| 摘要註: |
影響情緒勞務的產生與結果的因素有很多，舉凡服務人員的人格特質、情緒智力或工作的性質等因素都將影響服務人員情緒勞務策略的使用方式，進而使其感受到對於工作的滿意程度或是自身情緒的耗竭。過去的研究指出，工作倦怠會反應在組織層面的表現上，對於員工的工作態度以及組織績效造成負面的衝擊。因此，本研究以探討情緒智力、互動特性、人口變項對於情緒勞務的影響以及情緒勞務對於工作倦怠的影響作為研究目的。本研究將全國國際觀光飯店以立意抽樣的方式進行抽樣，並與飯店人事部門之主管作電話聯繫，透過主管以隨機的方式發放問卷給該飯店員工，進而探討影響國際觀光旅館服務人員之情緒勞務的因素以及其情緒勞務與工作倦怠之關係。收集的資料包括，國際觀光旅館服務人員的情緒勞務負荷情形（表層演出、深層演出、自然情緒表達）、個人的情緒智力、工作時與顧客的互動特性（存續期間、頻率、密集性、多樣性）及與工作倦怠有關的衡量（情緒耗竭程度、去人性化程度、及個人成就感）。研究結果發現，情緒智力方面，若情緒智力越高則越容易表現出深層演出及自然情緒表達的情緒表現方式；在互動特性方面，互動頻率越高或是工作時需表現出多樣性的情緒則所需付出情緒勞務程度越高，且與顧客有密集性互動時，則越容易讓自己呈現出自然情緒表達；在人口變項中，性別及平均月收入兩個變項對於情緒勞務有顯著差異性；最後，在情緒勞務與工作倦怠相關性方面，常使用表層演出者，其越容易產生情緒耗竭及去人性化，深層演出則反之。且若常展現出自然情緒表達者，則較不會有去人性化的倦怠現象產生。關鍵字：情緒智力、情緒勞務、工作倦怠。 There are many factors affecting the generation and result of emotional labor, for example, the personality of the service personnel, emotional intelligence, or job characteristics, etc., will all affect the utilization method of the emotional labor strategy of service personnel, and the service personnel will in turn feel exhausted on job satisfaction or self-emotion. It was pointed out in the past research that burnout will be reflected on the performance of organizational aspect, and it will in turn has negative effect on employee’s job attitude and organizational performance. Therefore, the research objective of this research is to investigate the effect of emotional intelligence, Interactive features and population variable on emotional labor, and in turn the effect of emotional labor on burnout. This research would perform purposive sampling to all international tourist hotels within the nation, and contact the human resources manager of each hotel by phone. Through the contact, we would give out questionnaires to the employees of those hotel. In order to make further discussion on the relationship between emotional labor and job exhaustion among staff of international tourist hotels. The collected data include: the emotional labor loading of the service personnel of international hotel (surface acting, deep acting and expression of natural felt emotional), personal emotional intelligence, interactive characteristic during the work hours (Duration, frequency, density and Variety) and the assessment related to burnout (degree of emotional exhaustion, degree of depersonalization and diminished personal accomplishment). From the research result, it can be found that in emotional intelligence aspect, if the emotional intelligence is higher, then the in-depth performance is more likely to be expressed, and the emotional expression way is more likely to be expressed in natural emotional expression way; in interactive characteristic aspect, the higher the interactive frequency, or when diversified emotion is needed to be expressed in the work, then there is higher need to pay more emotional labor, meanwhile, when there is high density of interaction with customer, then it is more likely to show personal natural emotion expression; in the population variable, gender and average monthly income variables show significant difference to emotional labor; finally, in the correlation between emotional labor and burnout, the one who frequently uses surface acting has more chance to get emotional exhaustion and depersonalization, and the one use deep acting was just on the contrary. Moreover, the one who has expression of natural felt emotional will have less chance to show depersonalization burnout phenomenon. Key words: Emotional intelligence, emotional labor, burnout. |