臺灣會議口譯員之情緒勞務與工作滿意度之關係探析

Abstract

本研究以情緒勞務理論分析會議口譯實務，並以跨領域文獻分析口譯本質上何以涉及情緒勞務，即勞動者在工作時，為了使個人行為與表現與專業角色期待相符，所進行之情緒管理。由過往研究能衍伸出，個人動機或能使情緒勞務對個別口譯員影響不一。因此，本研究指在探討口譯員情緒勞動策略與工作滿意度之間的關係。 研究問卷包含三部分，分別為個人資訊表、情緒勞務量表（Emotional Labour Scale; ELS）和明尼蘇達短式量表（Minnesota Satisfaction Questionnaire short-form; MSQ-short），調查口譯員工作滿意度之內在滿意及外在滿意、最常採用的情緒勞務策略，以及情緒勞務與工作滿意度之間的關係。 研究結果顯示，60 名受試者的情緒勞務程度中等偏低。就策略而言，淺層飾演頻率略高於深層飾演。在工作滿意度方面，如同過往研究，相較於外在因素，受試者之工作滿意主要歸因於內在因素。本研究亦發現，情緒勞務與工作滿意度之間的關係取決於個人所採用的情緒勞務形式。然而，在所有可能排列組合中，唯獨表層飾演與外在滿意間的負相關具顯著性。由於工作滿意主要源自內在因素，顯示個人成就感之於口譯職業的重要性。上述結果為進一步探討口譯員之專業（自我）認同及福祉有關的實踐意涵奠定基礎。

By situating the conference interpreting practice within emotional labor theory, this study aims to investigate the relationship between emotional labor strategies and job satisfaction among conference interpreters. Emotional labor is the management of feelings at work in order to align one’s behavior and expression with professional role expectations. Against interdisciplinary literature, it establishes how interpreting inherently involves emotional labor. Additionally, the varied implications of emotional labor for job satisfaction in previous research suggests personal motivation may also impact the potential effect of emotional labor on individual interpreters. To conduct the research, a three-part survey that includes a personal information form, the Emotional Labour Scale (ELS), and the short-form Minnesota Satisfaction Questionnaire (MSQ) was administered to uncover interpreters’ job satisfaction with regards to intrinsic and extrinsic factors, their most frequently adopted strategy of emotional labor, as well as the relationship between their emotional labor and job satisfaction. Results from 60 participants show moderately low frequencies of emotional labor, with surface acting slightly surpassing deep acting. In terms of job satisfaction, similar to past research, participants mostly derived satisfaction from intrinsic, rather than extrinsic factors. A nuanced relationship was found between emotional labor and job satisfaction, contingent upon the acting strategy employed. However, the only significant correlation found in this study was the negative relationship between surface acting and extrinsic satisfaction. The predominance of intrinsic factors in contributing to job satisfaction highlights the importance of personal fulfillment in the interpreting profession. These observations offer a foundation for further research on practical implications in relation to interpreters’ professional (self-)identity and well-being.