在關係中工作：台東縣原住民族文化健康站照顧服務員的情緒勞動經驗研究

Working in relationships: emotional labor experiences of care workers in Indigenous Cultural Health Stations in Taitung County, Taiwan

目標：隨著高齡化與長期照顧政策的推動，原住民族文化健康站已成為原住民族地區重要的社區照顧據點。原住民族文化健康站照顧服務員除了承擔照顧與活動執行，亦需在日常互動中進行情緒管理與情感付出，形成高度的情緒勞動。然而，現有公共衛生與長期照顧文獻中，對於原住民族文化健康站照顧服務員情緒勞動的實證研究仍相當有限。本研究旨在探討台東縣原住民族文化健康站照顧服務員於工作情境中所經驗之情緒勞動型態、情緒調節策略及其影響因素，並分析其對照顧實務與工作感受的意涵。方法：本研究採質性研究設計，以半結構式深度訪談方式，於2022年5～6月訪談台東縣多處原住民族文化健康站16位照顧服務員。研究資料以主題分析法進行分析，歸納照顧服務員在照顧過程中所展現的情緒勞動經驗與調適方式。結果：研究結果顯示，原住民族文化健康站照顧服務員的情緒勞動主要呈現三項特徵：（1）以關係維繫為核心的情緒展演；（2）角色期待與情緒壓力交織的日常實作；（3）透過文化認同與同儕支持進行情緒調節，情緒勞動同時帶來工作成就感與情緒耗竭的雙重影響。結論：原住民族文化健康站照顧服務員的情緒勞動深受部落文化脈絡與制度條件影響。建議未來在原住民族文化健康站站政策與人力培力設計中，以文化安全與照顧為基礎，並納入對情緒勞動的正式支持機制，以促進照顧服務員身心健康與服務品質。

Objectives: Indigenous Cultural Health Stations have become a key community-based care setting in Indigenous areas in Taiwan. Care workers in these stations not only provide daily care services but also provide extensive emotional labor through consistent interpersonal interactions. However, empirical public health research focusing on the emotional labor experiences of care workers in Indigenous Cultural Health Stations remains limited. Therefore, this study explored the emotional labor experiences, emotional regulation strategies, and influencing factors of care workers in Indigenous Cultural Health Stations in Taitung County, Taiwan. Methods: This study adopted a qualitative research design. Semistructured in-depth interviews were conducted with 16 care workers from several Indigenous Cultural Health Stations located in Taitung County between May and June 2022. Data were subjected to thematic analysis to identify care workers’experiences of emotional labor and coping strategies in the care process. Results: The findings revealed that the respondents’emotional labor experiences involved three main features: (a) emotional performance centered on relationship maintenance, (b) everyday practices shaped by the combination of role expectations and emotional pressure, and (c) emotional regulation through cultural identity and peer support. These experiences fostered both a sense of work achievement and emotional exhaustion. Conclusions: Emotional labor among care workers in Indigenous Cultural Health Stations is deeply embedded in Indigenous cultural contexts and institutional arrangements. Future policy and workforce training designs for Indigenous Cultural Health Stations should focus on cultural safety and care. Additionally, formal support mechanisms for emotional labor should be incorporated into Indigenous Cultural Health Stations to improve the physical and mental well-being of care workers and enhance service quality.