工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果

The Effect of Interactions among Job Involvement, Ability of Regulating Other's Emotion, and Emotional Labor on Emotional Exhaustion

本研究旨在探討工作投入、調節他人情緒能力兩者與情緒勞動的交互作用，對於情緒耗竭的預測效果。在本研究中，情緒勞動有「正向情緒表達」與「負向情緒克制」兩種內涵。結果顯示，工作投入與負向情緒克制的交互作用可以顯著的預測情緒耗竭。當工作投入高時，負向情緒克制無法預測情緒耗竭；當工作投入低時，負向情緒克制對情緒耗竭有正向的預測效果。然而，工作投入與正向情緒表達的交互作用，對於情緒耗竭卻無顯著的預測效果。因此，相較之下，對於情緒耗竭的預測效果而言，工作投入與「負向情緒克制」之交互作用的預測效果，要大於工作投入與「正向情緒表達」之交互作用效果。此外，調節他人情緒能力與負向情緒克制的交互作用可以顯著的預測情緒耗竭。當調節他人情緒能力高時，負向情緒克制無法預測情緒耗竭；當調節他人情緒能力低時，負向情緒克制對情緒耗竭有正向的預測效果。然而，調節他人情緒能力與正向情緒表達的交互作用，對於情緒耗竭卻無顯著的預測效果。因此，相較之下，對於情緒耗竭的預測效果而言，調節他人情緒之能力與「負向情緒克制」之交互作用的預測效果，要大於調節他人情緒之能力與「正向情緒表達」之交互作用效果。研究結果之意涵、限制及其未來研究方向，將在最後提出討論。

The purpose of this study was to test the interaction effect of emotional labor, job involvement, and ability of regulating other s emotion on emotional exhaustion. In the study, emotion labor included expression of positive emotion and suppression of negative emotion. The results demonstrated that the interaction between job involvement and suppression of negative emotion significantly predicted emotional exhaustion. When job involvement was high, suppression of negative emotion did not predict emotional exhaustion; when job involvement was low, suppression of negative emotion predicted emotional exhaustion positively. However, the interaction between job involvement and expression of positive emotion did not predict emotional exhaustion. Therefore, the interaction effect between job involvement and suppression of negative emotion was stronger than the interaction between job involvement and expression of positive emotion. Besides, the interaction between ability of regulating other s emotion and suppression of negative emotion significantly predicted emotional exhaustion. When ability of regulating other s emotion was high, suppression of negative emotion did not predict emotional exhaustion; when ability of regulating other s emotion was low, suppression of negative emotion predicted emotional exhaustion positively. However, the interaction between ability of regulating other s emotion and expression of positive emotion did not predict emotional exhaustion. Therefore, the interaction between the ability of regulating other s emotion and suppression of negative emotion was stronger than the interaction between the ability of regulating other s emotion and expression of positive emotion. The implications, limitations, contributions, and applications of this study are discussed.