在現今社會，服務性行業認為第一線員工適當的情緒表達，可使顧客獲得良好感受並提升顧客服務績效。因此，組織經常會規範員工的情緒表達，當員工無法達到組織要求時，會以演出的方式，表達符合組織要求的情緒，將正面情感傳遞給顧客並爲組織帶來許多利益。外向性員工大多時候能對顧客傳遞正面情感，使顧客願意再購並提升顧客服務績效，進而提高組織整體服務績效。因此，本研究試圖探討第一線員工外向性特質、情緒勞動(淺層演出與深層演出)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%。研究發現下列結果：
1. 外向性正向影響淺層演出，但深層演出無關。
2. 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. 外向性與員工正面情感傳遞無直接關係。
4. 路徑分析結果進一步顯示，外向性經由淺層演出中介來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的意涵，同時對於未來的研究方向提出建議。
In the society, service employments consider first line employees display the ap-propriate emotion can make customers feel good and improve customer service per-formance. The organization often requests employees to display appropriate emotion, in order to conform the rule, they adopt acting displaying to delivery positive affections to customers and bring many benefits to the organization. Extraversion employees usually delivery positive affections to customers and they will return to the store and improve customer service performance, in turn, boost all service performance of the organization. The purpose of this study is to examine the relationship among extraversion (EX), emo-tional labor (EL) and employee positive affective delivery (EPAD) about first line em-ployees. 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. EX influenced surface acting negatively, but did not affect deep
acting.
2. Surface acting and deep acting both affected EPAD negatively and
positively re-spectively.
3. EX does not influenced EPAD directly.
4. Above results was run by path analysis revealed the intervening
variable (emotional labor) had obvious impact between EX and EPAD.
The authors discussed the implications for theory and practices, and suggestions for the further study.
