一、中文部分
蔡秀玲與楊智馨(1999)。情緒管理。台北：楊智。
應立志與鍾燕宜(2000)。整合分析方法與應用。台北：
華泰。
吳宗祐、徐瑋伶與鄭伯壎（2002）。怒不可遏或忍氣吞聲：
華人企業主管威權領導與部屬憤怒反應。本土心理
學研究，18，3-49。
吳宗祐與鄭伯壎(2003)。組織情緒研究之回顧與前瞻。應
用心理研究(19)，137-173。
彭台光、高月慈與林鉦棽(2006)。管理研究中的共同方
法變異：問題本質、影響、測試和補救。管理學
報，23(1)，77-98。
吳宗祐與鄭伯壎(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
論的觀點。管理學報，23(5)，581-599。
吳宗祐與鄭伯壎(2006)。工作投入、調節他人情緒能力與
情緒勞動之交互作用對情緒耗竭的預測效果。中華心
理學刊，48(1)，69-87。
林財丁(1990)。業務人員特質及徵選評量表之研究。東海學報，31，399-410。
林尚平與陳敦生(1996)。情緒勞務與人力資源管理方案關
係之研究—以臺灣境內航空業為例。國立雲林技術學
院學報，5(2)，65-72。
林少龍、歐瑋欣與陳曉天(2006)。外向性對員工正面情感
傳遞之影響：情緒勞動之角色。Asian Journal of
Management and Humanity Sciences，1(3), 453-469。
林榮春(1998)。靜坐對企業員工情緒管理與人際關係之影
響。國立政治大學企業管理學系博士論文，未出版，
台北。
高佳伶(2001)。銀行行員情緒勞務負荷、影響因素與結果
之研究。國立中正大學勞工研究所碩士論文，未出
版，嘉義。
王蕾雅(2007)。人格特質、情緒管理方式與工作倦怠關係
之研究─以百貨公司化妝品專櫃人員為例。國立中山
大學人力資源管理研究所碩士論文，未出版，高雄。
滿莉芳(2003)。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。靜宜大學企
業管理學系碩士論文，未出版，台中。
陳沁怡、陳斐娟、謝碧玲民(1998)。成人與企業員工「情
緒智力」「EQ」的內容測量暨其與組織壓力變項之關
聯性研究
陳怡安(1998)。遊樂事業高情緒勞務工作者情緒規則與
社會化歷程之研究－以劍湖山世界為例。國立雲林科
技大學企業管理學系碩士論文，未出版，雲林。
陳妍辰(2003)。情緒勞務、工作特性、工作滿足與組織公
民行為之相關性研究。義守大學管理科學學系碩士論
文，未出版，高雄。
陳琬真(2005)。以後設分析探討顧客貢獻價值、關係品質
及顧客忠誠度之關聯性。國立清華大學科技管理學系
碩士論文，未出版，新竹。
劉志鵬(1995)。國民小學教師參與決定、組織承諾與組織
效能關係之研究。國立新竹師範學院初等教育研究所
碩士論文，未出版，新竹。
鄔佩君（2003）。第一線服務人員之情緒勞動的影響因素
與其結果之關係：以銀行行員為例。國立政治大學心
理學系碩士論文，未出版，台北。
謝光俊(2004)。人格特質、工作特性與情緒勞務負荷、工
作滿意及顧客服務品質感受之關聯性研究¾以中華電
信為例。國立臺灣海洋大學航運管理學系碩士論文，
未出版，台北。
賴靜儀(2008)。就業服務員之情緒失調與情緒耗竭之研究
─以情緒勞務、情緒偏離為中介變項。國立彰化師範
大學復健諮商研究所碩士論文，未出版，彰化。
張羽琦(2009)。員工情緒勞務與顧客導向影響因素之研究
─以台北市綜合旅行社為例。國立東華大學企業管理
學系碩士論文，未出版，台東。
二、英文部分
Abraham, R. (1998). Emotional Dissonance in
Organisations: Antecedents, Consequences
and Moderators, Genetic. Social and General
Psychology Monographs, 124, 229-246.
