結果本研究發現，情緒勞務與工作熱情及服務導向公民行為有相關，但在深層偽裝之情緒勞務的表現較為顯著。和諧式熱情及強迫式熱情皆會對深層偽裝之情緒勞務與服務導向公民行為具有部分中介效果。
In a highly competitive global business environment, companies are facing business difficulties, the key to business success today, in addition to emphasis on product quality and technology, but also must pay attention to customer satisfaction and customer needs to master. Faced with increasing attention of services, it is an indispen-sable factor, but the merits of the quality of service to deliver key frontline services staff, staff emotional management as an important factor in the competitiveness of the service sector. Therefore, this study will explore the service-oriented airline industry, whether to generate enthusiasm on intermediary flight attendant emotional labor and ser-vice-oriented citizenship behavior.
In this study, a questionnaire survey to collect data, issued a total of 350, five domestic airlines, a total recovery of 320 parts, excluding the value of which respondents had incomplete or invalid questionnaires, have a total of 282 valid samples, the overall recovery rate of 81%.The results of this study found that emotional labor and service-oriented work ethic and citizenship behavior related, but in the guise of deep emotional labor performance is more significant. Harmony and warm hospitality are forced will disguise the deep emotional labor and service-oriented OCB has a partial mediating effect.
