公交车司机情绪智力和情绪劳动与工作满意度的关系

Relations of job satisfaction to emotional intelligence and emotional labor in bus drivers

目的:探讨公交车司机情绪智力、情绪劳动与工作满意度之间的关系。方法:选取济南市257名公交车司机[男158人,女99人;年龄17~50岁,平均(32±7)岁],采用情绪智力量表(EIS)、情绪劳动量表(ELS)和明尼苏达工作满意度问卷(MSQ)短式量表进行调查。ELS包含表层扮演(SA)和深层动作(DA)2个分量表。使用Bootstrap法对构建的中介效应模型进行检验。结果:公交车司机EIS得分、ELS得分均与MSQ得分呈正相关(r=0.28、0.23,均P<0.01);SA得分与MSQ得分呈负相关(r=-0.18,P<0.01),DA得分与MSQ得分呈正相关(r=0.40,P<0.01)。Bootstrap法分析发现,以表层扮演为中介的间接效应为0.07,95%CI为(0.01,0.16),以深层动作为中介的间接效应为0.10,95%CI为(0.03,0.21),情绪智力对工作满意度的直接效应分别为0.35和0.33,95%CI为0.20、0.58和0.12、0.53。结论:高情绪智力公交车司机的工作满意度也较高,且表层扮演与深层动作在其中起部分中介作用,情绪智力让公交车司机更有效的选择和使用情绪管理策略。

Objective： To explore the relationship among emotional intelligence,emotional labor and job satisfaction.Methods： Totally 257 bus drivers [ 158 males and 99 females,aged 17 to 50 years,mean age（ 32 ± 7）years] in Jinan were surveyed with the Emotional Intelligence Scale（ EIS）,the Emotional Labor Scale（ ELS） and the Minnesota Satisfaction Questionnaire（ MSQ）. Bootstrap was used to test the mediating effect. Results： The scores of EIS and ELS were both positively correlated with the MSQ scores（ r = 0. 28,0. 23,Ps 0. 01） in the bus drivers. The surface acting（ SA） scores were negatively correlated with the MSQ scores（ r =-0. 18,P 〈0. 01）,and the deep acting（ DA） score were positively correlated with the MSQ scores（ r = 0. 40,P 〈0. 01）. Mediating effect test showed that the indirect effect of surface acting was 0. 07（ 95%CI： 0. 01-0. 16）,and the indirect effect of deep acting was 0. 10（ 95%CI： 0. 03-0. 21）. Correspondingly,the direct effect of emotional intelligence on job satisfaction respectively was 0. 35（ 95% CI： 0. 20-0. 58） and 0. 33（ 95% CI： 0. 12-0. 53）. Conclusion： These findings support that the bus drivers with higher emotional intelligence may be more satisfied with their job. Emotional intelligence is found to indirectly influence job satisfaction through surface acting and deep acting,and it may affect the bus drivers more effectively choose and use emotion regulation strategies.