| Summary: | 碩士 === 銘傳大學 === 傳播管理學系碩士在職專班 === 103 === A funeral director’s work is miscellaneous, and she or he needs to have certain professional quality and accumulated experience; in addition to arranging and implementing funeral services, she or he also needs to have consultative capabilities of hospice care and grief counseling. A funeral director not only needs to achieve the objectives assigned by the company, but also to observe the condition of deceased’s family from time to time; thus, a funeral director, a high emotional labor, has to hide her or his true inner emotions at work to provide the most satisfying services for the clients and show the emotional expression in line with the requirements of the company. Because of the job’s specific characteristics, the personnel selection and retention are also important. Previous studies have pointed out that personality traits, emotional labor and job satisfaction have significant correlation; thus, the purpose of this study is to find out whether the same factors exist in the funeral industry.
The case study focused on the company’s 123 funeral directors using the questionnaire approach to understand their personality traits, emotional labor and job satisfaction. A total of 123 questionnaires were sent out and 100 of them were retrieved, the study then used SPSS software to conduct narrative and confirmatory analyses. The result would be used as a reference to improve funeral directors’ job satisfaction and increase their industrial competitiveness, and thus enable the organization’s sustainable development and fulfill its social responsibilities.
The results found that personality traits have significant impact on funeral directors’ internal and external job satisfaction, only agreeableness has overall significant predictive power towards job satisfaction, which has overall significant predictive power towards internal job satisfaction, and it is high than external job satisfaction; emotional labor has significant impact on job satisfaction which is positively correlated; personality traits have significant predictive effect on the perception of emotional labor burden, and the agreeableness of personality traits displays positive predictive effect on the perception of emotional labor burden; emotional labor has intermediary effect between agreeableness and overall job satisfaction. Based on the analysis results, the study suggested: (1) the selection of funeral directors should pay attention to their personality traits; (2) periodical interviews and educational training are recommended; (3) funeral directors’ burdens of emotional labor and positive management should be considered; (4) the implementation of mentor system.
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