參考文獻
一.中文部份
1.朱少麟(1996)。傷心咖啡店之歌。臺北：九歌。頁368-369。
2.何恆東（2004）。運動健身俱樂部服務品質評級模式建構之研究，國立台灣體
育學院休閒運動管理研究所碩士論文。
3.李晉男（2002）。台南科學工業園區高科技研發人員工作壓力、因應方式與職業
倦怠之研究。國立高雄師範大學工業科技教育學系碩士論文。
4.沈呂百(1996)。你今天工作的心情好不好？：廣告人的情緒手冊。臺北：滾石。
5.林尚平(2000)。組織情緒勞務負擔量表之發展。中山管理評論，第三卷，第八期，頁427-447。
6.林尚平(2002)。情緒勞務構面與專業倦怠、自評績效及人力資源管理方案期望之
關聯性研究—以某一遊樂事業組織為例。科技學刊，第十一卷，第三期，頁205-218。
7.林育璋（2003）。台中 20 號倉庫服務品質與參觀者滿意度之研究。大葉大學休
閒事業管理學系碩士論文。
8.林宛瑩(2005)探討員工自尊、情緒勞務負荷及蠻橫顧客對服務破壞之影響-以
第一線護理人員為例，國立嘉義大學行銷管理研究所碩士論文。
9.林清山（1998）。教育心理學－認知取向。台北:遠流。
10.林義屏、黃俊英、董玉娟(2004)。市場導向、組織學習、組織創新與組織績
效間關係之研究。管理評論，第二十三卷，第一期，頁104-127。
11.林鉦棽(2003)。以組織承諾及工作滿足為實徵切入分析組織公民行為與員工
工作績效之結構模式比較。人力資源管理學報，第三卷，第二期，頁93-113。
12.柯宜君(2000)。消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之
影響 -於三種有形性比重不同服務業之比較，國立政治大學/企業管理學系碩士論文
13.洪順慶、沈經洪(2003)。市場驅動的組學習與新產品成功之關係控討管理學報，第二十卷，第三期，頁515-545。
14.邱國銘(2000)。銀行行員的壓力源、工作倦怠與工作態度與工作態度之研究，
國立中山大學人力資源管理研究所碩士論文。
15.梁素君(2002)。工作倦怠與職場偏差行為關係之研究，文化大學國企所博士論文。
16.張曉春(1983)。「專業人員工作疲乏研究模型以社會工作員為例」，第二十
一卷，第一期，頁P66-69。
17.張曉毓（1998）。情緒勞務，組織行為結果與人力資源管理方案之研究。---
18.陳妍辰（ 2003）。情緒勞務、工作特性、工作滿足與組織公民行為之相關研
究， 義守大學管理研究所碩士論文。
19.黃臺生。「工作倦怠相關理論探述」，中華行政，2001 年，9 月，頁37-68
20.楊宗明、周怡君(1997) 。顧客滿意度調查－大大鞋業的個案研究，品質學報
第四卷，第二期，頁149-163。
21.楊馥菱（1998）。情緒勞務工作者的社會支持，自我調控與工作表現之相關研
究。靜宜大學企業管理學系碩士論文。
22.廖相如（2003）。(桃竹苗四縣市國民小學教師成就動機、制握信念與工作倦
怠關係之研究)。國立新竹師範學院國民教育研究所碩士論文。
23.劉崇義（2001）。「顧客滿意之研究-以壽險業為例」，中原大學企業管理研究所未出版碩士論文。
24.謝光俊(2003)。人格特質、工作特性與情緒勞務負荷、工作滿意及顧客服務
質感受之關聯性研究以中華電信為例。國立海洋大學航運管理技術研究所碩
士論文。
25.陳順宇(2000)。多變量分析，台北：華泰。
26.陳德宗(2004)學校人事人員的角色期望,角色壓力,角色踐行,組織承諾與工
作倦怠之關聯性研究—以嘉義縣市高中職國中國小為例,南華大學管科所碩士研究論文
27.蔡金田（1998）。(國民小學啟智班教師工作壓力與職業倦怠之關係)。教育
研究資訊，第六卷，第六期，P69-87。
28.鄭皓文(2001) 。台灣地區本國銀行網站之服務品質衡量研究，國立中山大學企業管理研究所碩士論文。
29.鄭伯壎、姜定宇、鄭弘岳(2003)。組織行為研究在台灣三十年回顧與展望。
桂冠圖書。
30.戴秀卿（2003）。 醫院員工的情緒勞務負荷與顧客行為導向之關係研究，
國立中山大學人力資源管理研究所在職專班碩士論文。
31.顏耀南（2002）。教師職業倦怠相關變項之後設分析研究。國立中正大學教育研究所碩士論文。
二.英文部分
1.Abraham, R.(1998) “Emotional dissonance in organizations: Antecedents,consequences, and moderators”. Genetic, Social, and General Psychology Monographs,124(2), pp.229–246.
