大學圖書館館員之情緒勞務與工作滿意 之構面關係模式探析

The Relationship between Facets of Emotional Labor and Job Satisfaction of University Librarians

大學圖書館屬於服務業之一環，故館員需投入大量心力處理情緒勞務。本文運用結構方程模式與競爭模式分析，建構並驗證大學圖書館館員情緒勞務與工作 滿意構面層次之關係模式，探討淺層飾演與深層飾演對內在滿意與外在滿意之影響。研究結果發現大學圖書館館員採取淺層飾演策略對其內在及外在滿意均有顯著負向影響，採取深層飾演策略則對其內在滿意有顯著正向影響，與外在滿意之間則無顯著關係。本研究結果期能提供大學圖書館規劃與執行人力資源管理實務策略之參考。

Because university libraries are as parts of the service industry, librarians must devote considerable efforts to performing emotional labor. Using structural equation modeling (SEM) and competing statistical models, the study examines the relationship between emotional labor and job satisfaction at facet level for university librarians in Taiwan. This study explores the effects of the key components of emotional labor (surface acting and deep acting) on intrinsic and extrinsic satisfaction of university librarians. Results demonstrate that surface acting was found to be associated negatively and significantly with both intrinsic and extrinsic job satisfaction, while deep acting was associated strongly and positively with intrinsic satisfaction. Result also shows that the relationship between deep acting and extrinsic satisfaction was not found to be significant. Finally, the study provides some managerial implications for the university librarianship profession.