領導者對部屬的情緒勞動:原因與做法

Abstract

近年來，領導者情緒勞動議題越來越受到研究者重視。早期情緒勞動探討的對象，多以第一線服務人員為主，並未將焦點放置在組織成員身上，一直到近期，領導者情緒勞動議題才被開啟。然而，雖然有越來越多學者強調領導者情緒勞動在領導歷程中所扮演的重要角色，但是截至目前為止，領導者情緒勞動內涵仍不清楚。有鑑於此，本研究採取關鍵事例法，蒐集領導者在工作上所做的情緒勞動事例，透過歸納分析藉以釐清領導者情緒勞動內涵。本研究橫跨不同產業總共蒐集75份有效主管問卷。結果顯示：（1）領導者的表層演出與深層演出各包含兩個次向度，表層演出包含｢忍氣吞聲｣與｢裝模作樣｣；深層演出包含｢認知評估｣與｢注意力轉移｣。（2）領導者情緒勞動的目的可分成人際取向與工作取向，人際取向的目的包含｢關懷部屬｣與｢維繫關係｣兩個向度；工作取向的目的包含｢確保組織運作｣與｢形塑專業形象｣兩個向度。（3）領導者情緒勞動內涵包含四種類別，分別是｢真誠工作｣、｢逢場作戲｣、｢真誠待人｣與｢虛與委蛇｣。最後，根據研究結果進一步討論研究貢獻、研究限制及未來研究方向。

There had been a growing interest in the topic of leaders’ emotional labor for the past few years. During the early stages, the research of emotional labor had solely focused on front line staff and few had looked at the emotional labor of members within an organization. Only until recent year, research interest about the leaders’ emotional labor bloomed and more and more researchers had emphasized the importance of emotional labor in the process of leading. However, the connotations of leaders’ emotional labor are still unclear. And in view of this, the current research proposed to use Critical Incident Technique to analyze the connotation of leaders’ emotional labor from workplace incidents that are related to leaders’ emotional labor. There are a total of 75 surveys collected and results suggested that: (1) There are two latent dimensions for leaders’ surface acting (Submit to Humiliation & Bumbling) and deep acting (Cognitive Appraisal & Attentional Deployment). (2) The goals for leaders’ emotional labor can be differentiated into interpersonal orientation and task orientation. Both interpersonal and task orientations encompass two further dimensions. Interpersonal orientation includes dimensions of (a) Care for Subordinates and (b) Maintaining Relationships whereas task orientation includes the (c) Ensure the Organization Operates and (d) Shaping a Professional Image dimensions. (3) Leaders’ emotional labor consists of four categories: “Sincere Work”, “Flirtatious Work”, “Sincere Mix In”, and “Virtual Mix In”. Finally, contributions, limitations, and future research are discussed.