本研究主要目的在探討情緒表達性、情緒勞務（淺層演出及深層演出）及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%。研究結果顯示：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；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；情緒表達性對員工正面情感傳遞無直接影響；情緒表達性經由淺層演出的中介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 relationship among 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 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 did not affect EPAD directly. However, the results of path analysis revealed the emotional labor positively mediated the relationship between EE and EPAD. The author discussed the implications for theory and practices, and suggestions for the further study.
