過去探討情緒勞動的研究，主要聚焦於抑制負面情緒、展現正面情緒的傳統服務業。然而，對於需要展現負面情緒的職業卻鮮有研究，而負面情緒勞動策略與工作績效之間的關係也任然未明。本研究以大陸某銀行的催收員為樣本，通過質化研究（研究一）和量化研究（研究二）以探討負面情緒勞動策略的內涵、對工作績效（還款方案及還款金額）的效果及其適用情境。
研究一通過對大量催收員、催收經理及業務專家的訪談，催收錄音的學習，培訓材料的分析以及實際催收工作的嘗試等質化研究方式，發現催收員在實際催收過程中會採用正負向情緒劳动策略以獲取客戶承諾和實際還款金額。為了探討正、負向情緒勞動策略對工作績效的影響，本研究還發展了負面情緒勞動量表。在研究二中，通過對191名催收員的2891通催收電話的跨阶层分析，我們發現1負面表層演出策略對催收績效有正向作用；2而無論是正向表層演出還是正向深層演出策略對於催收績效均有負向影響；3催收延滯階段會加強負向表層演出策略及正向深層演出策略對催收績效的影響效果。針對本研究的研究結果對情緒勞動、催收及談判領域的理論貢獻進行了探討，並提出具體管理意涵與未來研究方向供實務界與後續研究者參考。

Past research on emotional labor has been focus on displaying positive emotion and suppressing negative emotion in that showing anger induces cooperative behavior from counterparts in traditional service industries. However, few studies discuss on the jobs which need negative emotional performances, and the effectiveness of negative surface acting or deep acting emotional labor strategies are still are uncertain. This research collected data from collection department of a large bank credit card center in mainland China through a qualitative study (study 1) and a quantitative analysis (study 2) to examine the influences of negative emotion labor strategies.
In study 1, a series of qualitative analysis show that bill collectors use both positive and negative emotional labor strategies to get the money back when they negotiated with debtors on the phone. This research also developed a measure of negative emotion labor strategies for quantitative study. In study 2, we proposed hypotheses about how both positive and negative emotional labor strategies might differentially influence the repayment negotiation and actual debt repayment. Using the experience sampling method (ESM) in a sample of 191 bill collectors, 2891 valid call-level responses, the findings show that 1 faking positive emotions reduces the effectiveness of payment negotiation; 2 faking negative emotions enhances the effectiveness of payment negotiation; 3 effectiveness of bill collectors’ positive and negative emotional labor strategies depend on the stages of debt delinquency. Theoretical and practical implications and future inquiry are discussed.

THESIS APPROVAL IDENTIFICATION+i
摘要+ii
ABSTRACT+iii
TABLE OF CONTENTS+iv
FIGURE+vi
TABLE+vii
INTRODUCTION+1
STUDY 1+7
The Research Site+7
Data Sources+8
Data Analysis+12
Summary of Major Findings+13
Emotional requirements+13
Emotion regulation+17
Emotion performance+19
Study 1 Discussion+20
STUDY 2+23
Theory and Hypotheses Development+3
Pilot Study+35
Study 2 Method+39
Results+46
Study 2 Discussions+54
GENERAL DISCUSSION +56
Theoretical and Empirical Contributions+57
Practical Implications+59
Limitations and future directions +60
REFERENCE+62
APPENDIX: INTERVIEW OUTLINE+67
APPENDIX: DEMOGRAPHICS INFORMATION QUESTIONNAIRE+69
APPENDIX: EMOTIONAL LABOR STRATEGIES QUESTIONNAIRE+71

Adler, R. S., Rosen, B., & Silverstein, E. M. (1998). Emotions in negotiation: How to manage fear and anger. Negotiation Journal, 14(2), 161-179.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Averill, J. R. (2012). Anger and aggression: An essay on emotion: Springer Science & Business Media.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy Of Management Journal, 49(6), 1229-1238.
Barrick, M. R., & Mount, M. K. (2000). Select on conscientiousness and emotional stability. Handbook of principles of organizational behavior, 15, 28.
