摘要：在我国的经济及文化背景下，当今医疗行业环境日益复杂，对于医务工作者来说，他们面临的工作压力巨大，医患关系紧张，其工作情绪劳动 便成为了一个十分突出值得关注和研究的问题。本研究的实际含义是，能够认可情绪劳动表现，为确保医护人员情绪劳动及工作满意度提供了科学依据及参考，向管理者提供有效的建议，以便更好地提高我国医务服务工作质量。
本研究为了了解医务劳动者情绪劳动的现状，深入探讨医务劳动工作者的工作满意度、情感敬业、人力资源政策感知及性别、年龄、文化水平对情绪劳动的影响。文章采用问卷调查法向某市一家大型医院一线的医护工作者发放问卷进行调查，基于所得有效204份问卷所得数据的基础上，采用SPSS等软件对其进行仔细分析比对。结果发现：工作满意度、人力资源政策感知及情感敬业对情绪劳动有着显著的影响，并且不同文化程度、不同年龄及不同性别的医务劳动工作者的敬业度及对薪酬满意度有着明显的差异，情绪劳动及其的各个维度与工作满意度、人力资源政策感知、情感敬业的相关程度非常显著。
最后本研究得出结论：（1）情感敬业与情绪劳动表层扮演显著负相关，情感敬业可以负向的预测情绪劳动表层扮演；（2）工作满意度与情绪劳动深层扮演显著正相关，工作满意度可以正向的预测情绪劳动深层扮演；（3）员工发展机会与空间与情绪劳动深层扮演正向相关，员工发展机会与空间可以正向预测情绪劳动深层扮演；（4）员工团队认知与情绪劳动深层扮演显著正相关，员工团队认知可以正向预测情绪劳动深层扮演；（5）男女医护人员的情绪劳动与工作满意度有差异，而且男性普遍高于女性；（6）不同文化程度的医护人员情绪劳动和工作满意度在多样性方面有明显的差异。（7）在情绪劳动和工作满意度强度这一维度上，不同年龄段的医务工作者有着明显的差异。
关键词：情绪劳动；医务劳动者；情感敬业；工作满意度；人力资源政策感知
ABSTRACT：Under the background of our country's economy and culture, in today's healthcare environment increasingly complex, for medical workers, they are faced with work pressure big, the doctor-patient relationship nervous, its work emotional labor has become a very outstanding issues worthy of attention and research. The practical implications of this study was to recognize emotional labor, emotional labor and job satisfaction in order to ensure the staff, provides scientific basis and reference to managers provide effective Suggestions, in order to better improve the quality of medical service in our country.
workers emotional labor, in-depth to explore the medical labor workers job satisfaction, emotional work, human resource policy awareness and gender, age, culture level effect on emotional labor. Article USES questionnaire survey to the city, a large hospital in front-line health workers a questionnaire investigation, based on the 204 effective questionnaire, on the basis of the data, using SPSS software carries on the careful analysis of the comparison. Results found: job satisfaction, human resource policy awareness and emotional engagement on emotional labor has a significant effect, and different cultural degree, different age and different gender of engagement of health labor workers and have obvious differences on pay satisfaction, dimensions of emotional labor and job satisfaction, and the relevance of the human resource policy perception, emotional engagement is very significant.
Finally, this study concluded that: (1) emotional engagement with emotional labor surface play a significant negative correlation, emotional engagement can be negative predict emotional labor surface play; (2) job satisfaction and deep emotional labor plays a significantly positive correlation, and job satisfaction can predict deep emotional labor plays positive; (3) employee development opportunities and space, associated with deep emotional labor plays a positive employee development opportunities and Spaces can be positively predicted emotional labor deep play; (4) the cognitive and emotional labor team employees play a significant positive correlation, the cognitive can positively predict emotional labor staff team to play; (5) men and women there are differences between the medical staff's emotional labor and job satisfaction, and the men than women generally; (6) staff with different cultural degree of emotional labor and job satisfaction have significant differences in diversity. (7) in the intensity of emotional labor and job satisfaction dimensions, medical workers have some obvious differences of different ages.
Keywords: Emotional labor; Medical workers; Emotional engagement; Job satisfaction; Human resource policy awareness
