護理人員是國內外諸多研究關注的對象，而針對護理人員工作環境的相關研究，著重的重點通常聚焦在仍有極大改進空間的勞動條件，然而護理人員在工作上，除了提供專業且安全的醫療照護之外，同時也在進行著情緒勞動，不僅是量化研究，質化研究也相當值得重視，然而相較於國外，國內針對護理人員情緒勞動的研究，大部分為文獻研究與量化研究，質化研究則較少見。 因此本研究藉由訪談的方式，探討護理人員的情緒勞動，本研究發現：一、護理人員的情緒勞動的形塑受到學校教育、組織的情緒規範、與病患的實際互動狀況等諸多因素影響；二、護理人員對本身工作的認同與大眾的刻板印象之間的落差，以及惡劣的勞動條件則是造成情緒負荷的最大原因；三、情緒勞動帶來的負荷超載時，對於護理人員自身、醫療品質、醫院經營皆有負面影響。 最後本研究對於改善護理人員的情緒勞動處境提出幾點建議：（一）從學校教育開始正視情緒勞動（二）改變社會大眾對護理人員的刻板印象，包括從性別角度著手以及強化護理人員的專業形象（三）從護理人員的情緒勞動中得到諸多利益的院方，應負起相對的責任，包括改善情緒勞動的管理方式、持續改善勞動環境以及提供符合需求的實質支援。若能改善護理人員的護理勞動處境，對於護理人員、醫療品質及醫療院所的經營，都將有所助益。 / There has been much research about nursing, but most studies are focus on the nurses’ working conditions. However, in addition to providing professional and safe medical care, emotional labour is also a indispensable part of nursing, but compared with quantitative research，the qualitative research of the emotional labour of nursing in Taiwan are still relatively rare. The aim of this thesis is to investigate the emotional of nursing by interview. The conclusion in this study included three parts: 1. The formation process of the emotional labour of nursing is affected by the nursing education in school, the emotion regulations in organization, and the interaction with patients. 2. The gap between nurses’ job identification and common nursing stereotypes, and the poor working conditions are main causes of the emotional burden of nurses. 3.The work overload on emotional labour has negative impact on nurses themselves, medical quality, and hospital management. To improve the situation of emotional labour of nursing, the recommendations of this study are 1. In the nursing education, teach nursing students to take the emotional labour of seriously. 2. Transform the common stereotypes of nursing by reducing the gender images and strengthening the professional image of nursing. 3. Hospitals should take the relative responsibility when they take the profit. The possible solutions include changing the management of emotional labour, improving the working conditions continuously, and providing appropriate and effective support. The improvement of the situation of emotional labour of nursing will bring advantages to nurses, medical quality and hospital management.

本研究旨在探討教育行政機關之主管家長式領導、行政人員情緒勞動及職業倦怠之關係，以瞭解目前我國教育行政機關主管領導型態，並進一步分析行政人員知覺家長式領導與其情緒勞動及職業倦怠之關係。研究方法以文獻分析及問卷調查法為主，係以臺北縣市教育局之行政人員為對象，隨機抽樣400位行政人員，回收有效樣本260人，回收率達65%。問卷調查結果採用描述性統計、單因子變異數分析以及多元迴歸分析法進行分析，獲得研究結論如下： 一、教育行政機關行政人員在知覺主管家長式領導中，「德行領導」之程度最高。 二、教育行政機關行政人員在情緒勞動中，以「深層偽裝」較高。 三、教育行政機關行政人員在職業倦怠中，以「情緒耗竭」最高。 四、不同背景變項之教育行政機關行政人員在知覺主管家長式領導、情緒勞動及職業倦怠等變項上或分向度上有顯著差異。 五、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其情緒勞 動有顯著差異。 六、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其職業倦 怠有顯著差異。 七、教育行政機關行政人員情緒勞動與其職業倦怠有顯著差異。 八、教育行政機關行政人員知覺主管家長式領導中之「威權領導」及其情緒勞動皆可有效預測其職業倦怠。 根據上述研究結論，本研究提出下列建議： 一、對教育行政機關主管之建議 （一）發揮仁慈領導，主動關懷提供支援之環境， （二）重視德行領導，以身作則俾利型塑使命感。 （三）慎用威權領導，展現理性的人治手段。 （四）建立職場情緒腳本，並納入公務人員訓練課程之中。 （五）加強甄選機制，篩選具合適人格特質之行政人員。 二、對教育行政機關行政人員之建議 （一）主動積極請主管指引政策擬辦方向，以減少情緒勞動。 （二）向資深同仁請益，以有效轉化情緒勞動。 （三）找尋適當的情緒表達管道，以降低表層偽裝的情緒勞動。 （四）瞭解公部門服務之本質，以提升專業效能。 三、對未來研究之建議 分別就研究對象、研究變項及研究方法等方面提出進一步之建議，俾使未來相關研究更臻完善。 / The purpose of this study is to investigate the relationships among paternalistic leadership of supervisors, emotional labor and job burnout of administrators, to realize the status in Taiwan. The research method this study adopted were literature analysis and survey research which data were collected from random sample of 400 administrators of Department of Education Administration Authority in Taipei City and County. The valid samples were 260, and usable responses rates were 65%. The collected data were analyzed by using the statistical methods of descriptive statistics, one-way ANOVA, and multiple regression analysis. And the findings of this study are as follows: 1. Among the perception from the administrators of supervisors’ paternalistic leadership, “moral leadership” is the highest. 2. As to the emotional labor of administrators, “deep acting” is higher. 