情緒勞動對組織是利是弊？探討知覺主管支持、同事支持對情緒勞動與服務績效、離職傾向關係的干擾效果

Helpful or Harmful? Exploring the Moderating Effects of Supervisory and Coworker Support on the Relationships between Emotional Labor, Service Performance and Turnover Intentions

過去研究中發現，情緒勞動是影響服務績效的重要因素之一，雖然學者大多認為情緒勞動的兩個面向：表層演出與深層演出，皆會影響服務人員的績效甚至其離職傾向，但前述關係之強弱與方向，至今仍未有一致的定論。基於「工作要求—資源模式」的觀點，本研究認為，在工作場域中，來自主管支持及同事的支持，對於表層演出、深層演出的服務人員將扮演不同的工作資源，進而產生不同的效果。因此，本研究將探討知覺主管支持及同事支持是否會干擾表層演出、深層演出與服務績效、離職傾向的關係。
本研究廣泛地蒐集了包含服飾業、零售業、餐飲業等產業之第一線服務人員做為樣本。問卷調查方式採取配對樣本的方式進行，本研究共發出174份問卷，並回收130份有效配對問卷，有效回收率75%。本研究以階層迴歸驗證各研究假設。研究結果顯示：一、主管支持能強化表層演出與同理關懷間的正向關係；二、同事支持能強化深層演出與合宜回應的正向關係，以及深層演出與離職傾向的負向關係。本研究基於研究發現的理論貢獻加以討論，並提出具體管理意涵與未來研究方向供實務界與後續研究者參考。

Emotional labor (EL) refers to the processes through which front-line service workers regulate their emotions in order to show appropriate emotions toward customers. Scholars suggested that EL not only enhances service workers’ performance but also increases service workers’ turnover intentions, however, the empirical studies showed mixed findings regarding to the associations between EL, service performance and turnover intentions. Based on the job demand-resource model, we examined whether perceived coworker and supervisor support moderate the relationships between EL, service performance, and turnover intentions.
Data was collected from various types of service industries, such as retailing, hotel, and restaurant industries and from multiple sources. In total, 130 valid paired questionnaires were returned with a valid response rate of 75 percent. We performed hierarchical regression analyses to test our hypotheses. The results showed that: (1) when perceived supervisor support was high, surface acting (SA) was positively related to customer consideration; (2) high coworker support can strengthen the positive relationship between deep acting (DA) and adequate responses and the negative relationship between DA and turnover intentions. We also discussed the theoretical and practical implications of our findings. Finally, we also proposed several directions for future research.