臺灣博碩士論文加值系統

工作生活平衡是社會大眾、學界近年來非常關心的一個議題，也是每個工作者期望達到的，本研究主要目的在探討情緒勞務、情緒調節、工作負荷與工作生活平衡之關係，本研究以屏東縣政府行政稽查及取締人員為研究對象，採用問卷調查法進行資料蒐集，實際獲得有效問卷為211份，有效問卷回收率84.06％。將資料進行假設驗證分析，研究結果顯示：不同個人人口統計變項在工作負荷與工作生活平衡間具有顯著差異；表層演出與工作生活平衡具有顯著負向關係，而深層演出與工作生活平衡具有顯著正向關係；認知重評在深層演出與工作生活平衡之間具有調節效果；工作負荷在情緒勞務與工作生活平衡之間未具有調節效果，但工作負荷在表層演出與工作生活平衡之間具有調節效果。最後，本研究並提出政府對行政稽查及取締人員管理實務之建議。

Work-life balance is not only one of an interested issue of community and academic in recent years, but also every worker wants to achieve. The main purpose of this study is to explore the relationships among emotional labor, emotion regulation, workload and work-life balance. The Administrative Inspectors in Pingtung County Government are chosen as the research object. Data was collected with questionnaires. A total of 211 valid questionnaires and the valid response rate is 84.06%. The data was used to test hypotheses. The results indicated that Individual demographic variables have a significant difference in workload and work-life balance. In addition, there is not only a significant negative relationship between surface acting and work-life balance, but also has a positive relationship between deep acting and work-life balance. Besides, there is a moderating effect of emotion regulation in the relationship between emotional labor and work-life balance. Moreover, there is no moderating effect of workload in the relationship between emotional labor and work-life balance. However, there is a moderating effect of workload in the relationship between surface acting and work-life balance. In addition, the study make recommendations to the Government administrative inspectors field management practices.

中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 v
圖目錄 vi
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第二章 文獻探討 6
第一節 情緒勞務 6
第二節 情緒調節 15
第三節 工作負荷 21
第四節 工作生活平衡 27
第五節 各研究變項關係之推論 33
第三章 研究設計與方法 42
第一節 研究架構 42
第二節 研究假設 43
第三節 研究變項操作性定義與衡量工具 44
第四節 研究樣本與資料蒐集方法 49
第五節 樣本特性分析 50
第六節 資料處理與分析方法 52
第四章 研究結果 54
第一節 各研究變項之描述性分析 54
第二節 個人人口統計變項在各研究變項間之差異性分析 55
第三節 各研究變項之相關性分析 60
第四節 各研究變項之迴歸分析 64
第五節 研究假設結果彙整 70
第五章 討論與建議 71
第一節 理論意涵 71
第二節 實務建議 75
第三節 研究限制與未來建議 78
參考文獻 80

一、中文部分
毛筱艷、梁應平（2003）。文化對於基層員工工作負荷過重、角色衝突、角色模糊與工作倦怠之影響研究。交大商管學報，8(1)，55-78。
王志宏、翁振益（2009）。領隊人員情緒勞務、工作倦怠與工作滿意度之間之關係：角色認同之調節效果。戶外遊憩研究，22(4)，23-53。
王志宏、駱香妃、鄧秀玉與林姿宛（2012）。餐旅產業第一線員工情緒勞務負擔、工作倦怠與工作滿意度之研究。餐旅暨觀光，9(3)，151-170。
王議賢（2014）。專業就是力量：專業權力下的情緒勞務對顧客情緒調節之影響（未出版之博士論文）。國立中山大學，高雄。
王櫻芬（2012）。情緒調節在青少年人際依附與心理困擾之中介角色分析研究。教育心理學報，44(2)，273-293。
