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題名：遊樂區員工情緒勞務及社會化歷程之質性研究
書刊名：商管科技季刊
作者：林尚平 引用關係／陳怡安
作者(外文)：Lin, Shang-ping／Chen, Yi-an
出版日期：2001
卷期：2:3
頁次：頁319-343
主題關鍵詞：情緒勞務；社會化；情緒表現規則；人力資源管理；Emotional labor；Socialization；Emotional rule；Human resource management
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(4) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:8
  • 點閱點閱:102
　　　　　本研究之主要目的是以個案質化研究方式探討遊樂服務業中高情緒勞務工作者的情緒表現規則及其社會化之歷程，方法上是以「焦點小組」（Focus Groups）及「深度訪談」等針對服務人員的直屬管理人員（課長、管理員）進行相關調查研究。結果歸納前臺情緒表現規則有「基本前臺情緒表現規則」、「非基本前臺情緒表現規則」、「組織成員情緒表現規則」、「處理遊客抱怨之情緒表現規則」四類。後臺情緒表現規則有「情緒宣絏的方式」及「激勵高情緒勞務工作者的模式」兩類。在引起情緒勞務失衡的前因方面，有外在原因（與遊客接觸、氣候、機械的操作）及內在原因（內部員工間的不良互動、上司與下屬無法達成共識）。在情緒表現規則之社會化方面，發現社會化方式有詢問、觀察、被告知、及主動學習；社會化管道有甄選、早會、管理人員、資深人員；社會化內容有組織價值與文化、群體、工作任務、角色、工作熟練度。本研究經由文獻及資料分析討論亦歸納了五個可供後續研究命題及相關建議。
　　　　　The quality of service has been emphasized in organizations competitive strategy in the service industry. For the purpose of ensuring staff's conveying necessary emotion to customers while providing service, they are requested to follow the "rule of expressing pleasant emotion at the work place" prescribed by the organization. The objective of this research is to explore the display rules and socialization process of emotional labor. This study is a "qualitative" design with a research subject of "case study." Janfusun Fancyworld World is the case to be studied hereinafter. According to the results of this research, the display rules in the organization can be classified into two categories. Category one is the "front stage display rules." Category two is "back stage display rules." The back stage display rules could be classified as two clusters: the way of emotional relief and "Stimulating workers of emotional labor model". It's also found that labor unbalanced are caused by external (contact with tourists, weather, mechanic operation) and internal (poor interrelation among staff, supervisor and subordinates cannot reach a common understanding) factors. In terms of prevention mechanism for emotional labor, there are stimulating objective, reducing "contrast" chance, job rotation, work independence, and emotional segregation. In terms of socialization for display rules, there are inquiry, observation, informed, and independent learning. The channels of socialization include selection, morning meeting, management, and senior staff. The content of socialization includes organizational value and culture, group, job responsibility, role, and experience. Finally, five main proposed subjects and several suggestions are proposed.
