臺北市政府人事人員情緒勞務初探
黃一峯、吳斯茜、陳衍宏
《摘要》
在顧客導向的要求下，第一線接觸顧客的人員常要承擔情緒勞務，其努力管理情緒以表現出促進顧客滿意的臉部表情、肢體行為或聲音，但長期克制個人內在真正情緒，則可能導致工作倦怠，使情緒耗竭。人事人員一向被視為「公僕的公僕」，必須對「內部顧客」提供相關的人事服務，本文以臺北市政府人事人員為調查對象，探究其對情緒勞務、工作倦怠、工作滿意度的認知程度。經因素分析將情緒勞務分為「基本情緒表達」、「內心戲碼」及「表面功夫」三個向度，統計結果顯示不同學歷、不同年齡、不同職務的人事人員對於情緒勞務有顯現差異；另迴歸分析則顯示，「表面功夫」與「基本情緒表達」愈高，「工作滿意度」愈高；「基本情緒表達」愈高，「工作倦怠」愈低，而「內心戲碼」與「表面功夫」愈高，則「工作倦怠」愈高。本文屬初探研究，未來仍需考慮擴大調查範圍，並增加樣本的多樣性。
[關鍵詞]：情緒勞務、人事人員、顧客導向
A Study of Emotional Labor of HR Staff in Taipei City Government
Irving Yi-Feng Huang, Szu-Chien Wu,Yen-Hung Chen
Abstract
Required to offer customer-oriented services, organizational employees need to employ proper emotional labor -- which refers to efforts at managing emotions including facial expression, body language, and voices -- to satisfy clients. Research literature indicates that burnout will be caused when employees are required to restrain emotions too much.
It’s a common rule in democratic society that government employees are public servants who are supposed to provide kind, fast and convenient services to citizens. In Taiwan, HR staff are required to act as ‘servants to the civil servants’ by providing HR services to government employees, i.e. internal customers. A survey questionnaire was distributed to the HR staff in Taipei City Government in 2012 to explore their perceptions about emotional labor, burnout, and job satisfaction. After factor analysis, emotional labor can be categorized into three factors -- primary emotion, surface-acting, and deep-acting. The statistics indicate that there are significant differences among education, age, and position of subjects. The regression analysis indicates that the more an HR staff member gets at surface-acting and expressing primary emotion, the higher his or her job satisfaction will be. The more his primary emotion gets expressed, the less will be his chances of burnout. And the more one gets at deep-acting and surface-acting, the more will be one’s chances of burnout.
This paper, as a pilot study, explores some meaningful results which can encourage further research based on a larger sample size.
Keywords: emotional labor, government HR staff, customer orientation