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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=The Study of Display Rules and Socialization Process of the Emotional Labors |
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作 者 | 林尚平; 陳怡安; | 書刊名 | 商管科技季刊 |
卷 期 | 2:3 2001.09[民90.09] |
頁 次 | 頁319-343 |
分類號 | 494.3 |
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; |
語 文 | 中文(Chinese) |
中文摘要 | 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。 |
英文摘要 | 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. |
本系統中英文摘要資訊取自各篇刊載內容。