The Study on Working Burnout of the Counter Staffs in Public Employment Service Agencies

• Main Authors: Li Shumin, 李淑敏
• Other Authors: Wang shem mung
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/p4vsu5

碩士 === 國立臺東大學 === 進修部公共事務管理碩專(假日) === 96 === Abstract &auot;The Customer is Always First&auot;. Service enterprises must continue to meet customer needs, to enhance the competitiveness of enterprises and ensure the corporate profits and values. However, more and more attention have to be paid to the customer-oriented public sector, in order to allow customers to the public sector have a positive impression. Usually by setting rules to require front-line staffs at all times to keep a smile, and possibly have the staff control their negative emotions and maintain the most cordial attitude, with a view to achieve consistency and quality of service satisfaction. For public se actor workers in terms of emotional high, long-term emotional labor may be the result of burnout, in addition to the physical and mental health of individuals and having adverse effects. May also affect organizational performance, service quality, and the burden of human cost. In this study, via empirical research data and surveying the public employment service organizations of the first line personals and data analysis methods carry out a study on labor and emotional burnout and its association. Study found that emotional labor and emotional exhaustion have no significant correlation; this may be due to other factors (such as organized with the support of colleagues, and individual intelligence) the results of emotion regulation. When first-line staffs express a more positive attitude, show a friendly and peaceful manner, as well as being more able to handle negative emotions of others, their work do not necessarily produce events of dehumanization. In fact, when the first-line employment service staffs show more restraint to their negative emotions, a more positive attitude towards the people, will be more able to handle negative emotions of others. Their work in the sense of achievement was higher. Key words: emotional labor, emotional exhaustion, burnout, employment services .