2.Adelmann, P. K.(1989).“Emotional labor and employee well-being”,Unpublished doctoral dissertation, University of Michigan.
3.Anderson, J. C. and D.W.Gerbing.(1994).“Structural Equation Modeling in Practice”,:A Review and Recommended Two-Step Approach, Psych ology Bulletin,103,(3),pp.411-423.
4.Anderson, E. W., C. Fornell and Lehmann, D. R.(1994),“Customer Satisfaction, Market Share, and Profitability”: Findings From Sweden
5.Ashforth, B. E. and R. H. Humphrey.(1993).“Emotional labor in service roles: The influence of identity”, Academy of Management Review , 18(1), pp.88-115.
6.Best,R.G. , R.G. Downey, and R.G Jones, (1997), “ Incumbent Perceptions of emotional work requirements”, paper presented at the 12th annual conference of the Society for industrial Organizational Psychology,St Louis,Mo,April
7.Bitner, M. J., B. H. Booms, and M. S. Tetreault,(1990),
“Theservice encounter:Diagnosing favorable and unfavorable incidents,”Journal of Marketing,54(January), pp.71-84.
8.Bowen, D. E.(1990).“Interdisciplinary study of service: Some progress, some prospects. ” Journal of Business Research, 20(1), pp.71-79.
9.Boles, J. S., D. H.Dean, J. M. Ricks, J. C.Short, and G. P. Wang. (2000) “The dimensionality of the Maslach Burnout Inventory across small business owners and educators,”Journal of Voca-tional Behavior, 56 (1),pp.12-34.
10.Bowen, D. E.and B. Schneider.(1985). “Boundary-spanning-role employees and the service encounter”: Some guidelines for-87-guest management and research. New York:Lexington Books,pp.127-147.
11.Brotheridge, C. M.(1999).“Unwrapping the black box”: A test of why emotional labour maylead to emotional exhaustion. In D. Miller (Ed.), Proceedings of the Administrative Sciences Association of Canada (Organizational Behaviour Division) (pp.11–20). Saint John, New Brunswick.
12.Brotheridge C. M.; T. Lee.(Sep 2003) “Development and validation of the Emotional Labour Scale”Journal of Occupational and Organizational Psychology; Sep 2003; 76, ABI/INFORM Global,pp.365
13.Brotheridge C. M and A. Alicia Grandey.(2002) “Emotional Labor and Burnout: Comparing Two Perspectivesof People Work” Journal of Vocational Behavior 60, pp.17–39
14.Burke, R. J., and E. R.Greenglass, and Schwarzer, R. (1996),“Predicting Teacher Burnout over time: Effects of work stress, social support, and self-doubts on burnout and its consequences,” Anxiety Stress and Coping,9(3),pp.261-275.
15.Carroll, J. X., and W. White.(1982). “Theory Building: IntegrationIndividual and Environmental Factors within an Ecological Framework.”In W. S. Paine(ed.) Job Sress and Burnout . Beverly Hills, CA: Sage Public ations, pp.44.
16. Cordes, C. L., and T. W. Dougherty.(1993). “A review and an integration of research on job burnout.”Academy of Management Review,18(4), pp.621–656.
17. Cordes, C., T .Dougherty and ,Blum, M.(1997). “Patters of burnout among managers and professionals:A comparison of models.” Journal of Organizational Behavior, 18, pp.685-701.
