臺北市公立長照機構服務人員情緒勞務與離職傾向之研究：工作滿意度的中介效果

The Impacts of Employees’ Emotional Labor on Turnover Intention in Taipei Public Long-term Care Institutions: The Mediating Effect of Job Satisfaction

我國各地方政府長照機構人員的異動率逾兩成，而異動頻繁的結果造成服務經驗不能銜接，最後更將衝擊各縣市長期照顧服務品質。本研究以臺北市公共長照及安養機構之員工為研究對象，探討情緒勞務、工作滿意度以及離職傾向之間的關係。研究結果發現，情緒勞務對工作滿意度、離職傾向均有直接正向影響，而工作滿意度則對離職傾向有直接負向影響，工作滿意度在情緒勞務表層演出與離職傾向之間具有部分中介效果。就此而論，表層演出僅是隱藏或壓抑內心的真實感受，以符合組織情緒展現規則之要求。相對地，深層演出乃情緒勞務工作者必須致力於調整內心真實感受，以符合組織期望或達成組織目標。因此，情緒勞務的深層演出係員工在面對服務對象時，在情緒上發自內心的感同身受，將能夠提高工作滿意度，並降低離職傾向。

Under aged society, the quality of service of long-term care institutions is very important. The high turnover rate of long-term care institution employees in Taiwan local governments decreases the service quality. The main purpose of the study is to explore the relationships among emotional labor, job satisfaction, and turnover intention of employees in the pubic long-term care institutions in Taipei City. General survey is conducted with 73% responsive rate and 315 respondents. The regression model results indicate that: (1) emotional labor has significantly positive effect on job satisfaction, (2) emotional labor has significantly positive effect on turnover intention, (3) job satisfaction has significantly negative effect on turnover intention, and (4) job satisfaction is a mediator between surface acting dimension of emotional labor and turnover intention.