The study of psychological contract and emotional labor-Taking front-line employees of Taiwan High Speed Rail as an example

• Main Authors: Lin Chiao-Wen, 林巧玟
• Other Authors: 簡建忠
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/57433877520992746351

碩士 === 國立中正大學 === 勞工研究所 === 99 === When front-line service employees face to customers, they have to exhibit particular affective displays, so-called the emotional labor. Regarding to emotional labor, the purpose of this study was to investigate the relationships between surface acting and deep acting, antecedents of emotional labor, and consequences of emotional labor. Research data were collected, by questionnaire, from 400 front-line service employees who worked in Taiwan High Speed Rail Corporation. The author obtained 309 valid questionnaires with the rate of return of 77%. Major findings were resulted from statistic analyses. 1.The higher emotion awareness that front-line employees perceived the stronger tendency to use deep acting. 2.The front-line employees who were satisfied to relevance and learning of job would attend to use surface acting. 3.The psychological contract showed significant negative relationship with surface acting. 4.The social support from supervisor and family displayed highly adjustment effects on the job satisfaction. However, the support from co-workers and surface acting would decrease front-line employees’ job satisfaction. 5.The front-line employees would enjoy better interpersonal relationship with supervisors when they attended to use deep acting. Key words: psychological contract, emotion awareness, emotional labor, job satisfaction, social support, front-line employees