An evaluation of the relationship between emotional labor and volunteers' positive affective delivery: In non-profit organizations in Taiwan

摘要

The study used questionnaire survey research to examine the relationships among service training (ST), the frequency of contacting difficult customers (FQ), emotional labor (EL) and positive affective delivery (PAD) using a sample of 184 first line volunteers, and the response rate was 77%. The results revealed that service training (ST) influenced emotional labor (EL) positively; frequency of contacting difficult customers (FQ) affected emotional labor (EL) negatively; emotional labor (EL) has a positive effect on volunteers' positive affective delivery (PAD). The study discusses the implications for theory and practices. The results also suggest that focusing on developing human resource strategies for volunteers could enhance understanding of how volunteers manage their emotions on duty and suggestions for the further studies.