溫泉旅館服務人員工作負荷、情緒勞務及身心健康關係

The Study on the Relationships between Workload, Emotional Labor and Health for the Hot Spring Hotels Employees - A Case Study of Beitou Hot Spring Sites

本研究旨在探討溫泉旅館服務人員工作負荷與情緒勞務對身心健康的現況，並進一步了解其影響及關係。研究方法採用問卷調查法進行資料蒐集，將研究範圍與對象設定在北投區溫泉旅館服務人員，以立意抽樣方式發放問卷，取得有效樣本153份。研究量表包含工作負荷、情緒勞務、身心健康等三個部份，運用SPSS 20.0及LISREL 8.80統計軟體，進行描述性統計、信度分析、結構方程模式（Structural Equation Modeling, SEM）驗證變項間的關係。模式結果發現顯示工作負荷對情緒勞務有正向影響；情緒勞務對身心健康有負向影響；工作負荷對身心健康有負向影響。研究結果可提供相關業者管理部門作為參考，期能改善服務人員之健康。

This study aims to explore the relationships between workload, emotional labor and health of front line employees in Hot Spring hotels. Studies resolve created by questionnaire. Purposive sampling was used to select sampling respondents to collect data from full-time employees at Baitou Hot Spring Hotel who are working in direct customer contact position. The variables in the questionnaire contain workload, emotional labor, health and personal information. Questionnaire surveys had been conducted to collect the data, with153 valid questionnaires collected. The data was then processed with SPSS 20.0 and LISREL8.80, which generate descriptive statistics, reliability analysis and Structural Equation Modeling (SEM) analysis software for further understanding of the relationships between variables. Research results showed that workload has a positive effect on emotional labor, emotional labor has a negative effect on health, and workload also has a negative effect on health. The results can be provided to management department related to customer service as a sample in order to help improve their employees’ health in working environment.