基層公務員的情緒壓力與工作滿足感關係之研究—以交通部公路總局新竹區監理所人員為例
謝俊義、張毓琪、黃于恬
《摘要》
在現在充滿競爭的環境中，公家單位也如同服務業一樣，將服務品質及民眾需求視為工作中重要的一部分。基層人員在工作時不僅要付出勞力與腦力，在面對民眾時的情緒表達與良好的服務態度已經成為工作中重要的一環。但是壓抑或過度情緒表達可能會增加工作壓力、產生工作倦怠感等影響，甚至導致身心俱疲、影響身體健康等負面效果。本研究旨在瞭解公路監理機關人員組織因素、情緒勞務及工作滿足感之現況與因果關係。本研究採用問卷調查法，以交通部公路總局新竹區監理所各轄站編制及非編制內人員為研究對象，並透過結構方程模式進行資料分析及驗證假說。研究結果顯示真實表達工作行為有利於提升工作滿足感，而虛假掩飾工作行為不利於工作滿足感的提升。其它如服務氣候、顧客導向，以及人員與組織契合度對情緒勞務（包含真實表達工作行為與虛假掩飾工作行為）與工作滿足皆有正向或負向顯著影響。本研究建議公路監理主管機關暨各相關業務單位，正視公路監理人員的情緒勞務程度問題，改善工作環境品質等，降低公路監理人員工作壓力或工作倦怠感等不利因素。
[關鍵詞]： 情緒勞務、工作滿足感、服務氣候、顧客導向、員工與組織契合度
A Study of the Casual Relationships of Emotional Press and Job Satisfaction - The Employees in Hsinchu Motor Vehicle Office, Directorate General of High Ways, Ministry of Transportation and Communications as the Example
Jun-Yi Hsieh, Yu-Chi Chang, Yu-Tien Huang
Abstract
In the present competitive environment, the government is likened to the service industry which regards service quality and consumer needs as an important part of their work. Street-level bureaucrats not only work hard physically and mentally, but also try hard to show good service attitude and appropriate mood when facing clients. However, constraining or exceeding the mood expression will probably increase work pressure and chances of burnout, and even cause serious physical and mental fatigue, and have negative effects on health. This research aims to understand the status and casual relationships of organizational factors, emotional labor and job satisfaction for personnel in a local Motor Vehicle Office. This research surveyed the street-level bureaucrats in Hsinchu Motor Vehicle Office, Directorate General of Highways, Ministry of Transportation and Communications. It then analyzes the data and verifies the hypotheses through structural equation modeling (SEM).
The findings demonstrate that deep acting is advantageous to the promotion of job satisfaction, while surface acting the work is disadvantageous to job satisfaction. Other factors such as service climate, customer-oriented policy, as well as employee-and-organization fit have significant positive or negative influences on job satisfaction. This research suggests that the Motor Vehicle Office pay attention to the problems of emotional labor and improve the quality of work environment. These steps can reduce work pressure, work burnout, and other adverse factors.
Keywords: emotional labor, job satisfaction, service climate, customer oriented, employee and organization fit