服務人員情緒勞動之前因後果探討

Abstract

第一線服務人員面對顧客時，除了提供商品或勞務外，往往也需要表現出符合社會期待的情緒表現，稱之為情緒勞動。服務人員的情緒勞動策略有兩種：(1)深層演出─調適內心感受以表達一致的情緒，(2)淺層演出─與內心感受相悖，僅表面上表達應有的情緒。本研究旨在探討影響服務人員於工作環境中選擇不同情緒勞動策略之個人因素，以及不同的情緒勞動策略對顧客面之影響。 本研究首先探討表達規則、員工情緒和內在動機三個變項與深層演出和淺層演出之間的關係，之後進一步檢驗深層演出和淺層演出對於員工友善和服務品質所造成的影響。透過201組商圈店鋪店員與顧客的問卷調查，進行假設之檢驗。 研究結果發現表達規則與深層演出和淺層演出均具有顯著的正向關係，員工情緒和內在動機則均與深層演出具有顯著的正向關係，與淺層演出則有顯著的負向關係。另一方面，深層演出對於員工友善和服務品質均有顯著正面影響，反之，淺層演出則對兩者皆有顯著的負面影響。此外，員工友善與服務品質間也具有顯著的正向關係。

The issue of service employees’ emotions is beginning to gain closer attention by service researchers. Emotional labor literature addresses the stress of managing emotions when the work role demands that certain expressions be shown to customers. In this research, we extend emotional labor theories, proposing and testing a model that includes emotional labor strategy as well as its antecedents and consequences. Data were collected from 201 service employee-customer pairs in Taiwan. Results showed that all the antecedents of emotional labor strategy, including display rules, employee positive emotions and intrinsic motivations, have positive influence on deep acting, which in turn enhances employee friendliness and service quality. On the contrary, employee positive emotions and intrinsic motivations are negatively related to surface acting, which lead to negative evaluation of employee friendliness and service quality. Implications, limitations and future research directions are then discussed.