期刊論文
1.Wharton, A. S.、Erickson, R. J.(1993)。Managing emotions on the job at home: Understanding the consequences of multiple emotional roles。Academy of Management Review，18(3)，457-487。  new window
2.Rafaeli, A.、Sutton, R. I.(1989)。The Expression of Emotion in Organization Life。Research in Organizational Behavior，11，1-42。  new window
3.Bauer, T. N.、Green, S. G.(1994)。Effect of Newcomer Involvement in Work-related Activities: A Longitudinal Study of Socialization。Journal of Applied Psychology，79(2)，211-223。  new window
4.James, N.(1989)。Emotional labour: Skill and work in the social regulation of feelings。Sociological Review，37，15-42。  new window
5.Feldman, D. C.(1976)。A contingency theory of socialization。Administrative Science Quarterly，21(3)，433-452。  new window
6.Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。  new window
7.Sutton, R.(1991)。Maintaining norms about expressed emotions: The case of bill collectors。Administrative Science Quarterly，36(2)，245-268。  new window
8.Rafaeli, A.(1989)。When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers。Academy of Management Journal，32(2)，245-273。  new window
9.林尚平、陳敦生(19960700)。情緒勞務與人力資源管理方案關係之研究--以臺灣境內航空業為例。國立雲林技術學院學報，5(2)，65-72。  延伸查詢new window
10.Wharton, Amy S.(1993)。The Affective Consequences of Service Work: Managing Emotions on the Job。Work and Occupations，20(2)，205-232。  new window
11.林尚平、陳敦生(19970600)。情緒勞務分類下自我監控力與組織行為結果之關聯性研究。人力資源學報，7，49-65。  延伸查詢new window
12.Humphrey, R. H.、Ashforth, B. E.(1995)。Emotion in the workplace: A Reappraisal。Human Relations，48(2)，97-125。  new window
13.Hochschild, A. R.(1979)。Emotion work, feeling rules, and social structure。American Journal of Sociology，85(3)，551-575。  new window
14.林尚平、郭美凰(19980900)。以認知學習觀點探討新進人員之組織社會化歷程及相關結果。輔仁管理評論，5(2)，21-46。new window  延伸查詢new window
15.Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。  new window
16.Rafaeli, Anat、Sutton, Robert I.(1987)。Expression of emotion as part of the work role。The Academy of Management Review，12(1)，23-37。  new window
圖書
1.Kelly, George Armstrong(1963)。A Theory of Personality: The Psychology of Personal Constructs。New York：Norton。  new window
2.黃惇勝(1995)。臺灣式KJ法原理與技術--邁向21世紀改造臺灣的思考武器。臺北市：中國生產力中心。  延伸查詢new window
3.李美枝(1986)。社會心理學。臺北市：大洋出版社。  延伸查詢new window
4.Rubin, Allen、Babbie, Earl、趙碧華、朱美珍(1995)。研究方法：社會工作暨人文科學領域的運用。臺北：雙葉書廊。  延伸查詢new window
5.Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。  new window
6.Robbins, Stephen P.(1993)。Organizational Behavior: Concepts, Controversies, and Application。Prentice Hall。  new window
其他
1.日本能率協會編(1993)。K.J法應用實務，台北：清華管理科學圖書中心。  延伸查詢new window
2.吳宗祐(1995)。組織中的情緒表現規則及其社會化。  延伸查詢new window
3.曾煥棠(1996)。護理人員的職業社會化。new window  延伸查詢new window
4.Anderson, G.(1993)。Emotions and work in a lifestyle occupation。  new window
5.Ashforth, B. E., & Fried, Y.(1988)。The mindlessness of organizational behaviors。  new window
6.Ekman, P.(1973)。Cross culture studies of facial expression.，New York：Academic Press。  new window
7.Ensman, R. G.(1992)。Focus groups: How and when to use them。  new window
8.Flett, G. L., Blankstein, K. R., Pliner, P., & Bator, C.(1988)。Impression-management and self - deception components of appraised emotional experience。  new window
9.Goffman, E. 徐江敏、李姚軍譯(1959)。日常生活中的自我表演，台北：久大、桂冠圖書公司聯合出版。  延伸查詢new window
10.Goodsell, C. T.(1976)。Cross-cultural comparison of behavior of postal clerks towards clients。  new window
11.Lee, T. W., Ashford, S. J., Walsh, J. P., & Mowday, R. T.(1992)。Commitment propensity, organizational commitment, and voluntary turnover : A longitudinal study of organizational entry processes。  new window
12.Malatesta, C. Z., & Haviland, J. M.(1985)。Signals, symbols, and socialization: The modification of emotional expression in human development.，New York：Plenum Press。  new window
13.Rafaeli, A., & Sutton, R. I.(1991)。Emotional contrast strategies as means of social influence : Lessons from criminal interrogators and bill collectors。  new window
14.Rudolhp, B.(199303)。Monsieur Mickey。  new window
15.Schein, E. H.(1988)。Organizational socializational and the profession of management。  new window
16.Solomon, C. M.(1989)。How does Disney do it ?。  new window
17.Van Maanen, J., & Kunda, G.(1989)。Real feelings : Emotional expression and organizational culture.。  new window
 
 
 
 
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