便利商店店員的勞動過程與情緒勞動研究

Research on the Labor Process and Emotional Labor of Convenience Store Clerks

便利商店店員（簡稱店員）是最貼近我們日常消費生活的一群人，為我們帶來極大的便利。但國內關於店員的研究多著重於經營管理層面，較少關注勞動議題。特別是在各種從業人員的情緒勞動研究中，尚缺乏將店員作為主要研究對象。因此，本文聚焦於便利商店的勞動控制與店員的回應，並探討店員在工作中面臨的情緒勞動問題。
雖然便利商店是零售業，但具有強烈的服務業性質，並且以顧客為導向。便利商店引進新科技設備並簡化工作流程，透過機器設定操作來完成工作，進一步奪走店員對勞動過程的控制權，並加強對勞動過程的監督。便利商店依靠連鎖加盟制度發展，並運用「工作流程標準化」、「SQC評鑑」、「客訴制度」及「業績壓力」等手段來監督與評估店員的工作表現，並建立獎懲機制以加強控制。然而，儘管店員會表現出主體性與抵抗行為，這些行為大多為零碎且個人化的抗爭，無法形成集體抵抗，導致勞務量增加，而勞動條件並未隨之改善。
店員的情緒表現也成為管理的控制項目之一，是考核的一部分。店員必須遵守一套情緒規則，這與客訴制度及獎懲機制密切相關。在勞動過程中，情緒管理的表演與真實情緒之間存在衝突，且店員的情緒負擔偏高。為了符合組織要求，店員需要壓抑真實情緒，這可能導致情緒失調。本文還發現，女性店員較容易遭受性騷擾，這是因為便利商店營造出親切、友善的形象，讓顧客容易忽視對店員的尊重，顯示便利商店的職場安全議題極需關注。
本文以店員為研究對象，透過分析店員的勞動過程，來瞭解店員整體的勞動樣貌，分析資方的勞動控制手段，並發現店員在控制中仍呈現一定的主體性。並接續討論互動服務業的情緒勞動，進而發現店員的情緒展演過程、情緒負擔程度與調節歷程，對店員的勞動體制有更深刻的理解。

This article focuses on the labor control over convenience store clerks and their response as well as their emotional labor.
The study found that convenience stores are customer-oriented. Convenience stores tend to strengthen the control and supervision of the clerk's labor process, thus taking away the control of the clerk over the labor process through introducing new technological equipment as well as simplifying the workflow.
Convenience stores have flourished due to the chain franchise system. Through ''standardization of work processes'', ''SQC evaluation'', ''customer complaint system'' and other means, they monitor and evaluate the work performance of store clerks, establish a reward/ punishment mechanism, and implement control methods. Although the clerks resisted, most of them were individualized. Therefore, their resistance is fragmented and unable to form a collective resistance. The workload of the clerks continued to increase, but the working conditions did not improve accordingly.
The emotional labor of convenience store clerks have also become a control item. Whether the clerks express appropriate emotions will be included evaluated as a part of the assessment as well as customer complaint system and accordingly a reward / punishment mechanism will be added to control. In the labor process of clerks, we can see the interlacing of deep acting and surface acting. The emotional burden of convenience store clerks should be relatively high. This study also found that female clerks are more likely to be sexually harassed. While convenience stores require their workers to create a friendly image, workers do not receive respect from customers. The workplace safety issues of convenience stores deserve more attention.
By analyzing the labor process of convenience store clerks, understanding the labor appearance of convenience store clerks, and analyzing the management's labor control methods, it is found that clerks still show a certain degree of subjectivity in control. And explore the emotional labor in the interactive service industry, and then find the emotional expression process, emotional burden and adjustment process of clerks, and have a deeper understanding of the labor system of convenience store clerks.