The Comparison of Emotional Labor, Emotional Labor Performances Manners of First Line Service Personnel on Emotional Exhaustion and Mental Health

• Main Authors: Chi,Wen-Hua, 齊文華
• Other Authors: Chai, Lee-Fangt
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/49286289111207415921

碩士 === 國立臺南大學 === 諮商與輔導學系碩士在職專班 === 103 === To keep an eye on the mental health of first line service personnel, the study was to propose an analysis of comparison between the effect of different emotional labor, emotional labor performances manners of the first line service personnel on emotional exhaustion and mental health. The study was also to discuss the difference of different emotional labor performances manners on the emotional labor.The study used Questionnaire Survey with “Emotional Labor Inventory”、 “Emotional Labor Manners Inventory”、“Emotional Exhaustion Inventory” and “Mental Health Inventory” Take first line service personnel in telecommunication as study groups. The study collected questionnaire data from five direct branch stores with a total number of 313 distributed questionnaires and 265 returned questionnaires. The study uses ANOVA and Posteriori comparosion to compare the difference and the results are as follows: 1.The result of different degrees of emotional labor on Emotional Exhaustion Inventory and Mental Health Iventory is significant. People of high emotional labor with more pains are more emotional exhausted; people of low emotional labor with high scores of mental health are healthy in their psychology. 2.The difference of emotional performances manners of different groups on Emotional Exhaustion Inventory and Mental Health Inventory is significant. The group of high surface acting and low deep acting is the most emotional exhausted and the worst in the mental health, and the group of low surface acting and high deep acting is the least emotional exhausted. 3.Surface performancers use more emotional labor, but deep performancers use less emo-tional labor.In conclusion, people with high emotional labor are more the most emotional ex-hausted, and peope with low emotional labor have the best mental health. The group of high surface acting and low deep acting with more pains is the most emotional exhausted and the worst in the mental health, and the group of low surface acting and high deep acting with fewer pains is the least emotional exhausted and the best in the mental health.Finally,the en-terprises and reserchers will consult the effective suggestions according to the results of the study.