本研究的主要目的在探討自我警覺、情緒表達性及情緒勞動(淺層演出及深層演出)與員工正面情感傳遞之關係。本研究採用問卷調查法，總計回收有效問卷303份，回收率86.57%。研究結果發現：1)自我警覺對淺層演出及深層演出皆呈現正向影響；情緒表達性對淺層演出呈現負向影響，但對深層演出無影響；2)淺層、深層演出分別對員工正面情感傳遞有負向與正向影響；3)自我警覺與情緒表達性對員工正面情感傳遞皆無影響；4)自我警覺經由淺層演出負向影響員工正面情感傳遞，經由深層演出正向影響員工正面情感傳遞；情緒表達性經由淺層演出正向影響員工正面情感傳遞。本研究討論研究發現在理論及管理實務上之意涵，並且提出未來研究的建議。
The study used questionnaire survey research to examine the relationships among self-monitoring (SM), emotional expressivity (EE), emotional labor (surface acting and deep acting) and employee positive affective delivery (EPAD) with a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that SM influenced surface acting and deep acting positively; EE influenced surface acting but did not affect deep acting negatively; surface acting and deep acting both affected EPAD negatively and positively respectively; but EE and SM did not affect EPAD. However, the results of path analysis revealed the surface acting and deep acting negatively and positively mediated the relationship between SM and EPAD; surface acting positively mediated the relationship between EE and EPAD. The authors discussed the implications for theory and practices, and suggestions for the further study.