余維津（2012）。工作負荷及情緒勞務對工作倦怠之影響：以員工協助方案為調節變項（未出版之碩士論文）。國立高雄應用科技大學，高雄。
吳宗祐（2003）。工作中的情緒勞動：概念發展、相關變項分析、心理歷程議題探討（未出版之博士論文）。國立臺灣大學，台北。
吳宗祐（2013）。主管與部屬互動中情緒勞動: 回顧，釐清，及前瞻。人力資源管理學報，13(3)，57-105。
吳宗祐、鄭伯壎（2006）。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-「資源保存理念」的觀點。管理學報，23(5)，581-599。
李卿雲、謝碧晴、蘇慧芳（2013）。台灣天主教醫院護理人員情緒勞務及心理健康之關係。台灣公共衛生雜誌， 32(2)，140-154。
林木泉、張柱彬、梁淑娟、張嘉齡、彭渝珍（2008）。情緒勞務對顧客導向行為之影響。醫務管理期刊，9，98-113。
林永森、黃文雄、張少熙、林玲玉（2015）。表層及深層演出對工作倦怠與離職意圖之影響：兼論幽默感之調節效果。戶外遊憩研究，28(1)，73-103。
林尚平（2000）。組織情緒勞務負擔量表之發展。中山管理評論，8(3)，427-447。
邱昱文（2015）。警察人員情緒勞務對於職家衝突的影響：心理資本的調節效果與加班壓力負荷的中介效果（未出版之碩士論文）。銘傳大學，台北。
侯望倫（1984）。工作壓力的實證研究：組織氣候、角色特性、人格特質與壓力症狀的關係。管理評論，3(3)，38-46。
侯勝宗、樊學良、連婉茜（2015）。真心或矯情? 情緒勞務和創新行為之關係。臺大管理論叢，25(3)，67-99。
侯惠婷（2012）。台北市百貨專櫃人員情緒智力與工作生活平衡關聯性之研究－情緒勞務與工作壓力之中介效果（未出版之碩士論文）。國防大學，台北。
胡佩怡、吳宗祐（2007）。高科技產業從業人員過勞實證研究。新北市：行政院勞工委員會勞工安全衛生研究所。
馬魁玉（2008）。員工休閒活動參與與工作生活平衡關係之研究-以T 公司為例（未出版之碩士論文）。國立臺灣師範大學，台北。
張仁和、黃金蘭、林以正（2016）。正念傾向對因應與情緒調節彈性之影響。中華心理衛生學刊，29(4)，391-411。
張火燦、劉嘉雯、楊輝南（2010）。心理契約對工作生活平衡的影響: 社會支持與情緒智力的干擾角色。人力資源管理學報，10(3)，1-24。
張婷婷、陸洛、黃睦芸（2011）。工作負荷與工作行為之關聯：主動性人格為調節變項。台灣管理學刊，11(2)，177-195。
莊淑灣、呂錘卿（2005）。中部地區國民中小學主任工作壓力與因應方式之研究。台中教育大學學報，19(2)，127-150。
許境頤、江彧慈（2013）。「罵」有用嗎? 以資源保存理論看不當督導對部屬的影響。人力資源管理學報，13(1)，81-104。
郭彥谷（2013）。工作熱情、工作-生活平衡與生活滿意度之關聯性（未出版之碩士論文）。國立臺灣師範大學，臺北。
陳村河（2001）。國營事業民營化留用員工工作壓力之研究—以台肥公司員工為例（未出版之碩士論文）。國立中山大學，高雄。
陳啟文（2010）。使命感與工作負荷及工作滿意之相關研究-以警察為例（未出版之碩士論文）。國立中山大學，高雄。
景家威（2014）。工作生活平衡與幸福感之研究：以青年民航空勤組員為例（未出版之碩士論文）。國立中山大學，高雄。
黃良志、黃家齊、溫金豐、廖文志、韓志翔（2010）。人力資源管理：理論與實務（第二版），台北市：華泰文化。
黃家齊、李雅婷、趙慕芬（譯）（2014）。組織行為學，第十五版（原作者：Robbins, S. P. & Judge, T. A.）。台北市：華泰文化。
楊輝南、張火燦（2008）。在性別角色的情境下，社會支持與情緒智力干擾心理契約對工作生活平衡的影響。行政院國家科學委員會專題研究成果報告（編號﹕NSC96-2416-H270-001），未出版。
溫金豐、張菡琤、謝裕琴（2004）。旅館經理人工作－生活平衡之研究：外溢理論觀點。餐旅暨家政學刊，1(1)，21-48。
葉盈蘭（2009）。高科技產業員工工作壓力、休閒參與與工作生活平衡之研究（未出版之碩士論文）。國立臺灣師範大學。台北。
葉倩妏（2009）。工作負荷、工作家庭衝突與工作滿意度之關聯研究。第15屆企業人力資源管理專題實務研究成果發表。
鄔佩君、吳宗祐、陳彰儀（2005）。華人企業服務人員情緒勞動方式的前置因素與其結果之關係。教育與心理研究，28(4)，693-719。
廖佳音（2009）。工作特性對工作績效之影響－工作負荷認知與自我效能感調節效果之探討（未出版之碩士論文）。國立中央大學，桃園。
滿莉芳（2002）。情緒勞務工作者情緒勞務負荷與工作結果之研究－以情緒智力與工作特性為干擾（未出版之碩士論文）。靜宜大學，台中。
劉梅君（2011）。「工作生活平衡」政策：宏觀趨勢的意義及具體作為。台灣勞工季刊，25，86-95。
劉雅惠、劉偉文（2009）。護理人員情緒勞務、工作壓力與因應行為之相關性研究。醫護科技期刊，11，98-115。
蕭琇云（2012）。情緒勞務對離職傾向之影響－以工作生活平衡為中介變項（未出版之碩士論文）。元智大學，桃園。
繆敏志、施權峰（2015）。工作負荷與家庭要求對職家衝突之影響：以積極人格為干擾變項。企業管理學報，105，79-100。
謝俊義、廖珮妏、陳雅婷、闕壯宏、林月雲（2015）。情緒勞務會受到組織環境因素影響嗎？公部門、私部門、非營利組織員工行為異同之探索性研究。行政暨政策學報，61，101-148。
羅鼎程（2012）。台灣公部門社會福利工作人員的工作負荷與生活品質之研究（未出版之碩士論文）。東海大學，臺中。
蘇琳、陳畹蘭、謝穎慧、高可霓（2015）。性格特質、情緒調節與憂鬱情緒：比較不同性別和情境的調節效果。中華心理衛生學刊，28(4)，569-603。
 
二、英文部分
