离岛地区警察人员的情绪劳务负荷、情绪耗竭对工作.docVIP

離島地區警察人員「情緒勞務負荷」影響之研究 The Impact of Emotional Labor for Policemen in Taiwan Isolated Island Area 黃新福* Hsin-fu Huang 盧志榮** Chih-jung Lu *銘傳大學企管系助理教授 **金門縣警察局 摘要 本論文論述的重心乃以情緒勞務負荷、情緒耗竭工作滿意做為研究構面，進一步情緒智力的干擾效果，提供在處理之參考。本研究以為研究對象，採用問卷調查921份問卷，回收647份，有效問卷602份。利用統計分析軟體SPSS，結果發現：本研究依據上述的調查結果，提出的下列幾點具體建議供管理當局參考：（1）調整警察組織規範；（2）調整勤務方式，減緩情緒壓抑；（3）加強員警服務訓練態度，增進與民眾互動程度；（4）規劃教育訓練，提高工作滿足；（5）正視員警情緒工作與調節問題；（6）重視警察人員的情緒能力層面。情緒智力his study focuses on the impact of emotional labor and emotional exhaustion on job satisfaction for policemen in Taiwan isolated island area, further exploring the effect of emotional exhaustion as a mediator and the effect of emotional intelligence as moderators. This research will give some constructive advices to the policemen in which deal with people and themselves of emotional labor affairs. Having adopted the questionnaire survey, this reseach take as the valid 602 questionnaires were collected among a total of 921 questionnaires dispatched. Statistical programs, SPSS for Windows, were used to obtain the data and to analyze the correlation, the t examination, the single factor variation number analysis and muitiple regression analysis. In terms of the collected data, the findings of this study are summarized as below: 1. Policemen’ emotional labor and emotional exhaustion is highly positive related. 2. Policemen’ emotional exhaustion and job satisfaction is highly negative related. 3. Emotional intelligence has an influence on the relation of emotional labor and emotional exhaustion of policemen. 4.Emotional exhaustion hasn’t the mediate effect on the emotional labor and job satisfaction. According to the research findings and the follow-up, this study makes some following suggestions： 1.Adjusting policemen’ assignment. 2.Adjusting policemen’ duties as to decrease emotional depression. 3.Strengthening policemen’ attitude toward service as to build interacton with people. 4.Planning educational training, increase job satisfaction. 5.Respect policemen’