社会学部紀要 １２０号☆／９．池内
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1 March ) e.g., Bolfing, 1989 ; Liefeld, Edgecombe, & Wolfe, Smith, Bolton, & Wagner ACAP complaint 1999 claim 2002
2 120 Gilly & Gelb 1982 Hochschild emotional labor 2006 Zapf, Vogt, Seifert, Mertini, & Isic 1999Emotional work 2006 Hochschild e.g 2005 ; Morris, & Feldman, 1996Hochschild Zapf, et al Frankfurt Emotion Work Scale 2004 Zapf, et al
3 March 2015 e.g.2010 ; Morris, & Feldman, e.g., Adelmann, 1995 : Zapf, et al., 1999 Zapf, et al Golman 1995 EI Emotional Intelligence 2008 Stauss & Seidel Hochschild Zapf, et al. 1999
4 120 Figure Hochschild, Figure 1 ACAP Association of Consumer Affairs Professionals SD
5 March Table 1 Stauss & Seidel Table 2 Davis, Stankov, & Roberts 1998 Wong & Law 2002 Wong & Law EI Scale WLEIS WLEIS Table SD SD SD SD SD.97
6 120 Table 1 h α α α Table 1 M 3.83 SD.71 M 3.42 SD.87 M 1.67 SD α 2007 F 1, , n.s. M 3.70 SD.89n 57 M 3.94 SD.69n 80 M 3.31 SD.83n 57 M 3.58 SD.92n 80 F 1, F 1, p.1 β. 161 p.1β.045 n.s. β.119 n.s. F 3, , R 2.053, p.1 e.g., Adelmann, 1995 : Zapf, et al., 1999
7 March 2015 β.292 p.01β.169 p.1β.091 n.s. R 2.072, p Table 2 M 3.27 SD.62 M 3.95 SD.54 M 3.43 SD.93 M 3.74 SD.55 M 3.78 SD.63 M 3.77 SD.73 α WLEIS 9 WLEIS Table 2 h α α α α α α.675
8 120 2 α.807 α.773 Table 3 F 6, , R 2.242, p.001 β.185 p.05 β.276 p.01 β.133 n.s.β.072 n.s.β.058 n.s. β.124 n.s. F 1, , R 2.127, p.001 β.356, p Table 4 M 2.43 SD Table p Table 4 h α α α α.764
9 March M 2.06 SD.94 M 2.46 SD 1.01 M 2.51 SD.74 F 4, , R 2.289, p.001 β.388 p.001 β.026 n.s. β.352 p.001 β.021 n.s. Figure 1 GFI.880, AGFI.720, RMSEA.209, AIC , χ , 2 p.001 C. R..11 LM Figure 2 5 GFI.976, AGFI.918, RMSEA.053, AIC 51.06, χ , 2 p.198 GFI AGFI.90 RMSEA AIC χ 2 Figure 2
10 Adelmann 1995 Zapf, et al
11 March Stauss & Seidel Hochschild Stauss & Seidel, Lemkau, Rafferty, Purdy, & Rudisill Stauss & Seidel
12 120 Adelmann, P. K Emotional labor as a potential source of job stress. In Sauter, S. L. & Murphy, L. R. Eds., Organizational risk factors for job stress, Washington, DC : American Psychological Association, pp Bolfing, C. P How do customers express dissatisfaction and what can service marketers do about it? The Journal of Service Marketing, 3, Davis, M., Stankov, L., & Roberts. R. D Emotional intelligence : In search of an elusive construct. Journal of Personality and Social Psychology, 75, , , Gilly, M. C. & Gelb, B. D Post-purchase consumer processes and the complaining consumer. The Journal of Consumer Research, 9, Goleman, D. P Emotional Intelligence : Why It Can Matter More Than IQ for Character, Health and Lifelong Achievement, New York : Bantam Books. Hochschild,A.R The Managed Heart : Commercialization of Human Feeling, the University of California Press , , , , , , , Lemkau, P., Rafferty, P., Purdy, R. R., & Rudisill, R.
13 March Sex-role stress and job burnout among family practice physicians. Journal of Vocational Behavior, 31, Liefeld, J. P., Edgecombe, H. C., & Wolfe, L Demographic characteristics of Canadian consumer complainers. Journal of Consumer Affairs, 9, Morris, J. A. & Feldman, D. C The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, , , Smith, A. K., Bolton, R. N., & Wagner, J A Model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, Stauss, B. & Seidel, W Complaint Management : The Heart of CRM, Ohio : Thomson South-Western , , Wong, C. S. & Law, K. S The effects of leader. and follower emotional intelligence on performance and attitude : An exploratory study. The Leadership Quarterly, 13, Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A Emotion work as a source of stress : The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8,
14 120 The Effect of Complaint Procedures as Emotional Labor on Mental Health: Focusing on Subjective Stress and Job Satisfaction ABSTRACT This study regards complaint procedures as a kind of work termed emotional labor. Emotional labor is defined as the required emotional regulation to display desired emotions during the interaction with customers. The main purpose of this study is to investigate the effect of complaint procedures as emotional labor on mental health, that is, subjective stress and job satisfaction. A hundred and thirty-eight workers at customer service centers were asked to complete a questionnaire by the mail survey method. A factor analysis revealed that the concept of emotional labor for workers at customer service centers had three factors: positive emotions display, sensitivity requirements, and negative behavior display. In particular, positive emotions display tended to increase subjective stress. Furthermore, the aptitude scale for emotional labor (for workers at customer service centers) was also developed, and the high levels of professional skills and motivation led to higher job satisfaction. Key Words: complaint procedures, emotional labor, mental health
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