臺灣博碩士論文加值系統

服務業一直被視為重要產業，而第一線服務人員更在替顧客提供商品及服務的過程中扮演重要角色 (Rafaeli,1989)。除此之外，第一線服務人員更被要求做出適當的情緒表現以符合組織的形象，在長期壓抑真實情緒下，易造成員工工作壓力或情緒耗竭。另一方面，「工作生活平衡」議題逐漸受到關注，研究顯示工作生活平衡更有益於提昇員工組織承諾、生產力、工作滿意度，更能有效降低曠職或離職比率 (Aryee et al,2005；Scholarios &; Marks,2004；Felstead et al.,2002)。本研究旨要探討服務業第一線員工在情緒勞務、工作與生活平衡、與離職傾向之現況，並探討三個主要變項間的關係。
　　本研究採問卷調查法，以第一線服務人員作為研究對象，共計回收有效問卷431份。研究結果發現：
1.表層的情緒控制對工作生活平衡有正向影響。
2.情緒多樣性程度與互動程度對工作生活平衡有負向影響。
3.基本的情緒表達、深層的情緒偽裝、表層的情緒控制對離職傾向有正向影響
4.第一線服務人員工作生活平衡與離職傾向有負向影響
5.工作生活平衡會對表層的情緒控制與離職傾向間關係中產生中介效果

Service industry has regarded as the important industry, and the front line staff play the key role in the process of provide product or service for customers (Rafaeli,1989). Besides, the front line staff is requested to make appropriate emotional to meet organization’s image. It can easily lead to stress of employee or emotional exhaustion under long-term depression in the real mood. On the other hand, researcher pay the attention on “ work life balance” issue, the research indicates that the balance between work and life will help to promote employees organizational commitment, productivity, job satisfaction, and reducing absenteeism or turnover rate (Aryee et al,2005；Scholarios &; Marks,2004；Felstead et al.,2002).
The research focuses on the relationship of emotional labor, work life balance, turnover intention on front line staff. This study collected 431 effective questionnaires. The finding of this study can be summarized as follows:
1.Surface acting have positively influential effect on Work life balance.
2.Multiformity and Interpersonal interaction have negative influential effect on Work life balance.
3.Basic emotional expression、Deep acting、Surface acting have positively influential effect on Turnover intention.
4.Work life balance has negative influential effect on Turnover intention.
5.Work life balance has partially mediating effects between Surface acting and
Turnover intention.

書名頁 i
論文口試委員會審定書 ii
授權書 iii
中文摘要 iv
英文摘要 v
謝誌 vi
目錄 vii
表目錄 viii
圖目錄 viii
第一章 緒論 1
第一節　 研究背景與動機 1
第二節　 研究目的 3
第二章 文獻探討 4
第一節 情緒勞務 4
第二節 工作與生活平衡 11
第三節 離職傾向 13
第四節 情緒勞務、工作生活平衡與離職傾向之關係 16
第三章 研究方法 20
第一節 研究架構 20
第二節 研究假設 21
第三節 研究變項之操作型定義與測量 22
第四節 樣本特性描述 27
第四章 分析結果 29
第一節 描述性統計分析 29
第二節 信度分析 33
第三節 相關分析 34
第四節 變異數分析 36
第五節 迴歸分析 42
第五章 結論 52
第一節 研究結果 52
第二節 管理意涵 55
第三節 研究限制與建議 56
第四節 未來研究方向 56
參考文獻 57
附錄一 施測問卷 63

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