員工每日情緒對情緒勞動之影響：情感事件理論的觀點

The Impact of Daily Emotion on Emotional Labor: The Perspective of Affective Events Theory

本研究從情感事件理論的觀點探討第一線服務人員每日正負向情緒對個人情緒勞動的影響，設計日記式報告，觀察受試者每日的情緒變異對工作行為的影響；並納入自我監控特質，探討其對負向情緒與情緒勞動的調節效果。本研究蒐集124位有效受試樣本，記錄25個工作天的資料，共3261筆每日記錄。研究結果發現，第一線服務人員每日情緒變化會對情緒勞動策略產生影響，且自我監控特質會干擾負向情緒與情緒。長期而言，深層偽裝策略有助於顧客導向行為的發生。根據研究結果，分別提出理論與管理上的貢獻與建議。

The present study adopted theoretical perspective of affective events theory to explain the relationship between emotion and emotional labor. Diary reports are conducted to examine the relationships between daily positive and negative emotion (PA and NA, respectively) and emotional labor. Self-monitoring theorized at a between-subjects level would moderate the within-subjects relationships. With a sample of 124 frontline sales employees and 3,261 observations across 25 working days, results show that daily PA and NA had a significant within-subjects main effect on daily emotional labor strategy. In addition, between-subjects self-monitor moderated the relationship between NA and deep acting. The current findings shed light on the daily emotion labor consequences of daily emotion and provide important theoretical and practical implications.