Adelmann ,P. K. (1989).Emotional labor and employee
well Being. Unpublished doctoral dissertation, University of Michigan, Ann Arbor.
Alison, M., &; Susan M. G. (2011). Research methods in second language acquisition: A practical guide. Wiley-Blackwell.
Ashforth, B. E., &; Humphrey, R. H.(1993). Emotional
Labor in Service Roles: The Influence of Identity.
Academy of Management Review, 18(1), 88-115.
Banks, G. C., Kepes, S., &; McDaniel, M. A. (2012). Publication Bias: A call for improved meta-analytic practice in the organizational sciences. International Journal of Selection and Assessment, 20(2), 182–196.
Barrick, M. R., &; Mount M. K. (1991). The big five personality dimensions and job performance: A meta–analysis. Personnel Psychology, 44, 1-26.
Beck, C. T. (1999). Maternal depression and child
behavior problems: a meta-analysis. Journal of
Advanced Nursing, 29(3),623-629.
Blau, P.(1964). Exchange and power in social life. New
York: Wiley.
Brotheridge, C. M., &; Grandey, A. A. (2002). Emotional
labor and burnout: Compaing two perspectives of
people work. Journal of Vacational Behavior, 60(1),
17-39.
Brotheridge, C. M., &; Lee, R. T. (2002). Testing a
conservation of resources model of the dynamics of
emotional labor. Journal of Occupational Health
Psychology,7(1), 57-67.
Brotheridge, C. M., &; Lee, R. T. (2003). Development and
validation of the emotional labour scale. Journal of
Occupational and Organizational Psychology, 76,
365-379.
Bono, J. E., &; Vey, M. A.(2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C.E. Hartel, W.J. Zerb , &; N. M. Ashkanasy(Eds.), Emotions in organizational behavior. NJ: Lawerence Erlbaum.
Burke, R. J., &; Richardsen,A. M. (2001).Psychological burnout in organizational: Research and intervention In R. T. Golembiewski(ed). Handbook of organization behavior. New York :Marcel Dekker.
Chiaburu, D. S., Oh, I. S., Berry, C. M., Li, N., &; Gardner, R. G.(2011). The five-factor model of personality traits and organizational citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 96(6), 1140-1166.
Connolly, J. J., &; Viswesvaran, C. (2000). The role of
affectivity in job satisfaction: A meta-analysis.
Personality and Individual Differences, 29(2),
265-281.
Costa, P. T., Jr., &; McCrae, R. R. (1992). Normal
personality assessment in clinical practice: The NEO
Personality Inventory. Psychological Assessment, 4,
5-13.
Copranzano R, Weiss HM ,&; Elias SM (2004). The Impact
of Display Rules and Emotional Labor on Psychological Well-Being at Work. In PL Perrewe and DC Ganster (eds).Emotional and Physiological Processes and Positive Intervention Strategies 3, 45-89.
Diefendorff, J. M., Croyle M. H., &; Grosserand, R. H.
(2005). The dimensionality and antecedents of
emotional labor strategies. Journal of Vocational
Behavior, 66, 339-357.
Diefendorff, J. M., &; R. H. Gosserand (2003).
Understanding the emotional labor process: A control
theory perspective. Journal of Organizational
Behavior, 24(8), 945-959.
Diefendorff, J. M., &; Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88 (2), 284-294.
Dessler, G (2003). Human resource management. Upper
Saddle River,N.J.:Prentice Hall.
Demerouti, E., Bakker, A. B., Nachreiner, F.,＆Schaufeli,
W. B. (2001). The job demands-resources model of
burnout. Journal of Applied Psychology, 86(3),
499-512.
Demerouti E., Bakker, A.B., Nachreiner, F., &; Schaufeli,
W.B. (2001). The Job Demands-Resources model of
burnout. Journal of Applied Psychology, 86, 499-512.
