| 摘要註: |
近年來,工作情感對於工作行為與態度的影響與工作敬業心可以預測工作者工作結果,越來越受到研究者的興趣與研究,本研究以金門縣志工為對象,對志願服務者的情緖勞動、情感雙歧與工作敬業心關係之研究,採便利抽樣,共發放550份問卷,回收495份有效問卷,有效回收率為90%。並以探索性因素分析、信度分析、相關分析、差異分析及迴歸分析等,以達成志願服務者的情緖勞動、情感雙歧與工作敬業心相互間之影響。分析結果發現一、情緖勞動的「深層演出」對工作敬業心有顯著的正向影響,但情緖勞動的「淺層演出」對工作敬業心並不全具有顯著的負向影響,二、情緖勞動對情感雙歧具有顯著的影響,三、情感雙歧的「正向情緖」對工作敬業心有顯著的正向影響,而情感雙歧的「負向情緖」對工作敬業心並不全具有顯著的負向影響,四、正向情緖的情感雙歧會透過情緖勞動之中介作用影響其工作敬業心,但負向情緖的情感雙歧會透過情緖勞動之部分中介作用來影響其工作敬業心。志願服務者要有較好的工作結果,應要有高度的工作敬業心,即要有情緖勞動的深層演出及正向的情緖,建議志願服務組織應建立正向愉快的工作環境與氛圍及強化工作者的深層演出。 In recent years, researchers have put more and more interest and efforts on the studies of the influence that work affection has on the work behavior and attitude as well as work engagement predicts the outcome of workers. This study cites the volunteers in Kinmen as an example and uses systematic sampling to investigate the relationship of emotional labor, affective ambivalence and work engagement. A total of 550 questionnaires have been issued and 495 of them have successfully retrieved with a validity of 90%. Using exploratory factor analysis, reliability analysis, correlation analysis, variance analysis, and multiple regression analysis, the inter-relationship of emotional labor, affective ambivalence, and work engagement can thus be known. The results of the analysis are ----1. the deep acting of emotional labor has a positive influence on work engagement, while the surface acting of emotional labor doesn’t have a remarkably negative influence on work engagement. 2. emotional labor has a remarkable influence on affective ambivalence. 3. the positive emotion of affective ambivalence has a remarkably positive influence on work engagement, while the negative emotion of affective ambivalence doesn’t always have a remarkably negative influence on work engagement. 4. the affective ambivalence of positive emotion can influence work engagement through mediation effect of emotional labor, while the affective ambivalence of negative emotion can influence work engagement through partial mediation effect of emotional labor. To obtain a better work result, volunteers have to use intense work engagement - the deep acting of emotional labor and positive emotion. It is suggested that volunteer organization build positive pleasant work environment and strenghten the deep acting of workers. |