身心障礙福利機構照服員情緒勞務與工作倦怠關連性之研究：以社會支持為調節變數

A Research on the Relationship Between Emotional Labor and Job Burnout of Nursing Assistants in Welfare Agencies for People with Disabilities: Social Support as a Moderator

照服員是長期照護體系中最重要的人力資源，但卻因為工作本身情緒勞務的特質，而容易導致工作倦怠，特別是在身心障礙住宿式服務機構的照服員，工作更為辛勞，如何留任人員，是維繫長照服務的重要關鍵。本研究以中南部四縣市18間身心障礙福利機構為範圍，並針對機構內照服員進行問卷調查，探討照服員的情緒勞務與工作倦怠之狀態，並以社會支持做為調節變數，瞭解照服員的工作倦怠情形及影響因素，提出政策建議。本研究共計回收315份有效問卷，研究結果發現：（1）情緒勞務的表層演出與照服員的情緒耗竭、去人性化與低個人成就感有正向關連性，也就是身心障礙機構要求照服員要用愛心與耐心來照顧這些身心障礙者，不得對服務使用者或其家屬發脾氣，讓照服員在工作中必須隱藏或壓抑真實情緒，同樣也會形成工作壓力，產生工作倦怠，而想逃避工作、與人疏離，或是對自己持負面評價等症狀；然而，照服員的深層演出頻率與工作倦怠則呈現負相關，若照服員能有效察覺、了解自己的情緒，並做好自己的情緒管理，使內外在情緒表現一致，自然不容易產生工作倦怠；（2）主管支持與同事支持具有顯著調節效果，可緩和因提供表層演出情緒勞務而變得沒有人情味、與人疏離等去人性化的症狀，但無法緩和對情緒耗竭與低個人成就感的影響。據此，本研究建議機構應提供主管與員工適合的情緒展演與教育訓練課程，並營造主管與員工間良好的溝通環境，以減緩工作中表層演出負擔，並降低工作倦怠產生。

The purpose of this study was to investigate the emotional labor, job burnout, and social support among nursing assistants in physical and mental disorder welfare agencies. The study aimed to understand the degree of job burnout and its influencing factors and propose policy recommendations. The study surveyed 18 physical and mental disorder welfare agencies in Yunlin, Chiayi, and Tainan and collected 315 valid questionnaires from nursing assistants within these institutions. The results indicate that surface acting of emotional labor is positively correlated with nursing assistants' emotional exhaustion, dehumanization, and low personal accomplishment. However, deep acting of emotional labor is negatively correlated with nursing assistants' emotional exhaustion, dehumanization, and low personal accomplishment. Supervisor support has a negative adjustment effect between surface acting and dehumanization and a positive adjustment effect between deep acting and dehumanization. Similarly, colleagues' support has a negative adjustment effect between surface acting and dehumanization and a positive adjustment effect between deep acting and dehumanization. While supervisor and peer support can alleviate the impact of emotional labor on dehumanization, they do not mitigate the impact of emotional exhaustion and low personal accomplishment. Based on these findings, the study suggests that welfare agencies should provide emotional labor education and training courses for supervisors and employees and create a good communication environment between them. These measures can help reduce the burden of surface acting at work and minimize the occurrence of job burnout among nursing assistants.