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研究生： 陳薇勻
Chen, Wei-Yun
論文名稱： 助人工作者面對個案不文明行為與工作倦怠之關係：以情緒勞務為中介變項及微休息為調節變項
The Relationship Between Client incivility and Job Burnout Among Helping Professionals: Emotional Labor as a Mediating Variable and Micro-breaks as a Moderating Variable
指導教授： 張婉菁
Chang, Wan-Jing
口試委員: 高國揚
Kao, Kuo-Yang
郭孟倫
Kuo, Meng-Lun
學位類別： 碩士
Master
系所名稱： 竹師教育學院 - 教育心理與諮商學系教育心理與諮商碩士在職專班
Division of Industrial and Organizational Psychology, In-service Master Program of Educational Psych
論文出版年： 2025
畢業學年度： 113
語文別： 中文
論文頁數： 136
中文關鍵詞： 個案不文明行為 、情緒勞務 、工作倦怠 、微休息 、自我耗損理論
外文關鍵詞： Client incivility, Emotional labor, Job burnout, Micro-breaks, Ego Depletion Theory
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    • 　　本研究旨在探討助人工作者面對個案不文明行為（Client Incivility）時，其對工作倦怠（Job Burnout）的影響，並進一步檢驗情緒勞務（Emotional Labor）作為中介變項及微休息（Micro-breaks）作為調節變項的作用。基於自我耗損理論（Ego Depletion Theory），持續應對個案的不文明行為將消耗助人工作者的自我控制資源，導致情緒調節能力下降，進而增加工作倦怠風險。情緒勞務分為表層演出與深層演出，兩者在應對個案不文明行為時對工作倦怠的影響機制有所差異，而微休息則可能作為資源恢復的有效手段，調節情緒勞務與工作倦怠間的關係。
    　　本研究採用經驗取樣法（Experience Sampling Method），首先，收集受試者前測資料，隨後連續10個工作日，進行每日兩次助人工作者的工作狀態調查，探討個案不文明行為、情緒勞務與工作倦怠的變化情形。結果顯示，個案不文明行為顯著增加工作倦怠，且表層演出部分中介此影響，深層演出則不顯著；此外，微休息的頻率與類型對情緒勞務與工作倦怠間的關係不顯著，然而，額外分析發現認知微休息與營養攝取微休息分別在深層演出與表層演出中發揮緩衝作用。
    　　本研究進一步支持情緒勞務在助人工作者心理壓力中的關鍵作用，並探討微休息的多元策略對於緩解倦怠的潛力，研究顯示兩種情緒勞務可能透過不同路徑影響工作倦怠，特定類型的微休息（例如營養攝取或認知微休息）可能在某些情境中具有調節作用。最後，建議組織應重視心理健康並優化資源管理，主管可展現支持領導促進團隊合作，個人強化心理資源管理與微休息策略，以穩定職業持續性發展。

    This research aims to explore the impact of client incivility on job burnout among helping professionals, while further examining the mediating role of emotional labor and the moderating role of micro-breaks. Based on Ego Depletion Theory, continuously coping with client incivility depletes the self-control resources of helping professionals, leading to diminished emotional regulation capacity and, consequently, an increased risk of job burnout. Emotional labor is divided into surface acting and deep acting, with distinct mechanisms affecting the relationship between client incivility and job burnout. Micro-breaks may serve as an effective resource recovery strategy, moderating the relationship between emotional labor and job burnout.

    Using the Experience Sampling Method (ESM), the research first collecting baseline data from participants and subsequently conducting twice-daily surveys over 10 consecutive workdays to investigate variations in client incivility, emotional labor, and job burnout among helping professionals. Results indicated that client incivility significantly increased job burnout, with surface acting partially mediating this effect, while deep acting did not show significant mediation. Furthermore, the frequency and types of micro-breaks did not significantly moderate the relationship between emotional labor and job burnout. However, additional analyses revealed that cognitive micro-breaks and nutritional intake micro-breaks provided buffering effects on deep acting and surface acting, respectively.

    This research further supports the critical role of emotional labor in the psychological stress of helping professionals and explores the potential of diverse micro-breaks strategies in alleviating burnout. The findings indicate that the two types of emotional labor may influence job burnout through different pathways, and specific types of micro-breaks (e.g., nutritional intake or cognitive micro-breaks) may act as moderators in certain contexts. Lastly, it is recommended that organizations prioritize mental health and optimize resource management, supervisors demonstrate supportive leadership to foster team collaboration, and individuals enhance psychological resource management and micro-breaks strategies to ensure sustainable career development.

    摘要................................................................i Abstract...........................................................ii 誌謝辭.............................................................iii 目錄...............................................................iv 表目錄.............................................................vi 圖目錄.............................................................vii 第一章 緒論..........................................................1 　第一節 研究背景與動機...............................................1 　第二節 研究目的.....................................................2 　第三節 名詞解釋.....................................................3 第二章 文獻探討.......................................................5 　第一節 助人工作者...................................................5 　第二節 個案不文明行為................................................7 　第三節 情緒勞務....................................................10 　第四節 工作倦怠....................................................14 　第五節 微休息......................................................17 　第六節 個案不文明行為與工作倦怠間的關係..............................20 　第七節 個案不文明行為與情緒勞務間的關係..............................21 　第八節 情緒勞務與工作倦怠間的關係....................................23 　第九節 情緒勞務作為個案不文明行為與工作倦怠關係間的中介效果............25 　第十節 微休息對於情緒勞務與工作倦怠之調節效果.........................27 第三章　研究方法.....................................................31 　第一節　研究架構與假設..............................................31 　第二節　研究對象與施測程序..........................................32 　第三節　研究工具...................................................38 　第四節　資料處理與分析..............................................42 第四章　研究結果.....................................................45 　第一節　參與者背景分析..............................................45 　第二節　前置分析...................................................48 　第三節　假設驗證...................................................56 　第四節 額外分析....................................................62 　第五節 結果討論....................................................69 第五章 結論與建議....................................................73 　第一節 研究結論....................................................73 　第二節 理論與實務意涵...............................................75 　第三節 研究限制與未來研究建議.......................................78 參考文獻............................................................81 附錄一 研究問卷......................................................95 附錄二 項目分析.....................................................131

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