collected data from collection department of a large bank credit card center in mainland China through a qualitative study (study 1) and a quantitative analysis (study 2) to examine the influences of negative emotion labor strategies.
In study 1, a series of qualitative analysis show that bill collectors use both positive and negative emotional labor strategies to get the money back when they negotiated with debtors on the phone. This research also developed a measure of negative emotion labor strategies for quantitative study. In study 2, we proposed hypotheses about how both positive and negative emotional labor strategies might differentially influence the repayment negotiation and actual debt repayment. Using the experience sampling method (ESM) in a sample of 191 bill collectors, 2891 valid call-level responses, the findings show that 1 faking positive emotions reduces the effectiveness of payment negotiation; 2 faking negative emotions enhances the effectiveness of payment negotiation; 3 effectiveness of bill collectors’ positive and negative emotional labor strategies depend on the stages of debt delinquency. Theoretical and practical implications and future inquiry are discussed.

THESIS APPROVAL IDENTIFICATION+i
摘要+ii
ABSTRACT+iii
TABLE OF CONTENTS+iv
FIGURE+vi
TABLE+vii
INTRODUCTION+1
STUDY 1+7
The Research Site+7
Data Sources+8
Data Analysis+12
Summary of Major Findings+13
Emotional requirements+13
Emotion regulation+17
Emotion performance+19
Study 1 Discussion+20
STUDY 2+23
Theory and Hypotheses Development+3
Pilot Study+35
Study 2 Method+39
Results+46
Study 2 Discussions+54
GENERAL DISCUSSION +56
Theoretical and Empirical Contributions+57
Practical Implications+59
Limitations and future directions +60
REFERENCE+62
APPENDIX: INTERVIEW OUTLINE+67
APPENDIX: DEMOGRAPHICS INFORMATION QUESTIONNAIRE+69
APPENDIX: EMOTIONAL LABOR STRATEGIES QUESTIONNAIRE+71

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