近年來服務業成為已開發國家的主流產業，而服務業員工與顧客接觸頻繁，除銷售產品外，也販售服務態度如微笑、傾聽、貼心、真誠和熱情等，致使會影響到服務態度的員工情感變得不容忽視。故本研究以員工情感的角度切入探討其會如何影響員工認知工作-家庭衝突與幸福感，與過去研究不同之處在於，本研究考慮了正向與負向情感之交互作用，將其合併共分成四大特質情感：高正向高負向（HPAHNA）、高正向低負向（HPALNA）、低正向高負向（LPAHNA）和低正向低負向（LPALNA）討論之。

本研究採便利抽樣方式，研究對象鎖定為服務業之員工，共計發放問卷400份，回收264份，剔除條件不符合及填答不完整之無效問卷11份，經計算後有效問卷共253份，有效回收率為63.25%。本研究以SPSS 12.0與AMOS 16.0 統計套裝軟體工具進行資料分析來檢驗研究假設。本研究提出六個主要研究假設並得到以下結論：負向情感對整體工作-家庭衝突有顯著正向關係，且正、負向情感與幸福感分別具有顯著正、負向關係；此外，不同情感特質組合在工作-家庭衝突與幸福感上皆具有顯著差異；其中高正向情感會緩衝負向情感對幸福感帶來的負面影響；且D型人格特質（LPAHNA）者對工作-家庭衝突及幸福感的預測能力會比其他情感特質組合者要強。

總結之，企業在進行人力資源管理時，應注意員工個人情感特質的差異性，如此一來可更周延瞭解員工人格特質及工作-家庭衝突與幸福感產生之因，以進行有效的管理。

Service industry has become the main industry in the developed countries. Employees who work in service industry have to contact with their customers more often than other industries, therefore, their service attitude are very important. Since scholars discovered that the affectivity of employees could have a huge affect toward their service attitude, employers nowadays should pay more attention to it. This study elucidated the relationships among positive affectivity(PA), negative affectivity(NA), work-family conflict(WFC) and well-being, furthermore, the difference between this study and previous studies is: this study take the interaction between both affectivity dimensions into consideration.

This study used questionnaire survey method. The subjects of this study were employees who work in service industry in Taiwan. A total of 253 responses were obtained. The hypothesized relationships were tested by using multiple regression and one-way ANOVA analysis. The results indicated that: (1) NA was positively related to WFC, (2) PA and NA were positively and negatively related to well-being respectively, (3) the four combinations of PA and NA had significant difference in WFC and well-being, (4) PA could reduce the negative effect of NA on well-being (5) The predictive ability of type D personalities (LPALNA) on WFC and well-being are stronger than other three combinations.

These finding elucidate the role of dispositional affect in organizational research, and also emphasizes that the interaction between PA and NA should be included when studying how affect relates to work-related outcome variables.

中文摘要......................................I
Abstract.....................................II
誌謝.........................................III
表目錄........................................V
圖目錄........................................VI
第一章 緒論....................................1
第一節 研究背景.................................1
第二節 研究動機.................................3
第三節 研究目的.................................5
第四節 研究流程.................................6
第二章 文獻探討.................................7
第一節 情感.....................................7
第二節 工作-家庭衝突............................13
第三節 幸福感..................................16
第四節 正負向情感與工作-家庭衝突、幸福感的綜合討論..20
第三章 研究方法.................................23
第一節 研究架構與假說............................23
第二節 研究變項之操作型定義與測量工具..............27
第三節 問卷設計與前測............................31
第四節 研究對象與樣本特徵.........................35
第五節 資料分析方法..............................38
第四章、研究結果與分析............................39
第一節 敘述性統計分析.............................39
第二節 相關分析..................................41
第三節 假設驗證..................................43
第五節 假設檢定結論...............................50
第伍章 研究結論與建議.............................52
第一節 研究結論..................................52
參考文獻........................................61
附錄............................................73

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