在現今強調服務的社會中，第一線員工是顧客與組織間的溝通橋樑。情緒勞動是組織對於員工表現出特有情緒規範的要求，員工無法以自然的表達顯現給顧客時，則須採取演出的方式來傳送正面情感給顧客以產生高服務品質。愉悅性人格特質者能了解在工作中如何管理本身的情緒表達，以提供社會期望表現出的合宜情緒，並為組織帶來利益。因此，本研究試圖探討第一線員工愉悅性特質、情緒勞動與員工正面情感傳遞三者之關係。
本研究採用匿名式問卷調查法，以與顧客直接接觸的櫃檯員工為樣本，有效回收問卷共計303份，回收率為86.57%。研究發現結果有四：
1. 愉悅性與情緒勞動中的淺層演出無關，但與情緒勞動中的深層演出呈現顯著正向關
係。
2. 情緒勞動中的淺層演出與深層演出分別負向及正向影響員工正面情感傳遞。
3. 愉悅性與員工正面情感傳遞呈現正向關係。
4. 路徑分析的結果進一步顯示愉悅性直接影響員工正面情感傳遞，並未經由情緒勞動的
中介。
本研究討論研究發現在理論及管理實務上的意涵，同時對於未來的研究方向提出建議。
In this service society, first line employees play as key roles between organizations and customers. Emotional labor is particular emotional norms that organizations ask them to obey, and they adopt acting displaying positive affections to customers to bring high service quality. Agreeable employees understand how to manage their emotional expressions to display appropriate emotions that society desire. The purpose of this study is to examine the relationship among agreeableness (AG), emotional labor (EL) and employee positive affective delivery (EPAD) about first line employees.
The study adopted anonymous questionnaires, the data samples were 303 first line employees, and the response rate was 86.57%. The results are as follows:
1. AG influenced deep acting but did not affect surface acting
positively.
2. Surface acting and deep acting both affected EPAD negatively and
positively re-spectively; the directly positive effect of AG on
EPAD.
3. AG influenced EPAD positively.
4. Above results was run by path analysis revealed the intervening
variable (emotional labor) had no obvious impact between AG and
EPAD.
The authors discussed the implications for theory and practices, and suggestions for the further study.
