鄭伯壎臺灣大學：心理學研究所葉柏秀YEH, PO-HSIUPO-HSIUYEH2007-11-272018-06-282007-11-272018-06-282004http://ntur.lib.ntu.edu.tw//handle/246246/55869組織心理學的研究走向，與社會型態一直有關連，當一個社會朝服務社會轉變，組織心理學的研究也開始重視相關議題，情緒議題為重要議題之一。Hochschild（1983）提出「情緒勞動」的概念，開展了人們對於企業組織制訂情緒表達規範、員工在工作時如何調節情緒等相關研究與應用。對服務社會中的企業組織而言，其競爭優勢來自人力資源及其衍生的服務商品，所以，企業的整體利益實與員工的個體運作狀態息息相關。現有情緒勞動之研究多關注於它的交換價值，以及企業組織和員工如何由情緒勞動的過程中，帶給企業組織立即的最大效益；至於員工執行情緒勞動對其工作及家庭的影響之研究，則付之闕如。據此，本研究以多重社會角色的觀點，探討員工因應工作和家庭關係的方式，以瞭解員工執行組織交付的情緒表達規範時，對他的工作和家庭中情緒調節有何影響；則探究情緒勞動對個人的工作與家庭雙重角色之影響，會符合消耗作用（即「消耗假說」）或增益作用（即「增益假說」）之主張。本研究採問卷調查法，收集不同產業的450份員工資料，來驗證本研究的假設。統計分析後發現：(1)員工在工作時盡力展露正向情緒，可引發或提高其正向情緒感受。(2)人們在工作場域和家庭場域的心情感受，受直接「心情溢散」的影響，人們對工作的正向情感也會提高個體對家庭的正向情感，進而增加人們的關懷家人行為。(3)人們在處理「情緒勞動－工作情感－家庭感受－關懷家人行為」歷程時，兩性採用的策略有別。女性受試的資料較支持「增益假說」，顯示女性傾向採用「溢散模式」處理工作和家庭關係；相對而言，男性樣本因應工作和家庭關係的策略，「消耗假說」與「增益假說」皆未得到充分支持。For companies in the service society, their competitive advantages come from their human resource and related service quality. In this case, company’s interest is closely related to employees’ working states. In the past, researches of emotional labor have focused mainly on the exchange value of emotional labor. However, some issues are ignored in the existing emotional labor researches. For example, few people discussed about the consequence of emotional labor as the employees behaves outside their working context. This research emphasized the perspective of multiple social roles. The point is, how employees do emotional labor in workplace as well as do family emotional work. It is aimed to understand that how people do emotional regulation in different contexts and follow-up individual effects. Questionnaire survey is used and 450 questionnaires are collected. After statistic analysis, there are some findings: (1) When employees try to display positive emotions in workplace, their positive affect would be raised. (2) People’s affect towards their workplace and family domain are influenced by direct mood spillover. Man’s positive affect towards their workplace would raise individual’s positive affect towards their family affect. This afterwards raises individual’s caring behaviors to their families. (3) As far as the process of “emotional labor – working affect – family affect – caring family behaviors” is concerned, gender difference is obvious. Female subjects’ data support the assumption of “enrichment hypothesis.” It means that women tend to use “spillover model” to handle their working and family relationship. On the other hand, male subjects’ data support neither the ideas of enrichment hypothesis nor scarcity hypothesis. To sum up, the effect of mood spillover is improved in this research, which modifies the process of enrichment hypothesis and scarcity hypothesis.第一章 緒論 1 第二章 文獻回顧 5 第一節 情緒勞動 5 第二節 工作與家庭關係的研究 13 第三章 研究方法 35 第一節 研究樣本 35 第二節 研究工具 37 第三節 研究程序 48 第四節 資料分析 49 第四章 研究結果 53 第一節 各變項之整體分析 53 第二節 性別對「情緒表達—工作情感—家庭情感—關懷家人行為」歷程之影響 64 第五章 討論與建議 77 第一節 結果討論 77 第二節 研究限制 83 第三節 未來研究方向 85 第四節 管理實務意涵 87 參考文獻 88 附錄一 研究問卷 98 附錄二 問卷施測說明 103841339 bytesapplication/pdfen-US性別差異情緒勞動關懷家人行為家庭感受工作與家庭關係工作情感family emotion workwork and family linkagefamily affect.work affectEmotional laborgender differenceotherhttp://ntur.lib.ntu.edu.tw/bitstream/246246/55869/1/ntu-93-R90227025-1.pdf