Allen, T. D., Herst, D. E., Bruck, C. S., & Sutton, M. (2000). Consequences associated with work-to-family conflict: a review and agenda for future research. Journal of occupational health psychology, 5(2), 278-308.
Andrew, A., & Kishokumar, R. (2014). Influence of working environment and workload on occupational stress among staff in the financial services industry. International Journal on Global Business Management & Research, 3(1), 70-79.
Arthur, M. B., & Rousseau, D. M.(1996). The boundaryless career: A new employment principle for a new organizational era. New York: Oxford University Press.
Ashforth, B. E. & Humphrey, R. H.(1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Beehr, T.A., Jex, S.M., Stacy B.A., & Murray M.A. (2000). Work stressors and coworker support as predictors of individual strain and job performance. Journal of Organizational Behavio, 21(4), 391-405.
Blanchard-Fields, F., Stein, R., & Watson, T. L. (2004). Age differences in emotion-regulation strategies in handling everyday problems. Journal of Gerontology：Psychology Sciences, 59(6), 261-269.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76, 365-379.
Cahill, K. E., McNamara, T. K., Pitt-Catsouphes, M., & Valcour, M. (2015). Linking shifts in the national economy with changes in job satisfaction, employee engagement and work–life balance. Journal of Behavioral and Experimental Economics, 56, 40-54.
Clark, S. C. (2000).Work-family border theory-A new theory of work-family balance. Human Relations, 53(6), 747-770.
Cuieford, J. P. (1965). Fundamental statistics in psychology and education. New York: Mc Graw Hill.
Dean, N. C., Silver, M. P., Bateman, K. A., James, B., Hadlock, C. J., & Hale, D. (2001). Decreased mortality after implementation of a treatment guideline for community-acquired pneumonia. The American journal of medicine, 110(6), 451-457.
Dex, S., & Bond, S. (2005). Measuring work-life balance and its covariates. Work, Employment and Society, 19(3), 627-637.
Edralin, D. M. (2013). Work and Life Harmony: An Exploratory Case Study of EntrePinays. DLSU Business & Economics Review, 22(2), 15-36.
Eisenberg, N., Fabes, R. A., Murphy, B., Maszk, P., Smith, M.,& Karbon, M.(1995). The role of emotionality and regulation in children’s social functioning：A longitudinal study. Child Development, 66(5), 1360-1384.
Evans, A. M., Carney, J. S., & Wilkinson, M. (2013). Work–life balance for men: Counseling implications. Journal of Counseling and Development, 91(4), 436-441.
