| 英文摘要 |
In the present competitive environment, the government is likened to the service industry which regards service quality and consumer needs as an important part of their work. Street-level bureaucrats not only work hard physically and mentally, but also try hard to show good service attitude and appropriate mood when facing clients. However, constraining or exceeding the mood expression will probably increase work pressure and chances of burnout, and even cause serious physical and mental fatigue, and have negative effects on health. This research aims to understand the status and casual relationships of organizational factors, emotional labor and job satisfaction for personnel in a local Motor Vehicle Office. This research surveyed the street-level bureaucrats in Hsinchu Motor Vehicle Office, Directorate General of Highways, Ministry of Transportation and Communications. It then analyzes the data and verifies the hypotheses through structural equation modeling (SEM).
The findings demonstrate that deep acting is advantageous to the promotion of job satisfaction, while surface acting the work is disadvantageous to job satisfaction. Other factors such as service climate, customer-oriented policy, as well as employee-and-organization fit have significant positive or negative influences on job satisfaction. This research suggests that the Motor Vehicle Office pay attention to the problems of emotional labor and improve the quality of work environment. These steps can reduce work pressure, work burnout, and other adverse factors. |
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