隨著環境日漸競爭，企業提升服務品質與服務績效已為成功的關鍵要素。而員工所展現的情緒表現，更直接影響到服務品質，因此，情緒勞動的相關研究與日俱增。本研究採用問卷調查法，並以「工作要求－資源理論」為基礎，主要目的在探討工作要求與工作資源是否會透過情緒勞動、以及敬業貢獻和情緒耗竭所形成的動機與能量機制，進而影響員工的顧客導向行為與離業傾向，期以更全面性地回答情緒勞動的影響歷程。

本研究採兩時間點的方式蒐集資料，研究對象為台灣幼稚園以及中、小學教師，採一位教師與一位同事的配對方式，總計發出 310位的教師問卷以及同事問卷，有效配對問卷為 245份。研究結果顯示，同事支持對深層演出有正向影響、敬業貢獻對顧客導向和離業傾向有中介效果；而顧客不當對待對表層演出有負向影響、情緒耗竭對離業傾向有中介效果。

本研究根據研究結果，提出具體之管理意涵如下：1. 塑造高度同事支持的工作環境；2. 培養員工情緒管理的能力；3. 培養員工不同角色轉換的情緒多樣性；4. 為降低教師離業，校方應盡量提升教師的敬業貢獻、並降低其情緒耗竭。

This study are conducted based on Job Demands-Resources Model, and the purpose of this study is to examine the relationship between supervisor support, coworker support, work overload and customer mistreatment, employee deep acting and surface acting, engagement and exhaustion, and customer orientation and occupational leaving intentions.

The participants were 310 teachers in kindergarten schools, elementary schools and middle schools in Taiwan. The data were analyzed by means of structural equation modeling analysis, which revealed that coworker support was positively related to deep acting and customer mistreatment was positively related to surface acting. Furthermore, engagement mediates the relationship between deep acting and customer orientation and occupational leaving intentions, whereas emotional exhaustion mediates the relationship between surface acting and occupational leaving intentions. Theoretical and practical implications of our findings are discussed.

謝　誌 i
摘　要 ii
Abstract iii
目　錄 iv
圖　次 vi
表　次 vii
第一章　緒論 1
第一節　研究背景與動機 1
第二節　研究目的 5
第二章　文獻探討與假設推導 6
第一節　工作要求－資源模式概述 6
第二節　工作資源與情緒勞動之關係 8
第三節　工作要求與情緒勞動之關係 9
第四節　深層演出與顧客導向以及離業傾向：敬業貢獻之中介效果 10
第五節　表層演出與顧客導向以及離業傾向：情緒耗竭之中介效果 11
第三章 研究方法 13
第一節　研究架構與研究假設 13
第二節　研究樣本與施測程序 13
第三節　研究工具 15
第四節　資料分析方式 20
第四章 研究結果與討論 21
第一節　各變數間之敘述統計與相關係數 21
第二節　驗證性因素分析 23
第三節　假設檢定 26
第五章 討論與建議 28
第一節　理論貢獻 28
第二節　管理意涵 30
第三節　研究限制 33
第四節　未來研究建議 34
參考文獻 35
附錄　教師問卷 41
附錄　同事問卷 47

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