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    政大機構典藏 > 理學院 > 心理學系 > 學位論文 >  Item 140.119/159275


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    題名: 團體情緒展示規範與情緒耗竭：情緒勞動的中介角色與團體認同的調節效果
    Group Emotional Display Norms and Emotional Exhaustion：The Role of Emotional Labor and Group Identification
    作者: 張允銓
    Chang, Yun-Chuan
    貢獻者: 郭建志
    Kuo, Chien-Chih
    張允銓
    Chang, Yun-Chuan
    關鍵詞: 團體情緒展示規範
    情緒勞動
    表層演出
    深層演出
    情緒耗竭
    團體認同
    Emotional display norms
    Emotional labor
    Surface acting
    Deep acting
    Emotional exhaustion
    Group identification
    日期: 2025
    上傳時間: 2025-09-01 16:13:31 (UTC+8)
    摘要: 在現今許多工作中，存有組織或企業對員工工作時展現情緒的期許或要求，因而員工所需付出的情緒勞動亦隨之增加。這種展現情緒的勞動將可能帶給個體除了身體勞動之外心靈上的疲累與倦怠。過去研究發現，這種設立的規則將有可能帶給個體更多情緒勞動的可能。而在現今多數的工作樣態裡，就職者通常需要與其他工作者們相處合作，長時間同處團體內並肩前行。在這樣一小型社會環境的情況下，除了原先對特定職位的要求，團體中似若會形成獨屬該團體的情緒展示規範，進而對團體成員產生約束並需遵循的力量。本研究望以團體層級的情緒展示規範之觀點切入，了解其透過團體成員的情緒勞動進而與情緒耗竭產生關聯的歷程，此外，加入討論工作者對所屬工作團體的認同程度，觀看其對工作者採用特定情緒勞動形式的影響效果。本研究蒐集了共計44個團體、140份個體樣本，進行跨層次的研究分析。結果顯示，團體情緒展示規範對情緒耗竭具負向影響效果，團體情緒展示規範和情緒勞動的深層演出具正向影響效果，而表層演出則與情緒耗竭呈顯著正向關聯。接著，本研究將對此分析結果進行討論，並說明研究的貢獻、限制以及未來可行的研究方向。綜上所述，本研究透過團體樣本，探討團體層級的情緒展示規範、個體層級的情緒勞動、情緒耗竭與團體認同間跨層級的關係，朝過去情緒勞動中相對較少討論的議題前行探索。
    In contemporary workplaces, organizations and companies often have expectations or requirements regarding employees' emotional expressions during work. Consequently, the emotional labor that employees must exert has also increased. This demand for emotional expression may lead to fatigue and even burnout, in addition to the physical labor already required. Previous researches had suggested that such established emotional display rules can further intensify employees’ emotional labor. However, for most works nowadays, employees are required to collaborate and interact with others, spending extended periods within group and working collectively. Within this kind of social environments, the group may develop unique emotional display norm that are different from other groups. This norm put regulatory influence on group members, shaping and constraining their emotional expressions. The study aims to examine emotional display norms at the group level, investigating how they relate to emotional exhaustion through employees' emotional labor. Additionally, this research will explore the moderating role of employees’ identification with their work groups, assessing how group identification influences the adoption of specific emotional labor strategies. The study collected data from a total of 44 groups and 140 individual participants to conduct a multilevel analysis. The results revealed that group emotional display norms have a negative effect on emotional exhaustion and a positive effect on deep acting. Also, surface acting was found to be significantly positively associated with emotional exhaustion. The following sections then discussed this study’s findings, pointing the contributions, limitations, and future directions. In summary, by employing group-based samples, this study seeks to explore the cross-level relationships between group-level emotional display norms, individual-level emotional labor, emotional exhaustion, and group identification, aiming to explore some emotional labor issues which was relatively less discussed.
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    描述: 碩士
    國立政治大學
    心理學系
    112752018
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    資料類型: thesis
    顯示於類別:[心理學系] 學位論文

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