從認知神經科學的角度探討音樂對員工情緒勞務的影響

Abstract

在服務業為主流的社會趨勢中，情緒勞務已成為服務業工作者的重要工作內涵。如我們所知，大量的情緒勞務使得情緒疲乏更快速，產生情緒失衡的可能性亦提高。在本研究中，我們嘗試以不同於以往多採認知方式試圖改善情緒失衡之問題，提出以音樂帶有的情緒性作為緩和情緒失衡的新途徑。本文以文獻回顧為主要立論依據。首先針對情緒勞務的內容發展及其策略進行歸納整理，而後回顧情緒失衡的起因與結果，再對情緒勞務理論中的情緒調節策略加以介紹。接下來從認知神經科學的角度切入，分析大腦的情緒區域。第三部分則為音樂治療，包含受音樂刺激反應腦區的腦部造影研究、歸納音樂與大腦鏡像神經元的關係，以及對音樂的情緒性、音樂治療策略、職場中音樂使用的研究進行回顧整理。透過上述文獻探討，本研究做出兩個推論：（1）要求情緒勞務工作者從內部情緒調節來進行情緒失衡改善，其效果是有限的；（2）可透過使員工聆聽自己喜愛的音樂，讓音樂刺激從外部輸入帶動情緒反應以改善情緒失衡的情形。

As the service industry taken a greater part in modern time than ever before, emotional labor raised from service work has become a primary issue for workers and employers. As we all know, heavy emotional labor would make emotional tiredness happen faster, and also increase the possibility of emotional dissonance. In this study, different form the previous work that attempt to solve the emotional dissonance problem with cognitive approach, we propose music as another new route to ease the problem. Based on literature review, we first discuss the development and strategies of the emotional labor. Then the emotional dissonance’s causes and it’s outcomes are reviewed before the introduction of the emotional regulation. Second, from the perspective of cognitive neuroscience, we analyze brain’s emotion reactive region. Third, we review more literature on music therapy, including the music stimuli’s brain imaging studies, the relation between music and mirror neurons, musical emotions, music therapeutic strategies and music at work studies. Through these reviews, we have come to two propositions: (1) Resorting to emotional labor workers internal emotional regulations do limited effect on solving emotional dissonance. (2) Allowing employees to listen to their favorite music, i.e. eliciting emotional response by external input, could ease their emotional dissonance.