教師情緒勞務對教學服務滿意度影響-以某私立科技大學為例

Abstract

本研究旨在探討教師情緒勞務對教學服務滿意度之影響，預期為少子女化及生源不足的科技大學提出可行的行政決策支援。經由文獻蒐集、整理及探討，完成研究理論與架構。本研究採問卷調查法，經立意取樣選取臺灣北部某私立科技大學教師為研究對象，獲得有效樣本177份。資料分析採經描述性統計、變異數分析、相關分析及迴歸分析後，實證結果支持教師情緒勞務對其教學服務滿意度有顯著影響。依據分析結果進一步推論，若能有效提升老師對教師情緒勞務的感知，則能有效提升教學服務滿意度，具體研究發現如下： 一、教師在整體情緒勞務的知覺程度屬於中上程度。 二、不同年齡之教師在情緒勞務「真情表現」、「情緒勞務多樣性」等構面呈顯著差異，顯示不同年齡層有著不同見解。 三、教師情緒勞務與教學服務滿意度達高度相關。 四、教師情緒勞務與教學服務滿意度具有預測力。 本研究依據研究結果提出相應的結論與建議，期能提供教育主管機關、學校行政單位及科大教師增進教學之參考。

This study aimed to explore the relationships between education service satisfaction (ESS) and emotional labor (EL) of the faculties. It hoped to assist the educational administrators decision-making in technological university development when coping with the low-birth-rate in Taiwan. The established research framework was based on literature review. Data was collected using questionnaire survey method to collect the required information. Participants were selected by judgemental sampling from technological university in northern Taiwan. Total 177 valid samples were analyzed. Descriptive statistic, variance analysis, correlation, and regression was used. Results supported that ESS will be effected by EL. It was found that enhanced faculty’s awareness of EL, is positively associated with their ESS Other findings include: 1.)The awareness of emotional labor of case university faculties was at meddle level; 2.) There was difference between “true emotional action” and “multipal emotional labor expression” among different age group; 3.) “emotional labor” was highly correlated with “education service satisfaction”; 4.) “emotional labor” is positively associated with “education service satisfaction” ,In summary, our findings were expected to serve as reference for education administrators and faculties to improve teaching outcome.