Domagalski,T.A(1999).Emotion in organization :Main
Currents.Human Relatuons,52(6).
Ekman, P. (1973). Cross-cultural studies of facial expressions. In P. Ekman (Ed.), Darwin and facial expression. New York: Academic Press.
Ekman, P., &; Friesen, W. V. (1969). The repertoire of nonverbal behavior: categories, origins, usage, and coding. Semiolica, 1, 49-98.
ElizabethJ.Austin,TimothyC.P.Dore,&;KatharineM.O’Donovan(2008).Associations of personality and emotional intelligence with display rule perceptions and emotional labour.Personality and Individual Differences - PERS INDIV DIFFER, 44(3), 679-688.
Fineman,S.(1993a).Organizationa as emotional
arenas.In S.Fineman(Ed),emotion in
organizatiob,9-35.Newbury Park,CA:Sage.
Fineman,S.(1996).Emotion and Organizing .In S.R.Clegg
and C.Hardy(Eds),Studying.
Gakovic, A., &; Tetrick, L. E. (2003). Perceived organizational support and work status: A comparison of the employment relationships of part-time and full-time employees attending university classes. Journal of Organizational Behavior, 24(5), 649–666.
Glass G. Primary(1976).Secondary, and meta-analysis of
research. Educational Researcher, 10, 3–8.
Glomb, T. M., &; M. J. Tews (2004).Emotional labor: A
conceptualization and scale development. Journal of
Vocational Behavior, 64(1), 1-23.
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 Deer-rated Service
Delivery. Academy of Management Journal, 46(1),
86-96.
Grandey,A.A., Dickter, D.N.,&; Sin,H.(2004). The
customer is not always right: Customer aggression and
emotion regulation of service employees. Journal of
Organizational Behavior , 25, 397-418.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., &; Sideman, L. A. (2005). Is service with a smile enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96, 38-55.
Gross, J. J. (1998). Antecedent- and response-focused
emotion regulation: Divergent consequences for
experience, expression, and physiology.Journal of
Personality and Social Psychology, 74(1), 224-237.
Goleman, D. P. (1995). Emotional Intelligence: Why It
Can Matter More Than IQ for Character, Health and
Lifelong Achievement. Bantam Books, New York.
Goleman, D. (1998). Emotional Intelligence That Lead to
Success , 2, 9-42
Guilford, J. P. (1959). Traits of creativity. In H. H.
Anderson (Ed.). Creativity and its cultivation. New
York: Harper &; Row.
Hackman, J. R., &; Lawler, E. E. (1971). Employee reactions to job characteristics. Journal of Applied Psychology Monograph, 55(1), 259-286.
Hackman, J. R.,&; G. R. Oldham (1975). Development of
the Job Diagnostic Survey. Journal of Applied
Psychology, 60(2), 159-170.
Harrison, L. L.,&; P. McWilliams (1996). Pulling It all
Together: The Importance of Integrative Research
Reviews and Meta-analyses in Nursing. Journal of
Advanced Nursing , 24(2), 224-225.
Härtel, C. E. J., W. J. Zerbe, et al. (2005).Emotions in Organizational Behavior.
Hochschild, A. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
Hoekstra, S. M., &; C. E. Lucas (1993). A comparison of the
gastric bypass and the gastric wrap for morbid
obesity. Journal of the American Dietetic
Association, 93(8), 944.
Hoffman, Douglas K., &; Thomas N. Ingram. (1991). Creating Customer-Oriented Employees: The Case in HomeHealth Care. Journal of Human Capacty Management, 11, 2, 24-32.
Hűlsheger, U. R., &; Schewe, A. F.(2011). On the costs
and benefits of emotional labor: A meta-analysis of
three decades of research. Journal of Occupational
Health Psychology, 16, 361-389.