Fisher-McAuley, G., Stanton, J., Jolton, J., & Gavin, J. (2003). Modelling the relationship between work life balance and organisational outcomes. Paper presented at the Annual Conference of the Society for Industrial-Organisational Psychology. Orlando, FL.
Giunchi, M., Emanuel, F., Chambel, M. J., & Ghislieri, C. (2016). Job insecurity, workload and job exhaustion in temporary agency workers (TAWs) Gender differences. Career Development International, 21(1), 3-18.
Glaser, D. N., Tatum, B. C., Nebeker, D. M., Sorenson, R. C., & Aiello, J. R. (1999). Workload and social support: Effects on performance and stress. Human Performance, 12(2), 155-176.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.
Gross, J. J. & Thompson, R. A. (2007). Emotion regulation: Conceptual Foundations. New York: Guilford Press.
Gross, J. J. (1998a). Antecedent-and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74(1), 224-237.
Gross, J. J. (1998b). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2(3), 271-299.
Gross, J. J., & Levenson, R. W. (1993). Emotional suppression: physiology, self-report, and expressive behavior. Journal of personality and social psychology, 64(6), 970-986.
Gross, J. J., & Levenson, R. W. (1997). Hiding feelings: the acute effects of inhibiting negative and positive emotion. Journal of abnormal psychology, 106(1), 95-103.
Gross, J. J., & Muñoz, R. F. (1995). Emotion regulation and mental health. Clinical Psychology: Science and Practice, 2, 151-164.
Gross, J. J., Richards, J. M., & John, O. P. (2006). Emotion regulation in everyday life. Emotion regulation in couples and families: Pathways to dysfunction and health, 2006, 13-35.
Gross, J.J., & John, O.P. (2003). Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. Journal of personality and social psychology, 85(2), 348–62.
Gryna, F.M. (2004).Work Overload!: Redesigning Jobs to Minimize Stress and Burnout. Wisconsin: ASQ Quality Press.
Guest, D. (2002). Perspectives on the study of work-life balance. Social Science Information, 41(2), 255-279.
Haar, J. M., Russo, M., Suñe, A., & Ollier-Malaterre, A. (2014). Outcomes of work–life balance on job satisfaction, life satisfaction and mental health: A study across seven cultures. Journal of Vocational Behavior, 85(3), 361-373.
Hart, S. G., & Wickens, C. D. (1990). Workload assessment and prediction. In H.R.Booher (Ed.), Manprint: An Approach to Systems Integration (pp. 257-296). NewYork: Van Nostrand Reinhold.
Hauck, E. L., Snyder, L. A., & Cox-Fuenzalida, L. E. (2008). Workload variability and social support: Effects on stress and performance. Current Psychology, 27(2), 112-125.
Hayman, J. (2005). Psychometric assessment of an instrument designed to measure work life balance. Research and Practice in Human Resource Management, 13(1), 85-91.
Hobfoll, G. H. & Shirom, A.(2001). Conservation of resources theory: applications to stress and management in the workplace. In R. T. Golembiewski (Ed.), Handbook of organizational behavior, 57-80. New York: Marcel Dekker.
Hobfoll, S. E. (1988). The ecology of stress. New York: Hemisphere.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524.
Hobfoll, S. E. (1998). Stress, culture, and community. New York: Plenum.
Hochschild,A.R.(1983). The managed heart: Commercialization of human feeling. Berkeley:University of California Press.
Hsieh, C. W. (2014). Burnout among public service workers: The role of emotional labor requirements and job resources. Review of Public Personnel Administration, 34(4), 379-402.
Hyman, J., & Summers, J. (2004). Lacking balance? Work-life employment practices in the modern economy. Personnel Review, 33(4), 418-429.
Jung, H. S., & Jung, H. S. (2001). Establishment of overall workload assessment technique for various tasks and workplaces. International Journal of Industrial Ergonomics, 28(6), 341-353.
Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D., & Rosenthal, R. A. (1964). Organizational stress：Studies in role conflict and ambiguity. Oxford, England: John Wile.
Karasek, R. A., & Theorell, T. (1990). Healthy work: Stress, productivity, and the reconstruction of working life. New York, NY: Basic books.
