情緒智力對工作滿意度之影響： 公共服務動機的中介效果與調節效果
董祥開、柳嘉蕙
《摘要》
對於以服務公眾為志業的公務人員而言，除了須具備較高的公共服務動機之外，該如何調適自身的情緒狀態以回應民眾需求及面對工作上的壓力，已逐漸成為公部門管理的重點之一。本研究之目的即在探討公務人員的情緒智力及公共服務動機對工作滿意度的影響，同時也探究公共服務動機在其中所扮演的角色中介或調節效果。本研究以分層隨機抽樣法抽出731位行政院及所屬機關之公務人員做為研究對象，透過問卷調查之方式蒐集資料，了解我國公務人員的情緒智力概況，同時針對本研究之相關論點進行驗證。本研究結果顯示，公務人員的公共服務動機在情緒智力與工作滿意度之間有「部分中介效果」存在，同時公務人員的公共服務動機在情緒智力與工作滿意度間亦具有調節效果。因此，提升公務人員自身的情緒控管能力與公共服務動機，將有助於提高其工作滿意度，故未來公部門在實務管理方面可朝提升公務人員溝通技巧、精神力養成與壓力調適等能力發展相關課程，並善用員工協助方案及心理諮商服務，讓高情緒智力所帶來的柔性技巧發揮最大效益。
[關鍵詞]： 情緒智力、公共服務動機、工作滿意度
The Impacts of Emotional Intelligence on Job Satisfaction: The Mediation and Moderation Effects of Public Service Motivation
Hsiang-Kai Dong, Chia-Hui Leou
Abstract
For public employees who view public service as a noble calling, having a higher level of public service motivation alone may not be sufficient to accomplish their missions. One critical factor is whether the public employees have the ability to adjust their own emotional status when confronted with irrational complaints or blames. This study aims at finding if an individual’s emotional intelligence has any impacts on his/her job satisfaction. Particularly, we would like to know whether public service motivation has mediation effects or moderation effects on the relationship between emotional intelligence and job satisfaction. This study applied the stratified random sampling method based on the current population distribution of the Executive Yuan, and successfully surveyed 731 public employees. Samples are examined to be representative to the population. Results of the statistical analyses show that a person’s emotional intelligence is a critical factor to predict his/her job satisfaction. Also, public service motivation plays both the roles of a mediator and a moderator at the same time. However, we believe that “how much an individual’s emotional intelligence would affect his/her job satisfaction should be conditional to this person’s attitudes toward public service” makes more sense because emotional intelligence and public service motivation do not have an unambiguous causal relationship. How and why emotional intelligence affects a person’s public service motivation is still controversial and debatable. Improving public servants’ ability to deal with their emotion and motivation before serving the public may have positive impacts on their jobs as well as their own career. Accordingly, we suggest that the public sector design training courses to improve public employees’ communication skills, mental strength, and pressure adjustment abilities. The currently implemented counseling service, the employee assistance programs, should be further enhanced to help public employees, thereby maximizing the positive influence of human skills.
Keywords: emotional intelligence, public service motivation, job satisfaction