Hunter, J. E., &; Schmidt, F.L.(2004). Methods of meta-analysis: Correcting error and bias in research findings (2nd ed). Thousand Oaks, CA: Sage.
Hurley, R. F.(1998).Customer service behavior in retail
settings: A study of the effect of service provider
personality. Academy of Marketing Science, 26(2),
115-127.
Magee, G., Bilous, R., Cardwell, C., Hunter, S., Kee, F., &; Fogarty, D. (2009). Is hyperfiltration associated with the future risk of developing diabetic nephropathy? A meta-analysis. Diabetologia, 52(4), 691–697.
Mayer, J. D., &; Salovey, P. (1997).What is emotional intelligence? In P. Salovey &; D. J. Sluyter (Eds.), Emotional development and emotional intelligence , 3-31, NY:Basic Books.
Marsh, H. W. (1991). The failure of high ability high
schools to deliver academic benefits: The importance
of academic self-concept and educational aspirations.
American Educational Research Journal, 28,
445-480.
Morris, J. A., &; D. C. Feldman (1996). The Dimensions,
Antecedents, and Consequences of Emotional
Labor. Academy of Management Review, 21(4), 986-1010.
Morris, J. A., &; Feldman,D. C.(1997). Managing emotions in the workplace. Journal of Managerial, 9, 257-274.
Johnson, H.-A. M., &; Spector, P. E. (2007). Service with a
smile: Do emotional intelligence, gender, and
autonomy moderate the emotional labor process?
Journal of Occupational Health Psychology, 12(4),
319-333.
Judge TA, Higgins CA, Thoresen JC,&; Barrick RM (1999).
The Big Five personality traits, general mental ability
and career success across the life span. Personal
Psychological, 52, 621-652.
Kanter,M.(1968). Commitment and society organization: A
study of commitment meohanisms in auatopian
commitment. America Sociological Review,33.499
Kenneth, S. Law, Chi-Sun Wong,&; Lynda J.
Song.(2004).The Construct and Criyerion Validity of
Emotional Intelligence and Its Potential Utility for
Management Studies. Jounal of Applied Psychology,
89(3), 483-496.
Kiggundu, M. N.(1981).Task interdependence and the theory of job design. Academy of Management Review, 6(3), 499-508.
Kraemer, H. C., &; Andrew, G. (1982), A nonparametric technique for meta-analysis effect size calculation, Psychological bulletin, 91, 404-412.
Kruml, S. M., &; Geddes, D. (2000). Exploring the
dimensions of emotional labor: The heart of
Hochschild’s work.Management Communication
Quarterly,14, 8-49.
Law, K.S., W. H. Mobley, &; C.S. Wong. (2002). Impression
Management and Faking in Biodata Scores Among
Chinese Job Seekers. Asia Pacific Journal of
Management, 19, 541-556.
Porter, L. W., Steers, R. M., Mowday, R. T., &; Boulian, P. V. (1974).Organizational Commitment, Job Satisfaction, and Turnover among Psychiatric Technicians.Journal of Applied Psychology, 59(5), 603-609.
Rafaeli, A., &; R. I. Sutton (1987). Expression of Emotion
as Part of the Work Role. Academy of Management
Review, 12(1), 23-37.
Rafaeli, A. (1989a).When clerks meet customers: A test of
variables related to emotional expressions on the
job. Journal of Applied Psychology, 74(3), 385-393.
Rafaeli, A., &; R. I. Sutton (1990). Busy stores and
demanding customers: How do they affect the display
of positive emotion? Academy of Management
Journal, 33(3), 623-637.
Robbins, S. p. (1994).Organizational Behavior, Englewood Cliff, NJ: Prentice-Hall Inc, 976-982
Roedel, R. R., &; Nystrom, P. C. (1998). Nursing jobs and
satisfaction. Nursing Management, 19, 34-40.
Rupp, D. E., &; Spencer, S. (2006).When
customers lash out: The effects of customer
interactional injustice on emotional labor and
the mediating role of discrete emotions,
Journal of Applied Psychology, 91(4), 971-978.
