以情緒勞務為中介變項探討博物館志工知覺組織支持與服務導向組織公民行為之關係研究

A Study of Museum Voluntary Workers' Perceived Organizational Support and Service-Oriented Organizational Behavior—Emotional Labor as a Mediator

近廿年來新公共管理學說興起，強調政府應邁向企業化經營，使得公立博物館面臨資源匱乏，但績效卻須提升之困境。在經費與員額限制下，非正式人力是館務推動之重要助力，其中志工更扮演著舉足輕重之角色。情緒勞務影響第一線服務人員之表現，鑒於目前未有博物館志工情緒勞務之相關研究，本研究即從組織人力管理觀點，探討志工知覺組織支持與情緒勞務以及服務導向組織公民行為間的關係。本研究以國立科學工藝博物館之志工為研究對象，透過問卷調查了解其知覺組織支持對服務導向組織公民行為之影響，同時以情緒勞務為中介變項，藉由階層迴歸分析探討各變項之關係。並根據研究結果，提出有助於提昇公立博物館志工知覺組織支持與服務導向組織公民行為之建議，以供博物館營運管理參考。

As the emergence of New Public Management(NPM) in the last two decades, enterprise mode of government administration has been arisen; and public museums have to increase the performance with insufficient resources. Therefore, informal employees, especially voluntary workers, are critical for the museum. Emotional Labor influences frontline staff's performance. Since current research for museum voluntary workers' emotional labor is lacking, we tends to explore the relationship between volunteers' perceived organizational support, emotional labor, and service-oriented organizational behavior. The research participants of this study are the voluntary workers of National Science & Technology Museum. A questionnaire is designed to investigate the effects of perceived organizational support on service-oriented organizational behavior; and hierarchical regression analysis is conducted to test the mediating effect of emotional labor. The conclusions and implications are drawn for museum informal human resource management.