Barrick, M. R., Mount, M. K., & Judge, T. A. (2001). Personality and performance at the beginning of the new millennium: What do we know and where do we go next? International Journal of Selection and assessment, 9(1‐2), 9-30.
Benton, A. A., Kelley, H. H., & Liebling, B. (1972). Effects of extremity of offers and concession rate on the outcomes of bargaining. Journal of personality and social psychology, 24(1), 73.
Bernthal, M. J., Crockett, D., & Rose, R. L. (2005). Credit cards as lifestyle facilitators. Journal of Consumer Research, 32(1), 130-145.
Bhave, D. P., & Glomb, T. M. (2013). The role of occupational emotional labor requirements on the surface acting–job satisfaction relationship. Journal of Management, 0149206313498900.
Bono, J. E., Foldes, H. J., Vinson, G., & Muros, J. P. (2007). Workplace emotions: the role of supervision and leadership. Journal Of Applied Psychology, 92(5), 1357.
Bono, J. E., & Vey, M. A. (2007). Personality and emotional performance: extraversion, neuroticism, and self-monitoring. Journal of Occupational Health Psychology, 12(2), 177.
Brislin, R. W. (1980). Translation and content analysis of oral and written material. Handbook of cross-cultural psychology, 2(2), 349-444.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal Of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.
Bryk, A. S., & Raudenbush, S. W. (1992). Hierarchical linear models: applications and data analysis methods: Sage Publications, Inc.
Côté, S., Hideg, I., & van Kleef, G. A. (2013). The consequences of faking anger in negotiations. Journal Of Experimental Social Psychology, 49(3), 453-463.
Cacioppo, J. T., & Gardner, W. L. (1999). Emotion. Annual review of psychology, 50(1), 191-214.
Chi, N.-W., Grandey, A. A., Diamond, J. A., & Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal Of Applied Psychology, 96(6), 1337.
Cialdini, R. B. (2009). Influence: Science and practice (Vol. 4): Pearson Education Boston.
De Dreu, C. K., Beersma, B., Stroebe, K., & Euwema, M. C. (2006). Motivated information processing, strategic choice, and the quality of negotiated agreement. Journal of personality and social psychology, 90(6), 927.
De Dreu, C. K., Giebels, E., & Van de Vliet, E. (1998). Social motives and trust in integrative negotiation: The disruptive effects of punitive capability. Journal Of Applied Psychology, 83(3), 408.
Dewey, J. (1895). The theory of emotion. Psychological review, 2(1), 13.
Diefendorff, J. M., Erickson, R. J., Grandey, A. A., & Dahling, J. J. (2011). Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses. Journal of Occupational Health Psychology, 16(2), 170.
Diefendorff, J. M., & Greguras, G. J. (2008). Contextualizing emotional display rules: Examining the roles of targets and discrete emotions in shaping display rule perceptions. Journal of Management.
Dixit, A., & Nalebuff, B. (1991). Making strategies credible. Strategy and Choice, 2, 161-184.
Edmonds, T. N., Stevenson, L. J., & Swisher, J. (2010). Consumer Credit: The Next Shoe to Drop or a Bullet Dodged? Journal of Legal, Ethical and Regulatory Issues, 13(2), 117.
Edmonds, T. N., Stevenson, L. J., & Swisher, J. (2011). Forgive us our debts: The great recession of 2008-09. Journal of Legal, Ethical and Regulatory Issues, 14(2), 1.
Eisenhardt, K. M., & Graebner, M. E. (2007). Theory building from cases: opportunities and challenges. Academy Of Management Journal, 50(1), 25-32.
Enders, C. K., & Tofighi, D. (2007). Centering predictor variables in cross-sectional multilevel models: a new look at an old issue. Psychological methods, 12(2), 121.
Ferrin, D. L., Bligh, M. C., & Kohles, J. C. (2007). Can I trust you to trust me? A theory of trust, monitoring, and cooperation in interpersonal and intergroup relationships. Group & Organization Management, 32(4), 465-499.
