本研究主要目的在探討第一線員工不正義知覺、情緒勞動（淺層演出與深層演出）以及愉悅性之間的關係。本研究採用匿名式問卷調查法，以職場中與顧客直接接觸之第一線服務員工為研究樣本，有效回收樣本共計254份（回收率69.02%）。研究結果如下：1. 員工不正義知覺不影響淺層演出，但會負向影響深層演出。2. 愉悅性會干擾員工不正義知覺與深層演出之間的關係，而高愉悅性員工的不正義知覺較不會負向影響深層演出。本研究討論研究發現在理論與管理實務上的意涵，同時對未來研究方向提出建議。
The purpose of this study was to examine the relationship among the Injustice Perception, Emotional Labor and Agreeableness of first-line employees. The study was based on an anonymous survey done by 254 fist-line employees, and 69.02% of the questionnaires were valid. The results showed:1. Injustice perception did not relate to the surface acting, but negative relate to the deep acting.2. Agreeableness moderated the relationship between injustice perception and deep acting. Specifically, first-line employees with high agreeableness showed less negative relationship between injustice perception and deep acting than those with low agreeableness.This study discussed the implications for theory and practices, and suggestions for the further research.
