情绪劳动、工作压力与工作满意度关系研究

Study on Relationship between Emotion Labor, Work Pressure and Job Satisfaction

金融业为使顾客感受宾至如归的感觉,第一线服务人员即使碰到顾客无理要求,也必须压抑负面情绪,展现亲切微笑,让顾客感到满意即为情绪劳动基本精神,此作法将增加金融业第一线服务人员工作负荷,形成工作压力来源,进而影响工作满意度。本文以某金融业第一线服务人员为研究对象,探讨情绪劳动、工作压力与工作满意度之因果关系,运用问卷调查,便利抽样方法共发放207份,有效问卷为205份。实证发现,情绪劳动对工作满意度具有正向显着影响、工作压力对工作满意度、情绪劳动对工作压力具有负向影响。本文提出结论、管理启示,作为金融业参考。

To meet customers＇ satisfactory, front-line employees of the financial sector have to hold their emotions and keep smiling at customers even when customers have unreasonable demands. This is known as emotion labor, which increases employees＇ work pressure and decreases their job satisfaction. With front-line employees of the financial sector as the targets, this study discusses the relationship between emotion labor, work pressure and job satisfaction through questionnaire. 207 questionnaires are given out and 205 of them are valid. The empirical results show that it has the significance positive relationship between emotion labor and job satisfaction; and has the negative relationship between work pressure and job satisfaction, and emotion labor and work pressure. The author of this paper comes up with conclusions and suggestions on the future management as the reference to the financial sector.