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伪装情绪的负面效应:探讨服务人员表层演出对职家冲突、身心健康的影响、以及员工协助方案的缓冲效果

【中文摘要】:服务业现已成为台湾主流产业,因此如何满足顾客需求并提升其满意度、进而创造绩效,为企业所关注之议题。在服务过程中,服务人员必须调整自己情绪,以表现出符合组织规範之情绪,过去文献将此称为「情绪劳动」。当服务人员以伪装情绪的方式从事情绪劳动时 (即:表层演出),对其身心所造成的负面影响远比深层演出更为深远。因此本研究以表层演出为主轴、探讨服务人员每日表层演出与每日职家冲突、身心健康问题的关係;并以资源保存理论为基础,加入员工协助方案为干扰变数,探讨企业可否透过实施员工协助方案,以减缓表层演出对员工造成的负面效应。
本研究为增加多样性和可类推性,共收集53个服务单位,包含服务业、製造业、资讯业、金融业、自由业、医疗业、军公教的第一线服务人员为研究样本,并以经验抽样法进行服务人员每日之资料收集。本研究共以97位服务人员进行连续10个工作天之问卷调查,并在不同时间点衡量服务人员每日的表层演出、职家冲突与身心健康问题,共获得可用的每日样本数为669份。
研究发现,服务人员每日表层演出程度越高,职家冲突越高和身心健康状态越差。此外,员工协助方案的健康面能缓和表层演出对职家冲突的负面影响;员工协助方案的工作面亦能缓和表层演出对身心健康的负面影响。
【英文摘要】:Emotional Labor is the process that employees manage their emotions in order to display required emotions. However, when employees perform surface acting, their faking of emotions might lead to more harmful physical and mental effects than deep acting. Based on the theory of Conservation of Resources, the study examined the daily relationships between surface acting, work-to-family conflict and somatic health. Also, this study explores whether Employee Assistance Program acts as a moderating variable that buffers the detrimental impacts of daily surface acting on work-to-family conflict and somatic health.
To increase the generalizability of research results, 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. In everyday survey, the researcher 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 of hierarchical linear modeling showed that employee 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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  • 一、中文部分
  • 来源:中山大学;作者:叶思妤
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