同理心、展現規則、情緒勞務與工作滿足關係之研究--以護理人員為樣本

Abstract

在服務業中，第一線服務人員扮演著很重要的角色，他們代表公司和顧客接觸，必需表達出適當的情緒以創造良好的服務品質，進而提升組織的整體利益。 但往往員工內心所感受到的情緒和被要求表達的情緒有所差異，此時就會產生情緒勞務，員工有兩種方式可以進行情緒上的調節以展現情緒勞務：表層展演(surface acting)與深層展演(deep acting)，透過這兩種方式他們就可以表現出公司所規範的情緒。其中表層展演是以面部的表情、語言和肢體動作表現出規範的情緒，但內心並非真的如此感受；而深層展演則是員工調整內在感受，並順應這種情緒表現在外顯的行為上，達到內外一致的行為表現。 本研究將研究範圍鎖定在護理人員身上，探討護理人員中一項重要的人格特質-同理心(empathy)以及在工作時所感受到的情緒展現規則(display rules)，對這兩種情緒勞務展現方式的影響性；並進一步分析表層展演和深層展演對工作滿足(job satisfaction)所造成的效果。 而研究結果發現： 一、同理心對於深層展演具有顯著正向之影響性。員工感受到的展現規則則對於表層展演具有顯著正向影響。 二、表層展演對於工作滿足感具有負向之影響，而深層展演則對於工作滿足感有正向之影響性。 因為員工的工作滿足感對於個人以及組織層面都具有重要的影響力，所以為了能提升員工的工作滿足感，護理人員應該以深層展演的方式進行情緒的調節，同時醫院也應降低對於員工情緒上的強制性規範，加強護理人員同理心之訓練，以幫助員工使用深層展演之方式，進而強化整體工作的感受。

In service industry, frontline service workers play a very important role. When they contact with customers, they have to show the appropriate emotions in order to create good service quality and make benefit for the whole organization. However, the emotions which their boss wants and they truly feel are often very different. In this situation, they have emotional labor. There are two ways they can use to help them adjust emotions and show emotional labor: surface acting and deep acting. By using one of ways, they can show the “right” emotions to achieve the organization goals. Surface acting means workers express the “right” emotions by adjusting countenance, words and body language, but they don’t feel that. In the other way, deep acting means workers adjust their true feelings and thoughts to achieve their boss’ goal and show what they feel, by doing that, workers’ inner feeling and outer behaviors are no difference. In this research, we use nurses as our target, and we discuss the relationship between empathy (an important characteristic of nurses), display rules workers feel, and two ways to express emotional labor. Furthermore, we focus on the effect which surface acing and deep acting made on job satisfaction. After analyzing, we found the results: First, empathy have positive effect on deep acting, and display rules have positive on surface acting. Second, surface acting has negative acting on job satisfaction, but deep acting has positive on job satisfaction. Because job satisfaction is important for both person and organization, nurses should use deep acting to adjust feelings to improve their job satisfaction. At the same time, the forced norms should be reduced, and the training about workers’ empathy should be enhance to help workers using deep acing and heighten overall feelings about work.