本研究的主要目的是在探討情緒勞動的不同內涵(包括克制自我負向情緒、對他人表達正向情緒、克制他人負向情緒)對於工作倦怠以及工作結果(工作滿意度、工作績效、組織公民行為)是否會有不同程度的關聯。此外，並測量員工社會支持與自我監控的高低，檢驗是否會對情緒勞動預測工作結果、工作倦怠產生調節效果。本研究是以門市人員以及主管人員做為研究對象，以網路問卷及紙本問卷同步進行施測，共蒐集了313份有效問卷。問卷中男性為122人(34.6%)，女性為190人(65.4%)，各份量表的α係數介於.70至.95，表示量表的信度良好。同時，進行效度分析檢驗，各份量表的組合信度及平均變異抽取量皆符合標準。確立量表的建構效度後，以相關分析和階層迴歸進行研究假設的分析與驗證。 根據研究結果顯示，不同的情緒勞動內涵對於工作結果具有不同的影響。「克制自我負向情緒」對工作結果具有顯著的負向影響，但「表達正向情緒」及「克制他人負向情緒」卻對於工作結果具有顯著的正向影響。當員工的自我監控越高時，會強化克制自我負向情緒對工作倦怠的正向關係及強化「克制自我負向情緒」對工作滿意度的負向關係。對「克制他人負向情緒」而言，自我監控越高則情緒勞動對工作倦怠的負向關係越明顯，並且會強化工作滿意度及組織公民行為的正向關係。當員工的社會支持越高時，也會讓「克制自我負向情緒」對工作績效的負向關係變得更明顯，並且會弱化對組織公民行為的正向關係。就「表達正向情緒」及「克制他人負向情緒」而言，當社會支持越高時，員工越不會產生工作倦怠的狀況。 總結研究結果，當組織、主管適時的給予員工關心及協助時，將可以有效的降低員工工作倦怠的狀況；而組織針對高自我監控的員工，必須主動協助員工發洩壓力及負向情緒，如此一來也可有效改善員工工作結果的情形。本研究的研究成果，針對員工情緒勞動、工作結果方面提出建議，期望對學術或實務界的應用上，具有重要參考價值。 The main purpose of this study is to examine the relationship between different connotations of emotion labor, job burnout, job outcome（Job satisfaction, job performance, organizational citizenship behaviors）, self-monitoring and social support. And this study designates self-monitoring and social support as moderator. To test the hypotheses, self-report g data were collected from 313 front-line service employees and managers through questionnaires. This study used SPSS17.0 and LISREL8.51 as tool to analyze the data for item validity, factor analysis, and hierarchical regression analysis. Results of hierarchical regression analysis indicated that suppress negative emotion has positively influenced on job burnout, and has negatively influenced on job satisfaction. Displaying of positive emotion and suppressing other’s negative emotion has positively influenced on job outcome(Job satisfaction, job performance and organizational citizenship behaviors), and has negatively influenced on job burnout. Self-monitoring has moderating effects between the suppressing negative emotion and job burnout, job satisfaction, organizational citizenship behaviors. Self-monitoring has moderating effects between the suppressing other’s negative emotion and job burnout, job satisfaction, organizational citizenship behaviors. Social support has has moderating effects between the suppressing negative emotion and job performance, organizational citizenship behaviors. Social support has has moderating effects between Displaying of positive emotion, suppressing other’s negative emotion and job burnout. Implications for future research and service work were also discussed at the end.