Salovey, P. &; Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition, and Personality, 9, 185-211.
Scherer, K. R. (1997). The role of culture in emotion-antecedent appraisal. Journal of Personality
and Social Psychology, 73(5), 902-922.
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, 163–183.
Seashore, S. E., &; Taber, J.D.(1975).Job satisfaction
indicators and their correlations. American Benavior
Scientists, 18, 333-368
Sjoberg, L, G. Olsson, &; F. Salay. (1983). Cathectic
orientation, goal setting and mood. Journal of
Personality Assessment, 47, 307-313.
Spencer, L. M., &; Spencer, S. M. (1993). Competence at work: Models for superior performance. New York: John Wiley &; Sons.
Stamper, C. L., &; Dyne, L. V. (2001). Work status and organizational citizenship behavior: A field study of restaurant employees. Journal of Organizational Behavior, 22(5), 517–536.
Stanton,W. J., Etzel,M. J., &; Walker, B. J.(1991).
Fundamentals of Marketing.(9th ed).New York :McGrew Hill.
Sutton,R. I., &; Rafaeli, A.(1998).Untangling the relationship between displayed emotions and
organizational sales: The case of convenience
stores. Academy of Management Journal ,31(3),
461-487.
Sutton,R.J(1991).Maintaining norms about expressed
emotions:The case of bill collectors. Administrattive
Science Quarterly, 36, 254-268.
Tan, H. H., Foo, M. D., Chong, C. L., &; Ng, R. (2003).
Situational and dispositional predictors of display of
positive emotions. Journal of Organizational
Behavior, 24(8), 961-978.
Tett, R. P. and H. A. Guterman.(2000). Situation trait
relevance, trait expression, and cross-situational
consistency: Testing a principle of trait activation.
Journal of Research in Personality ,34(4), 397-423.
Thoresen, C. J., Bliese, P. D., Bradley, J. C., &; Thoresen,
J. D.(2004). The Big Five personality traits and
individual job performance growth trajectories in
maintenance and transitional job stages. Journal of
Applied Psychology, 89(5), 835-853.
Tokar, D. M., Fischer, A. R., &; Subich, L. M. (1998).
Personality and vocational behavior: A selective
review of the literature, 1993-1997. Journal of
Vocational Behavior, 53, 115-153.
Turner, A. N., &; Lawrence, P. R. (1965). Industrial jobs and the worker. Boston: Harvard University, Division of Research.
Van Dyne, L., &; Ang, S. (1998). Organizational citizenship behavior of contingent workers in Singapore. Academy of Management Journal, 41(6), 692–703.
Van Dijk, P.A. &; Kirk-Brown, A. (2006a). Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. Journal of Management &; Organization, 12, 101-115.
Weick, K. (1979). The social psychology of organizing (2nd Ed). Reading, MA: Addison-Wesley Publishing Company.
Wiener, Y.(1982). Commitment in Organizations: A
Normative View. Academy of Management Review,
7(3), 418-428.
Wilson, D. B.,&; M. W. Lipsey (2001). The role of method
in treatment effectiveness research: Evidence from
meta-analysis. Psychological Methods, 6(4), 413-429.
Watson, D. (2000). Mood and temperament. New York, USA: Guilford Press.
Wharton, A. S. (1993). The affective consequences of
service work: Managing emotions on the job.
Work and Occupations, 20(2), 205–232.
Whetten, D. A. (1989). What constitutes a theoretical
contribution? The Academy of Management Review, 14(4), 490–495.
Zapf, D. (2002). Emotion work and psychological well-being, a review of the literature and some conceptual consideration. Human Resource Management Review, 12, 237-268.
Zapf, D., &; M. Holz (2006). On the positive and negative
effects of emotion work in organizations. European
Journal of Work and Organizational Psychology,
15(1), 1-28.