3. As to the job burnout of administrators, “emotional exhaustion” is the highest. 4. The administrators with different background variables have significant differences in perceptions of supervisors’ paternalistic leadership, their emotional labor and job burnout. 5. The administrators with different level of perceptions of supervisors’ have significant differences in emotional labor. 6. The administrators with different level of perceptions of supervisors’ have significant differences in job burnout. 7. The administrators with different level of emotional labor have significant differences in job burnout. 8. The levels of administrators’ perceptions of supervisors’ “authority leadership” and administrators’ emotional labor can effectively predict the job burnout of administrators. Based on the above findings, this study makes the following recommendations: 1. For supervisors of education administration authority (1) Play a benevolent leadership to provide the supported environment. (2) Emphasis on moral leadership to make a sample for shaping the missions. (3) Use authoritarian leadership carefully to show a rational person. (4) Establish the workplace emotional scripts, and add them in the public service training curriculum. (5) Strengthen the selection mechanisms to select the administrators with appropriate personality traits. 2. For administrators of education administration authority (1) Proactively get the guidelines of proposed direction from the supervisors in order to reduce the emotional labor. (2) Ask senior colleagues to effectively transform the emotional labor. (3) Find the appropriate ways to express emotions in order to reduce the “surface acting” emotional labor. (4) Realize the nature of public sector services in order to promote the professional performance. 3. For future studies: This study provide suggestions on research subjects, variables and methods for future studies as well.

第一線服務人員與顧客接觸時，往往必須在工作中表現特定的情緒，進行所謂的情緒勞動。本研究主要目的是探討工作者進行情緒勞動時，其情緒勞動方式（表層偽裝與深層偽裝）的影響因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化、個人成就感，以及人際關係品質）間的關係，了解服務人員「組織承諾」與「情緒覺察」之高低是否與其在情緒勞動方式的使用程度有所關連；亦探討情緒勞動方式的使用程度與工作倦怠三構面、人際關係品質問是否有不同的關連。本研究以223位銀行行員為對象，採用問卷調查（自我評量與他人評量）的方式，進行假設之驗證。 研究結果發現組織承諾、情緒覺察與表層偽裝皆無顯著的關連性，而深層偽裝與組織承諾、情緒覺察間則呈現顯著的正相關。另一方面則發現表層偽裝僅與個人成就感則呈正相關，與情緒耗竭、去人性化無顯著的相關，此結果並未支持預期的假設；然而深層偽裝與情緒耗竭、去人性化呈現負相關，而與個人成就感呈現正相關，則部分支持假設;最後發現人際關係品質與兩種情緒勞動方式無關，並未支持假設。 最後針對研究發現進行分析討論，並提出研究建議，以供未來相關研究與工商企業的應用參考。 關鍵字：情緒勞動、表層偽裝、深層偽裝、組織承諾、情緒覺察、工作倦怠。 / When front-line service employees confronted with customers, they have to exhibit particular affective displays, so-called emotional labor. Regarding emotional labor, the purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences.(i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). Specifically, the study examined the relationships between two ways of acting with organization commitment and emotion awareness. Moreover, the relationships between two ways of acting with emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship were examined. To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Finally, neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. Implications for future research and service work were also discussed at the end. Key word : emotional labor, surface acting, deep acting, organization commitment, emotion awareness, emotional exhaustion, depersonalization, and personal accomplishment

本研究探討公部門清潔隊員工作特質，以及性別對於清潔隊員在工作職務分配和勞動過程的影響。研究者使用田野觀察和深度訪談進行資料蒐集，並以新北市樹林區的清潔隊中垃圾清運班、資源回收班和掃路工作三項職務者為觀察對象，分析著重於清潔隊員工作的性別職務隔離、勞動過程中表現出的技術與情緒勞動。主要研究發現與貢獻如下：（一）本研究指出清潔隊中存在著性別職務隔離現象，而形成職務隔離的原因除了性別，工作方式、工作可替代性與工作影響程度等三項因素也是形成職務隔離的原因；（二）清潔隊員工作環境處於開放式空間，且工作的進行主要是受到時間壓力的限制，因此清潔隊員執行工作所需之技術特質與所產生的勞動經驗，和傳統上在工廠工作的工人所處的工作環境及以提高生產產品數量為目的的勞動有所不同。本研究對於清潔隊工作技術與勞動的討論，突破了傳統勞動理論中對於「技術」的定義與想像；（三）本研究發現在清潔隊中職務比性別更會影響情緒勞動付出的多寡，雖然女性助手比男性司機需要付出更多情緒勞動，但是男性司機卻可以透過性別特質，幫助女性助手情緒勞動中不足之處。本研究的貢獻在於增加性別與勞動社會學討論的多元性，且可成為未來清潔隊相關工作社會學研究的基礎。 / This study explores the job characteristics of the janitorial service workers in the public sector and the gender influence on job distribution and the labor process therein. Participant observation and in-depth interviews were utilized for collecting data from those who worked in the Garbage Collecting Unit, the Resource Recycling Unit, and the Road Cleaning Unit of the Shu-Lin District Cleaning Team in New Taipei City. The major findings of this study are listed as follows: (1) The study illuminates the phenomenon of gendered occupational segregation among janitorial service workers. The study further finds that occupational segregation is not only shaped by gender but also by methods used for completing the tasks, substitutability of the individual who performs the job, and the degree in which the job may affect the overall outcome of the work unit. (2) The janitorial service workers work in an open space, and the pressure of work comes mainly from the time allocated to complete the tasks. The work environment as well as skills required for and the labor experiences generated from work are thus different from the traditional industrial workers working in factories whose goal is mainly to maximize the production output. The discussion in this study on skills and labor entailed in janitorial service work expands the horizon of traditional labor theories on the conceptualization and definition of "skill." (3) The study shows that job category is more important than gender in affecting the input of emotional labor in the janitorial service work. Female assistants are required to put in more emotional labor than male truck drivers, and male truck drivers can supplement the female workers' emotional labors by exercising the masculine characteristics. The results of this study may not only contribute to gender and labor studies by enriching the discussion on gender and work as well as the concept of skill, but also provide an importance foundation for future research on janitorial service work.

對服務業而言，服務人員的情感傳遞 (employee affective delivery, EAD)影響顧客觀感甚鉅，因此，如何提升員工情感傳遞，為學術界與企業界皆關切的議題。然而，過去研究雖認為知覺展示規則應能提昇員工情感傳遞，但其結果並不一致；此外，如何降低來自顧客的負面事件對員工情感傳遞的影響，在過去研究亦未深入探討。再者，過去探討員工情感傳遞的研究大多著重在個人層次，但服務人員實務上常以團隊的方式進行運作 (如：分店)，因此，本研究試圖以多層次研究的角度加以切入，探討團隊情感氛圍 (group affective tone)在其中扮演的角色。最後，本研究亦探究，團隊情感氛圍是否會干擾知覺展示規則與顧客負面事件與員工情感傳遞的關係、以及此干擾效果是否透過情緒勞動 (emotional labor)的中介而產生。 本研究樣本收集自美髮業58個設計師團隊，共計254個團隊成員 (含58位店長)。本研究以階層線性模式(hierarchical linear modeling)進行統計分析，結果發現，正、負向情感氛圍皆會干擾知覺展示規則與顧客負面事件對員工情感傳遞的關係，且上述干擾效果皆會透過深層演出的策略進而影響員工情感傳遞。另外，正向團隊情感氛圍亦能提升員工情感傳遞。 / Employee affective delivery (EAD) plays a vital role in enhancing customer satisfaction and retention. Although “how to increase EAD” has been a critical issue for both academic and practical fields, several research gaps remained in the EAD and emotional labor literature: (1) Although researchers have suggested that perceived display rules could enhance EAD, past empirical findings did not emerge a consistent pattern on this relationship; (2) Furthermore, past studies have rarely examined how to reduce the negative impacts of customer negative events on EAD; (3) Past studies in the EAD and emotional labor fields have mainly conducted at the individual level; whether the team context influences service workers’ EAD has been neglected. In order to fill these research gaps, this study intended to examine the role of group affective tone (GAT) on EAD using a multilevel perspective. In addition, this study also explored whether GAT moderated the relationships between perceived display rules/negative events and EAD, and whether these moderating effects were mediated by emotional labor. The sample is composed of 58 hair stylist teams and 254 team members (including 58 store managers). The hierarchical linear modeling analyses were conducted to test the hypotheses. The results showed that both positive group affective tone (PGAT) and negative group affective tone (NGAT) moderated the relationships between perceived display rules/negative events and EAD. Moreover, the above moderating effects were mediated by service employees’ deep acting. Finally, PGAT was positively related to EAD.