18. Czepiel, J. A., M . Solomon,.,and C. Surprenant, (Eds.).(1985). “The service encounter”Managing employee/customer interaction.In the service businesses pp.3-15.
19.Erickson, R. J., and A. S. Wharton, (1997).“Inauthenticity
and depression: Assessing the consequences of interactive service work.”Work and Occupations, 24(2), pp.188–213.
20.Freudenberger, H . J.(1974) “Staff burnout . ” Journal of Social Issues”,30, pp.159-165 .
21.Gaines,J. and J. M. Jermier.(1983)“Emotional exhaustion in a highstressorganization,”Academy of Management Journal, 26(4),
pp.567-586.
22.Hayduk, L.A.(1996), “LISREL Issues”,Debates and Strategies. Baltimore:Johns Hopkins University.
23.Haywood, F. J.（1988）.“A Conceptual Model of Service Quality.”Industrial Journal of Production Management(6),pp.19-29.
24.Heifetz ,L. J., and Jr.H. A. Bersani, (1983), “Disrrupting the Cyberneticsof Personal Growth:Toward a Unified Theory of Burnout.”In B.A. Farber(ed.),Stress and Burnout in the Human Service Professions .NewYork:Pergamon Press, pp.52.
25.Hochschild, A. R.(1983) “The managed heart. Berkely”, CA: University of Califirnia Press. Harrison, W. D, A Social Competence
26.Hochschild, A. R.(1979).“Emotion work, feeling rules, and social structure. ”American Journal of Sociology, 85(3): pp.551-575.
27.Hochschild, A. R.(1983). “The managed heart. Berkely, CA”
:University of Califirnia Press. Harrison, W. D.
28.Hsieh and Hsieh.(2001);“Enhancement of service quality with job standardization;”The Service Industries Journal; Jul 2001;21(3); ABI/INFORM Global ,pp.147
29.Juran, J. M.(1986), “Universal Approach to Managing for Quality” Quality Process ,(19), pp.10-24.
30.Jackson, S. E., and M. P. Leiter.(1996). “Maslach Burnout Inventory manual (3rd ed.). ”Palo Alto, CA: Consulting Psychologists Press.
31.Jones, G. R.(1983).“Organizational socialization as information processing activity: ”A life history analysis. Human organization, (42): pp.314-320.
32.Johnson,A,M.(1992) “The Programs contribution to quality,sales And Marketing Management.”New York,(l143)
;pp.91.
33.Johnson, N. Disaster.(1992): “The Great Storm Of ’82.”Marin Independent Jourmal, pp.1.
34. Leidner,R.(1999).“Emotional labor in servicework. In R. J. Steinberg and D.M. Figart (Eds.)”, The annals of the American Academy of Political and Social Science (pp.81–95).
35. Leiter, M. P. (1988).“Burnout as function of communication patterns:A study of a multidisciplinary mental health team.” Group &Organization Studies, 13 (1), pp.111-128.
36.Maslach, C. (1978). “ The client role in staff burn-out.” Journal of Social Issues, 34(4), pp.111–124.
37.Maslach, C.（1982）. “ Burnout: The Case of Caring. ”New York: Prentice Hall.
38.Maslach, C. (1982),“Understanding Burnout: Definitional Issues in Analyzing a Complex Phenomenon,” In Job stress and burnouted. W. S. Paine . (1982): pp.29-40.
39.Martin, R. P.(1983), “An Analytic Study of the Burnout Syndrom as it Occurs among Parachurch Professionals.”Doctoral Dissertation
40.Maslach, C., and S. E. Jackson, (1984). “Patterns of burnout among a national sample of public contact workers. ” Journal of Health and Human Resources Administration, 7, pp.189–212.
41.Maslach, C., and S. E. Jackson.(1986),“Maslach Burnout Inventory”,Palo Alto, CA: Consulting Psychologists Press .1986.
42.Maslach, C., and S. E. Jackson.(1986).“ Maslach Burnout Inventory manual (2nd ed.). ” Palo Alto, CA:Consulting Psychologists Press. Maslach, C.