Forgas, J. P., & George, J. M. (2001). Affective influences on judgments and behavior in organizations: An information processing perspective. Organizational Behavior And Human Decision Processes, 86(1), 3-34.
Freedman, J. L., & Fraser, S. C. (1966). Compliance without pressure: the foot-in-the-door technique. Journal of personality and social psychology, 4(2), 195.
Friedland, N. (1976). Social influence via threats. Journal Of Experimental Social Psychology, 12(6), 552-563.
Gibson, F. P., & Fichman, M. (1998). Fear Appeals: What Happens When the Credit Collector Calls? Unpublished manuscript.
Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal Of Vocational Behavior, 64(1), 1-23.
Goldberg, L. R. (1999). A broad-bandwidth, public domain, personality inventory measuring the lower-level facets of several five-factor models. Personality psychology in Europe, 7, 7-28.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. doi: 10.1037/1076-8998.5.1.95
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy Of Management Journal, 46(1), 86-96.
Grandey, A. A., Chi, N. W., & Diamond, J. A. (2013). Show me the money! Do financial rewards for performance enhance or undermine the satisfaction from emotional labor? Personnel Psychology, 66(3), 569-612.
Grandey, A. A., & Gabriel, A. S. (2015). Emotional labor at a crossroads: Where do we go from here? Annual Review of Organizational Psychology and Organizational Behavior, 2(1).
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy Of Management Journal, 52(5), 958-974.
Hayhoe, C. R., Leach, L. J., Turner, P. R., Bruin, M. J., & Lawrence, F. C. (2000). Differences in spending habits and credit use of college students. The Journal of Consumer Affairs, 113-133.
Hebb, D. O. (2005). The organization of behavior: A neuropsychological theory: Psychology Press.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
Hochschild, A. R. (2003). The managed heart: Commercialization of human feeling, With a new afterword: Univ of California Press.
Ilies, R., & Judge, T. A. (2002). Understanding the dynamic relationships among personality, mood, and job satisfaction: A field experience sampling study. Organizational Behavior And Human Decision Processes, 89(2), 1119-1139.
Johnson, H.-A. M., & Spector, P. E. (2007). Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319.
Johnstone, T., van Reekum, C. M., Oakes, T. R., & Davidson, R. J. (2006). The voice of emotion: an FMRI study of neural responses to angry and happy vocal expressions. Social Cognitive And Affective Neuroscience, 1(3), 242-249. doi: 10.1093/scan/nsl027
Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience‐sampling study. Personnel Psychology, 62(1), 57-88.
Klinnert, M., Campos, J., Sorce, J., Emde, R., & Svejda, M. (1983). Social referencing: Emotional expressions as behavior regulators. Emotion: Theory, research and experience, 2, 57-86.
Kopelman, S., Rosette, A. S., & Thompson, L. (2006). The three faces of Eve: Strategic displays of positive, negative, and neutral emotions in negotiations. Organizational Behavior And Human Decision Processes, 99(1), 81-101. doi: 10.1016/j.obhdp.2005.08.003
Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit‐level, longitudinal study. Personnel Psychology, 54(1), 101-114.
Larsen, R. J. (2000). Toward a science of mood regulation. Psychological Inquiry, 11(3), 129-141.
Mattila, A. S., Grandey, A. A., & Fisk, G. M. (2003). The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6(2), 136-143.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of management review, 20(3), 709-734.
Pietroni, D., Van Kleef, G. A., Rubaltelli, E., & Rumiati, R. (2009). When happiness pays in negotiation. Mind & Society, 8(1), 77-92.
Pruitt, D. G. (2013). Negotiation behavior: Academic Press.
Pruitt, D. G., & Drews, J. L. (1969). The effect of time pressure, time elapsed, and the opponent's concession rate on behavior in negotiation. Journal Of Experimental Social Psychology, 5(1), 43-60.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy Of Management Journal, 44(5), 1018-1027.
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organizational life. Research In Organizational Behavior, 11, 1-42.
