A Study on the Relationships between Emotional labor and Job Performance among Police at the Basic-Level -A Case Study of Zhonghe Second Precinct under New Taipei City Police Department

• Main Authors: Chun-cheng Chen, 陳俊誠
• Other Authors: I-jan Yeh
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/6c7tzs

碩士 === 世新大學 === 行政管理學研究所(含博、碩專班) === 102 === This research explores the relationship between emotional labor and job performance among police at the Basic-Level drawn from Zhonghe Second Precinct under New Taipei City Police Department. In this paper, the emotional labor was used as independent variable and job performance as the dependent variable to investigate the correlation among them. A survey questionnaire method was used, a total of 250 questionnaires distributed, and 239 valid questionnaires obtained, accounting for effective recovery rate of 95.6%. The data were analyzed using descriptive statistics, reliability analysis, correlation analysis and regression analysis. Empirical results and findings are as follows: 1. The results indicate that the respondents with different background variables (age, years of service, marital status, job rank) demonstrate significant variation in emotional labor, and respondents with other background variables (e.g., gender, education level, background) show no significant difference in emotional labor. 2. The results suggest that the respondents with different background variables (age, years of service, background, marital status, job rank) demonstrate significant variation in job performance, and respondents with other background variables (gender, education level) did not reveal significant difference in job performance. 3. The "basic emotional expression" aspect of "emotional labor" has significant effect on "efficiency" aspect, "work efficiency" aspect, "quality of work" aspect and the overall "job performance". The "surface emotional control" aspect of "emotional labor" only has significant effect t on the "effectiveness of the work" aspect. The "degree of emotional diversity" aspect of "emotional labor" has significant effect on "efficiency" aspect, "work efficiency" aspect and the overall "job performance" aspect. The "degree of interaction" aspect of "emotional labor" has significant effect only on the "quality of work" aspect. Last, practical recommendations are also made accordingly. First, with respect to reducing motional labor, this study recommended the need to build high quality of work environment. Second, it is highly suggested that employee self-efficacy need to be further enhanced. Third, there needs to be developing manpower development plan to change the attitudes and behavior of employees. Fourth, opportunities for career development should be provided. With respect to enhancing job performance, this research suggests that the agency should strengthen personnel training, set clear goals, establish performance standards, adopt performance appraisal, and assist subordinates finding ways to improve performance. In so doing, the pressure on the grassroots police officer caused by emotional labor can be reduced and job performance enhanced.