Keeton, K., Fenner, D. E., Johnson, T. R., & Hayward, R. A. (2007). Predictors of physician career satisfaction, work–life balance, and burnout. Obstetrics and Gynecology, 109(4), 949-955.
Kim, H. K. (2014). Work-Life Balance and Employees' Performance: The Mediating Role of Affective Commitment. Global Business and Management Research, 6(1), 37.
Korkmaz, O., & Erdoğan, E. (2014). İş Yaşam Dengesinin Örgütsel Bağlılık ve Çalışan Memnuniyetine Etkisi. Ege Akademik Bakış, 14(4), 541-557.
Kruml, S.M., & Geddes, D. (2000). Exploring the dimensions of emotional labor. Management Communication Quarterly, 14(1), 8-49.
Lai, S. L., Chang, J., & Hsu, L. Y. (2012). Does Effect of Workload on Quality of Work Life Vary With Generations? Asia Pacific Management Review, 17(4), 437-451.
Lazarus, R. S., (1993). From Psychological Stress to the Emotions：A History of Changing Outlooks. Annual Review of Psychology, 44(1), 1-21.
Lee, G. (2015). Korean emotional laborers' job stressors and relievers: Focus on work conditions and emotional labor properties. Safety and health at work, 6(4), 338-344.
Lee, J. J., Ok, C. M., & Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54, 139-150.
Lowry, D., & Moskos, M. (2006). Ring, ring…why don't you leave me alone?: The impact of the work mobile phone on the work-life balance. Working Paper No.157. Tuscany, Italy: ACREW Conference 2006.
Lundberg, U., & Frankenhaeuser, M. (1999). Stress and workload of men and women in high-ranking positions. Journal of occupational health psychology, 4(2), 142-151.
Lyness, K. S., & Judiesch, M. K. (2014). Gender egalitarianism and work–life balance for managers: Multisource perspectives in 36 countries. Applied Psychology, 63(1), 96-129.
Maslach, C., & Goldberg, J. (1998). Prevention of burnout: New perspectives. Applied and preventive psychology, 7(1), 63-74.
McRae, K., Ochsner, K. N., Mauss, I. B., Gabrieli, J. J., & Gross, J. J. (2008). Gender differences in emotion regulation: An fMRI study of cognitive reappraisal. Group processes & intergroup relations, 11(2), 143-162.
Michel, J. S., Kotrba, L. M., Mitchelson, J. K., Clark, M. A., & Baltes, B. B. (2011). Antecedents of work–family conflict：A meta‐analytic review. Journal of Organizational Behavior, 32(5), 689-725.
Mills, P., Newman, E. F., Cossar, J., & Murray, G. (2015). Emotional maltreatment and disordered eating in adolescents: Testing the mediating role of emotion regulation. Child abuse & neglect, 39, 156-166.
Molino, M., Cortese, C. G., Bakker, A. B., & Ghislieri, C. (2015). Do recovery experiences moderate the relationship between workload and work-family conflict? Career Development International, 20(7), 686-702.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.
Peterson, M. F., Smith, P. B., Akande, A., Ayestaran, S., Bochner, S., Callan, V., ... &; Viedge, C. (1995). Role conflict, ambiguity, and overload: A 21-nation study. Academy of Management Journal, 38(2), 429-452.
Pisani, A. R., Wyman, P. A., Petrova, M., Schmeelk-Cone, K., Goldston, D. B., Xia, Y., & Gould, M. S. (2013). Emotion regulation difficulties, youth–adult relationships, and suicide attempts among high school students in underserved communities. Journal of youth and adolescence, 42(6), 807-820.
Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and emotion, 23(2), 125-154.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37.
Raman, P., Sambasivan, M., & Kumar, N. (2016). Counterproductive work behavior among frontline government employees: Role of personality, emotional intelligence, affectivity, emotional labor, and emotional exhaustion. Revista de Psicología del Trabajo y de las Organizaciones, 32(1), 25-37.
Rapoport, R., & Rapoport, R. N. (1969). The dual career family a variant pattern and social change. Human Relations, 22, 2-30.
Reid, G. B., & Nygren, T. E. (1988). The subjective workload assessment technique: A scaling procedure for measuring mental workload. Advances in psychology, 52, 185-218.
Renshaw, J. R. (1976). An exploration of the dynamics of the overlapping worlds of work and family. Family Process, 15(1), 143-165.
