過去針對情緒勞務的研究, 較少從員工本身出發，探討個人的認知特質是否會影響到情緒勞務的後果變項。本研究透過反事實思維去探討，並且推論自我參照-向上的反事實思維會調節情緒勞務對於自尊、負向情緒以及工作績效的效果。另外本研究也提出了一個中介式調節模式，並在研究中獲得了部份支持。針對235位連鎖咖啡店員工施測後發現：淺層展演與自尊有顯著的負相關、與負向情緒有顯著的正相關；深層展演與自尊有顯著的正相關、與負向情緒有顯著的負相關；工作績效與自尊有顯著的正相關、與負向情緒有顯著的負相關，並且自尊與負向情緒在情緒勞務到工作績效的中介角色也獲得了驗證。另外，自我參照-向上反事實思維會弱化了深層展演與自尊的正向關係、深層展演與負向情緒的負向關係, 以及深層展演與工作績效的正向關係，而其中自我參照-向上反事實思維對於淺層展演沒有任何的顯著的調節效果。另外，深層展演與自我參照-向上反事實思維的交互作用會透過負向情緒與自尊的部分中介間接影響工作績效。

摘要………………………………………………………3
第一章 研究動機與背景 5
一、 研究動機：情緒勞務是服務成功的關鍵 5
二、 研究背景：情緒勞務的研究缺口 5
三、 研究目的：情緒及認知取向來探討正負面影響 7
第二章 文獻回顧 9
第一節 情緒勞務的重要性 9
服務業：大量運用情緒勞務的產業 9
第二節 情緒勞務的定義與構面 10
一. 情緒勞務之定義 10
二. 情緒勞務對後果變項之影響 11
三. 情緒勞務之構面 12
第三節 情緒勞務與負向情緒的關係 14
一. 情緒勞務對於個人的負面影響 14
二. 從不同觀點來看情緒勞務對個人的影響 14
第四節 情緒勞務與自尊的關係 17
一、 自尊的內涵 17
二、 情緒勞務與自尊的關係 18
第五節 負向情緒、自尊與個人工作績效之間的關係 19
一、 個人工作績效 19
二、 負向情緒與個人工作績效間的關係 19
三、 自尊與個人績效間的關係 20
第六節 反事實思維的調節效果 21
一、 何謂反事實思維 21
二、 反事實思維的相關研究 21
三、 反事實思維的操弄與測量 22
四、 反事實思維對於情緒勞務與負向情緒之間的調節效果 23
五、 反事實思維對於情緒勞務與自尊之間的調節效果 24
六、 研究架構 25
第三章 研究方法 27
一、 研究對象： 27
二、 研究工具： 28
三、 控制變數： 28
四、 信效度分析： 29
五、 共同方法變異檢定 29
第四章 研究結果 31
一、 相關分析 31
二、 負面情緒與自尊的中介模式分析 31
三、 回歸分析結果 32
第五章 結論與討論 37
一、假設驗證： 37
二、理論意涵： 38
三、管理意涵： 40
第六章 研究限制與未來研究建議 41
參考文獻 43
附錄 51

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