公共服務動機與情緒勞務對工作績效之影響：以政風人員為例

The Impact of Public Service Motivation and Emotional Labor on Job Performance: The Case Study of Civil Service Ethics Officers

「廉政」不僅是民眾對政府的信任和期待之關鍵所在，也是一個國家競爭力與發展的關鍵項目。其中，設置監控機關，如政風機構，除了可事前監控可能發生的貪腐之外，更可以有系統地蒐集、分析貪腐相關資訊，這將有利於反貪策略的制定。政風機構人員設置管理條例規定，政風人員之業務項目，包括：「廉政宣導及社會參與」、「廉政預防措施之擬訂、推動及執行」、「廉政興革建議之擬訂、協調及推動」、「公職人員財產申報、利益衝突迴避及廉政倫理相關業務」、「機關有關之貪瀆與不法事項之處理」、「對於具有貪瀆風險業務之清查」、「機關公務機密維護之處理及協調」、「機關安全維護之處理及協調」、「其他有關政風事項」等工作項目，其工作負荷及壓力不可謂不大。因此，本研究主要探究北區政風人員的「公共服務動機」對「工作績效」之影響，並且以「情緒勞務」作為干擾變項，進一步檢視「情緒勞務」對「公共服務動機」與「工作績效」之間的關係是否會產生影響。主要研究步驟包括：藉由文獻回顧建構施測問卷並發放回收。之後，採用SPSS統計視窗軟體作為統計分析的工具，針對樣本資料做了如下分析：描述性統計及階層迴歸分析等方法。研究結果發現：一、「公共服務動機」對「工作績效」具部分顯著影響。二、「情緒勞務」對「公共服務動機」與「工作績效」之間的關係確實產生干擾效果。最後提出「公共服務動機」與「情緒勞務」之未來建議。

“Integrity governance” is not only the key to people’s trust and expectations, but also an indicator of a country’s competitiveness and development. Setting up a monitoring agency, such as ethics office to monitor possible corruption in advance and systematically collect and analyze related information can benefit anti-corruption policy. Due to the regulatory of Civil Service Ethics Officers, their business include “clear government dissemination and social participation,” “Draw up, promote and implement policy,” “declare civil servants’ property and avoid conflict of interest,” “dealing corruption and illegal issues,” “investigate corruption risk,” “maintain and cooperate official secrecy and security” and other ethics office business. The loading and stress are quite heavy. The research study the influence of public service motivation on job performances of Civil Service Ethics Officers, using emotional labor as an interference variable and further examine if emotional labor affects public service motivation and job performance. The main research include questionnaire based on literature review, descriptive statistics and hierarchical regression with SPSS to analysis the sample data. The study concludes public service motivation has partially significant influence on job performance and motional labor interfere public service motivation so as to job performance. Finally, giving future research and practical advices on public service motivation and emotional labor.