Rivers, S. E., Brackett, M. A., Katulak, N. A., & Salovey, P. (2007). Regulating anger and sadness: An exploration of discrete emotions in emotion regulation. Journal of Happiness Studies, 8(3), 393-427.
Rose, C. L., Murphy, L. B., Byard, L., & Nikzad, K. (2002). The role of the Big Five personality factors in vigilance performance and workload. European Journal of Personality, 16(3), 185-200.
Sanders, M. S., & McCormick, E. J. (1998). Human factors in engineering and design. New York: McGraw-Hill.
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-184.
Searle, B., Bright, J. E., & Bochner, S. (2001). Helping people to sort it out: The role of social support in the job strain model. Work & Stress, 15(4), 328-346.
Sharma, S., Parmar, J. S., & Chauhan, S. S. (2016). Work-related Variables and Work-Life Balance-A Study of Nurses in Government Hospitals of Himachal Pradesh. Productivity, 57(3), 286-292.
Shaw, J. B., & Weekley, J. A. (1985). The effects of objective work-load variations of psychological strain and post-work-load performance. Journal of Management, 11(1), 87-98.
Spagnoli, P., & Balducci, C. (2017). Do high workload and job insecurity predict workplace bullying after organizational change? International Journal of Workplace Health Management, 10(1), 13-24.
Staines, G. L. (1980). Spillover versus compensation: A review of the literature on the relationship between work and nonwork. Human relations, 33(2), 111-129.
Steven AY, P., Thomas, K., & Paula, B. (2008). Achieving work-life balance: Current theoretical and practice issues. Journal of Management & Organization, 14(3), 227-238.
Sturges, J., & Guest, D. (2004). Working to live or living to work? Work/life balance early in the career. Human Resource Management Journal, 14(4), 5-20.
Tavernier, R., & Willoughby, T. (2015). A longitudinal examination of the bidirectional association between sleep problems and social ties at university: The mediating role of emotion regulation. Journal of youth and adolescence, 44(2), 317-330.
Thompson, R. A. (1994). Emotion regulation: A theme in search of definition. Monographs of the Society for Research in Child Development, 59(2¬3), 25-52.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55-73.
Van Sell, M., Brief, A. P., & Schuler, R. S. (1981). Role conflict and role ambiguity: Integration of the literature and directions for future research. Human relations, 34(1), 43-71.
VanMaanen, J., & Kunda, G. (1989). Real feelings：Emotional expression and organizational culture. Research in organizational behavior, 11, 43-103.
Waller, M. J., Gupta, N., & Giambatista, R. C. (2004). Effects of adaptive behaviors and shared mental models on control crew performance. Management Science, 50(11), 1534-1544.
Wang, M. L., & Chang, S. C. (2016). The Impact of Job Involvement on Emotional Labor to Customer-Oriented Behavior: An Empirical Study of Hospital Nurses. Journal of Nursing Research, 24(2), 153-162.
Weiner, J. S. (1982). The measurement of human workload. Ergonomics, 25, 953-965.
Wharton, A. S. (1993). The affective consequences of service work managing emotions on the job. Work and occupations, 20(2), 205-232.
Xia, L. X., Gao, X., Wang, Q., & Hollon, S. D. (2014). The relations between interpersonal self-support traits and emotion regulation strategies: A longitudinal study. Journal of adolescence, 37(6), 779-786.
Zapf, D., Vogt, C., Seifert, C. Mertini, H., & Isic, A. (1999). Emotion work as a source of stress: The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8(3), 371-400.
Zedeck, S., & Mosier, K. (1990). Work in the family and employing organization. American Psychologist, 45, 240–251.
 
三、網路資料
1.工作生活平衡網(2014年12月8日)。工作生活平衡定義。取自https://wlb.mol.gov.tw/Page/Content.aspx?id=464
2. 勞動部(2014年12月31日)。勞動部建置「工作生活平衡網」，協助勞工樂在工作、享受生活! 取自http://www.mol.gov.tw/announcement/27179/16979/
3. 勞動部(2016年10月6日)。我國勞工年工時已逐年下降。取自https://www.mol.gov.tw/announcement/2099/29849/
4. 翁浩然(2017年1月5日)。公寓騎樓堆滿垃圾埋機車 稽查人員取締卻被打。聯合新聞網。取自https://udn.com/news/story/3/2211514