The Study on the Relationship among Emotional Labor and Service Quality: A Case Study on Police in Taichung City

碩士 === 國立暨南國際大學 === 管理學院經營管理碩士學位學程碩士在職專班 === 107 === According to the second article of the Police Law: “The police are obligated to maintain public order, protect social security, prevent all hazards, and promote public welfare according to applicable laws.” Due to general legislation, the police a...

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Bibliographic Details
Main Authors: Chia-Yu Hsu, 許家瑜
Other Authors: Wen-Chung Hsu
Format: Others
Language:zh-TW
Published: 2019
Online Access:http://ndltd.ncl.edu.tw/handle/xct9aq
Description
Summary:碩士 === 國立暨南國際大學 === 管理學院經營管理碩士學位學程碩士在職專班 === 107 === According to the second article of the Police Law: “The police are obligated to maintain public order, protect social security, prevent all hazards, and promote public welfare according to applicable laws.” Due to general legislation, the police also have the role of criminal strikers and social service providers.( Meng Weide, 2005) In addition, according to the second article of the Enforcement Rules for the Police Law: “ the second article of this law provides for the distinction between police tasks such as the left: First, to maintain public order in accordance with law, the protection of social security, to prevent all harm is the main task of the police. Second, to promote the welfare of the people according to the law as a secondary task of the police.” Another important provision is the ninth article: “The police exercise the following duties according to applicable laws:First, release of police order. Second, penalty for violating a police order.Third, assistance in crime investigation. Fourth, perform searches, seizure and arrest with a warrant and arrests. Fifth, administrative enforcement. Sixth, use of police weapon. Seventh, public order maintenance, vice control, traffic, disease control, fire service affairs, disaster rescue, special business, illegal construction business establishments, clamping down on environment polluters and illegal vendors, household visitation, and foreign affairs that require involvement of the police. Eighth, other matters enforceable according to applicable laws.” It can be seen that the police work is all-encompassing. Due to the nature of the work, the police often need direct contact with the public on the first line. In addition to being worried about their own safety when they are on duty, they also need to meet the needs of the people who are increasingly self-aware, causing the police's emotional labor to be overloaded. This study found that police officers' overall emotional labor awareness should be attributed to moderate to high load levels. If police officers are able to reduce their awareness of emotional labor in their job duties, they can be closer to the people and can improve the quality of the service.