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| Title: | 參與式預算的幕後：臺北市基層公務人員情緒勞務與信任之研究
The Backstage of the Participatory Budget: A Study of Emotional Labor and Trust of Street-Level Bureaucrats in Taipei City |
| Authors: | 呂冠瑩
Lu, Guan-Ying |
| Contributors: | 傅凱若
呂冠瑩
Lu, Guan-Ying |
| Keywords: | 參與式預算
基層公務人員
情緒勞務
信任
Participatory budget
Street-Level bureaucrat
Emotional labor
Trust |
| Date: | 2018 |
| Issue Date: | 2018-07-05 16:51:34 (UTC+8) |
| Abstract: | 近年來，我國參與式預算蔚為風潮成為公民參與途徑之一。在臺灣各個城市和社區型的參與式預算模式中，臺北市相當特別，以12區為範圍採取行政機關推動模式，使得公務人員成為政策推動重要角色。又基層公務人員作為第一線執行者，與民互動更為直接頻繁，情緒勞務成為工作一環，且公務人員對人民的信任是影響政策推動的關鍵。故本研究以基層執行者為關注焦點，旨在探討基層公務人員執行參與式預算之情緒勞務與信任的心路歷程，由執行者個人情緒感受與政策認同呈現當前政策推行狀況。
本研究目的有二：首先，了解基層公務人員初始情緒狀態，分析情緒勞務成因與調節歷程及影響；其次，就基層執行者對政策與人民的認同和信任程度，探討對政策推行產生之作用。為達到研究目的，藉由文獻回顧、次級資料檢視，進行台北市個案的探討，並以深度訪談法了解執行者內在的感受，研究範圍與對象為臺北市12個行政區，共計訪談21位基層執行者。
資料分析上，運用Grandey（2000）情緒勞務架構為基礎，依受訪者實質感受客觀探討，由研究結果調整研究架構，進而呈現基層公務人員執行參與式預算的情緒勞務與信任心路歷程運作。研究發現歸納為以下十項命題：
一、執行者的初始情緒狀態，與其對政策想像和認同、對人民的信任具相關性，且會影響業務執行過程之情緒勞務和信任感受。
二、執行者頻繁、持續之情緒展現是被期待的，且情緒展示規則已內化為工作一部份。
三、提案人行為表現與良好提案成果形成正向事件，有助執行者情緒勞務舒緩與提升政策認同和信任關係。
四、政策目標與實際情形落差形成負向事件，進而增加執行者情緒勞務負荷。
五、情緒勞務的感受因執行者個人情緒管理及職涯歷練而不同。
六、主管與非主管執行者在組織因素對情緒勞務影響上有所差異。
七、主管級執行者在情緒勞務調節上傾向採取深層扮演。
八、情緒勞務造成執行者明顯工作壓力、工作倦怠，但也形塑政府正面形象。
九、執行者對政策認同程度與執行過程情緒勞務感受相互影響。
十、執行者對人民信任的成因與形成時機（業務執行前、中、後）各有不同。
最後，本研究也說明基層公務人員情緒勞務與信任對參與式預算推行的意涵與作用，並針對研究限制提出後續研究建議，提供參與式預算持續推行或政府未來公民參與政策推動時公務人員情緒管理的參考。
In recent years, participatory budget (PB) has become the most prevalent mode of citizen participation in Taiwan. In particular, Taipei city government adopts PB on a city-wide basis and in turn has 12 district administrative agencies to carry out the policy. The street-level bureaucrats play an important role in the PB implementation. Because the civil servants need to interact directly with people, the emotional labor becomes a part of their work. In addition, the idea of trust in citizens for public administrators is the key in the policy implementation process. Therefore, focusing on the front-line civil servants, the thesis aims to explore the psychological journey of emotional labor and trust in the citizens in the PB implementation process by civil servants.
The goals of this study are (1) understanding the initial emotional state of the front-line civil servants, and analyzing the causes of emotional labor, adjustment process, and its influence, (2) discussing the status of trust in the PB policy and people by the civil servants, and its effect on the policy implementation. Based on the framework of emotional labor proposed by Grandey (2000), this study uses literature review, secondary data analysis as well as in-depth interview with 21 civil servants in the all 12 districts in Taipei to collect empirical data.
The findings and suggestions are summarized into ten propositions:
1.The initial emotional state of street-level bureaucrats is related to their recognition of the PB policy and trust in the citizens, and are influenced their emotional labor and trust experience in the implementation process.
2.The frequent and persistent emotional expression of the street-level bureaucrats is expected, and the display rules of their emotions have been internalized into work.
3.Positive behavior of participants and good proposal achievements can lead to positive events for street-level bureaucrats, which make their emotional labor ameliorated and enhance their trust and recognition on the PB policy.
4.The gap between the policy goal and the actual practice can result in the negative events, which in turn increase the street-level bureaucrats’ emotional labor.
5.The level of emotional labor of street-level bureaucrats is individually different from emotional management and career experience.
6.There are differences in the influence of organizational factors on emotional labor in manager and non-manager of street-level bureaucrats.
7.The manager street-level bureaucrats tend to take deep acting in the moderation of emotional labor.
8.Emotional labor can obviously make street-level bureaucrats have job pressure and burnout, but it creates positive image to the government.
9.The level of policy recognition of street-level bureaucrats have interaction with the emotional labor in the PB implementation process.
10.The causes and timing (before, during, and after policy implementation) of street-level bureaucrats’ trust in the citizens are different.
Finally, PB policy implications and future research for emotional labor are discussed and provided in this study. |
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| Description: | 碩士
國立政治大學
公共行政學系
104256004 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0104256004 |
| Data Type: | thesis |
| DOI: | 10.6814/THE.NCCU.PA.001.2018.F09 |
| Appears in Collections: | [公共行政學系] 學位論文
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