Rafaeli, A., & Sutton, R. I. (1991). Emotional Contrast Strategies as Means Of Social-Influence - Lessons From Criminal Interrogators And Bill Collectors. Academy Of Management Journal, 34(4), 749-775. doi: Doi 10.2307/256388
Sargeant, A., & Lee, S. (2004). Trust and relationship commitment in the United Kingdom voluntary sector: Determinants of donor behavior. Psychology & Marketing, 21(8), 613-635.
Schwarz, N., & Clore, G. L. (2003). Mood as information: 20 years later. Psychological Inquiry, 14(3-4), 296-303.
Scott, B. A., & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy Of Management Journal, 54(1), 116-136.
Sinaceur, M., & Neale, M. A. (2005). Not all threats are created equal: How implicitness and timing affect the effectiveness of threats in negotiations. Group Decision and Negotiation, 14(1), 63-85.
Sinaceur, M., & Tiedens, L. Z. (2006). Get mad and get more than even: When and why anger expression is effective in negotiations. Journal Of Experimental Social Psychology, 42(3), 314-322. doi: 10.1016/j.jesp.2005.05.002
Sinaceur, M., Van Kleef, G. A., Neale, M. A., Adam, H., & Haag, C. (2011). Hot or cold: is communicating anger or threats more effective in negotiation? Journal Of Applied Psychology, 96(5), 1018.
Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal Of Applied Psychology, 94(2), 429.
Steinel, W., Van Kleef, G. A., & Harinck, F. (2008). Are you talking to me?! Separating the people from the problem when expressing emotions in negotiation. Journal Of Experimental Social Psychology, 44(2), 362-369.
Sutton, R. I. (1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 245-268.
Thompson, L., Medvec, V. H., Seiden, V., & Kopelman, S. (2001). Poker face, smiley face, and rant ‘n’rave: Myths and realities about emotion in negotiation. Blackwell handbook of social psychology: Group processes, 139-163.
Tiedens, L. Z., Ellsworth, P. C., & Mesquita, B. (2000). Sentimental stereotypes: Emotional expectations for high-and low-status group members. Personality and Social Psychology Bulletin, 26(5), 560-575.
To, M. L., Fisher, C. D., Ashkanasy, N. M., & Rowe, P. A. (2012). Within-person relationships between mood and creativity. Journal Of Applied Psychology, 97(3), 599.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55.
Tsai, W.-C., & Huang, Y.-M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal Of Applied Psychology, 87(5), 1001.
Van Kleef, G. A. (2009). How emotions regulate social life the emotions as social information (EASI) model. Current directions in psychological science, 18(3), 184-188.
van Kleef, G. A. (2014). Understanding the positive and negative effects of emotional expressions in organizations: EASI does it. Human Relations, 0018726713510329.
Van Kleef, G. A., & Côté, S. (2007). Expressing anger in conflict: when it helps and when it hurts. Journal Of Applied Psychology, 92(6), 1557.
Van Kleef, G. A., De Dreu, C. K. W., & Manstead, A. S. R. (2004). The interpersonal effects of emotions in negotiations: A motivated information processing approach. Journal of personality and social psychology, 87(4), 510-528. doi: 10.1037/0022-3514.87.4.510
Van Kleef, G. A., Homan, A. C., & Cheshin, A. (2012). Emotional influence at work: Take it EASI. Organizational Psychology Review, 2041386612454911.
Werner, C. M., Turner, J., Shipman, K., Twitchell, F. S., Dickson, B. R., Bruschke, G. V., & Wolfgang, B. (1995). Commitment, behavior, and attitude change: An analysis of voluntary recycling. Journal of Environmental Psychology, 15(3), 197-208.
Wilk, S. L., & Moynihan, L. M. (2005). Display rule" regulators": the relationship between supervisors and worker emotional exhaustion. Journal Of Applied Psychology, 90(5), 917.
Yin, R. K. (2013). Case study research: Design and methods: Sage publications.
Yukl, G. A. (1974). Effects of situational variables and opponent concessions on a bargainer's perception, aspirations, and concessions. Journal of personality and social psychology, 29(2), 227.