The Study on Emotional Labor, Job Satisfaction and Turnover Intention: A Case Study of Employees in Taipei Public Long-term Care Institutions

• Main Authors: Hong, Ji-Guei, 洪基貴
• Other Authors: 李俊達
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/5rg2ns

碩士 === 臺北市立大學 === 社會暨公共事務學系公共事務學碩士班 === 106 === The main purpose of the study is to explore the relationships among emotional labor, job satisfaction, and turnover intention of employees in the long-term care institutions. This study attempts to understand the relationships among emotional labor, job satisfaction, and turnover intention and if any difference existed due to employees’ demographic characteristics. Additionally, without present discusssions of the aforementioned subjects in Taipei City, this study investigates the employees in the five Taipei public long-term care institutions. General survey is conducted with 73% responsive rate and 315 respondents who are employees of five Taipei public long-term care institutions. The statistical methods used to analyze the data are factor analysis approach, descriptive statistics, independent sample t-test, one-way ANOVA, reliability analysis, validity analysis, correlation analysis, and regression analysis. The findings of this study were as follows: 1.The 5-point scale is used to evaluate employees’ state of emotional labor, job satisfaction, and turnover intention, and their average scores are 3.49, 3.91, and 2.26. 2.Significant differences are occured in emotional labor in terms of gender and job category and also in turnover intention in terms of job category. 3.Regression model results indicate: (1) emotional labor has significantly positive effect on job satisfaction; (2) emotional labor has significantly positive effect on turnover intention; (3) job satisfaction has significantly negative effect on turnover intention, and (4) job satisfaction is a mediator between surface acting dimension of emotional labor and turnover intention.