43.Maslach, C.(1993), “Burnout：A multidimentional perspective,”In W. B. Schaufeli, C. Maslach, and T. Marek (Eds.), Professional burnout：Recent developments in theory and research, Washington DC：Taylor and Francis.1993, pp.19-32
44.Maslach, C., and S. E. Jackson.(1996) “ Maslach Burnout Inventory manual (2nd ed.). ” Palo Alto, CA:Consulting Psychologists Press. Maslach, C.
45.Maslach, C, and J.Goldberg,(1998 ) “ Prevention of burnout: New per–spectives,”Applied and Preventive Psychology, 7(1), 1998, pp.63-74.
46.Maslach, C., and D. Leiter.(1998). “ The truth about burnout: How organizations cause personal stress and what to do about it. ”San Francisco: Jossey–Bass.
47.Morris, J. A., and D. C. Feldman.(1996).“The dimensions, antecedents, andconsequences of emotional labor”.Academy of Management Review, 21(4): pp.986-1010.
48.Morris, J. A.,and D.C. Feldman .(1997).“Managing emotions in the workplace. ” Journal of Managerial Issues, 9(3), pp.257-274.
49.Pines, A. M.(1982), “Changing Organizations : Is a Work Environment without Burnout an Impossible Goal?in W.S. Paine(ed.), Job Stress and Burnout ”:Research, Theory, and Intervention Perspectives . Beverly Hills,CA: Sage Publications, pp.192.
50. Pines, A. M.(1993)“A Burnout Workshop：Design and Rationale, in R. T.Golembiewski,”Hanbdook of Organizational Consultation, New York：Marcel Dekker .(1993), pp.605-613.
51.Pugliesi, K.(1999). “The consequences of emotional labor: Effects on work stress,job satisfaction,and well-being.”Motivation and Emotion,23(2),
pp.125–154.
52.Pugliesi, K., and S. Shook, (1997). “Gender, jobs, and emotional labor in a complex organization.” Social Perspectives on Emotion, (4), pp.283–316.
53 Rafaeli, A. (1989). “When cashiers meet customers:An analysis of the role of supermarket cashiers.”Academy of Management Journal,32(1), pp.245-273
54.Robert, K. and K. Angelo.(2001). Organizational Behavior, 5e.
55.Sasser, W. E. Olsen,R.p and D.D. Wyckoff, (1978),“management of Service Operations;Text and Cases”,Bosyon;Allv and Bacon Tichy Ulrich(1984), Organizational Behavior and the Practical of Management, (5ed.), Scott: Foresman and Company.
56.Schaufeli, W. B and D. Enzmann. (1998), “The Burnout companion to Study and Research; ”A Critical Analysis,Taylor and Francis, London.
57.Smith, III, A. C., and S. Kleinman, (1989). “Managing emotions in medical school: Students’ contacts with the living and the dead. ” Social Psychology Quarterly,( 52), pp.56-69.
58.Tax, S.S., Brown, S.W.(1998), “Recovering and Learning from Service Failure,” Sloan Management Review ,(Fall）, pp.75-88.
59.Tolich, M. B. (1993). “Alienating and liberating emotions at work: Supermarket clerks’ performance of customer service. ” Journal of Contemporary Ethnography, 22(3), pp.361–381.
60.Van Maanen, J., and G.Kunda, (1989) “Real feelings:emotional expression and organizational culture.In L.L. ” Cummings & B.M. Staw(Eds.), Research in organizational behavior, 11, pp.43-103.
61. Weiner, Bemard, Dan, Russell, and D.Leman, (1978), “The Cognition-Emotion Process in Achievement-Related Contexts.” Journal of Personality and Social Psychology,97(1), pp.74-84 .
62.Wharton, A. S., and R. J. Erickson.(1993).“Managing emotions on the job at home: understanding the consequences of multiple emotional roles.”Academy of Management Review, (18), pp.457-487.
63.Zerbe, W. J., D.Dobni , and G. H. Harel. (1998).“Promoting Employee Service behaviour: The role of perceptions of human resource management Practices and service culture. ”Canadian Journal of Administrative Science, 15(2), pp.165-179.