119 派遣員情緒勞務、工作滿意度及工作倦怠之研究

The Study of 119 Dispatchers' Emotional Labor, Job Satisfaction and Job Burnout

本研究使用問卷調查法，針對全台消防局指揮中心119派遣員發放問卷，於105年12月15日開始，為期一個月，共發放350份問卷，回收有效問卷為297份，有效問卷達84.9%，使用SPSS系統輸入資料，利用敘述性統計、獨立樣本 t 檢定、單因子變異數分析、信度分析及相關迴歸分析等方法研究，研究結果顯示：1. 119派遣員個人背景變項大致不會影響情緒勞務。2.情緒勞務的淺層演出負向影響工作滿意度及正向影響工作倦怠。3.情緒勞務的深層演出正向影響工作滿意度及負向影響工作倦怠。本研究將分析結果做討論與建議，做為日後指揮中心119派遣員相關勤務運作之參考。

In this study, questionnaire was used for the dispatchers of the emergency command center of the Taiwan. On December 15, 2016, total of 350 questionnaires were issued for one month. The valid questionnaires were 297copies and the valid questionnaires were 84.9 %, Using the SPSS system to input data, using descriptive statistics, independent sample t test, single factor analysis, reliability analysis and correlation regression analysis and other methods, the results show: 1.119 dispatcher individual background variable does not affect the emotional labor strategy. 2. .Emotional exhaustion of the negative impact of job satisfaction and positive impact of job burnout. 3. The deep performance of emotional services is positive impact on job satisfaction and negative impact on job burnout. This study will discuss the results of the discussion and recommendations, for emergency command centers 119 dispatcher related to the operation of the reference.