本研究以壓力─情緒模型，探討員工遇到職場人際壓力源(主管和顧客)時，是否會透過敵意，惡化身心健康問題；此外，亦透過個人控制感的觀點，探討員工的情緒穩定性、服務年資與工作自主權，是否能協助員工控制工作相關的人際壓力源，進而減緩主管與顧客之人際壓力與敵意的正向關係。
本研究採經驗抽樣法的研究設計，對跨產業的140位在職員工進行連續10個工作天進行資料蒐集。最後，有效個人層次為130 份，有效每日層次樣本數共1168 份，採用階層線性模式進行假設檢定。結果發現：(1)主管不公平對待與顧客負面事件均會透過敵意進而惡化員工身心健康問題；(2)情緒穩定性會減緩主管不公平對待與敵意的正向關係；(3)員工的服務年資會減緩顧客負面事件與敵意的正向關係。本研究亦針對結果的管理意涵討論如下: (1)主管應接受相關課程訓練，降低對其部屬不公平對待的機率。(2)實施員工協助方案與課程，減少員工負向情緒產生的原因。(3)對於需頻繁面臨到顧客負面事件之工作，建議可選派年資較深的員工來擔任，降低員工因顧客負面事件而產生負向情緒的機率，進而減緩員工身心健康的問題。

Base on the stressor-emotion model, this study investigated the daily relationships between interpersonal stressors (supervisor and customer), hostility and somatic health. In addition, this study also explored whether emotional stability, job tenure and autonomy buffers the positive relationship between interpersonal stressors and hostility.
In order to increase the generalizability of the research results, the present study used the sample from different types of service employees. We collected 1168 daily-surveys from 130 employees within 10 working days. The results of the hierarchical linear modeling (HLM) shows：(1) supervisor injustice and customer negative event will enhance the somatic health problems through increased hostility；(2) emotional stability buffered the positive relationship between supervisor injustice and hostility；(3) job tenure can buffered the positive relationship between customer negative event and hostility. According to the results, this study discussed the implications as below: (1) supervisor should receive the relevant trainings to inhibit the unfair treatment to their subordinates. (2) implement the employee assistance programs and training to reduce their negative emotion. (3) assign senior staff to deal with the job where always happened customer negative event.

論文審定書 i
誌謝 ii
摘要 iii
Abstract iv
目錄 v
表目次 vii
圖目次 viii
第一章 緒論 1
第二章 文獻探討 6
第一節 人際壓力源對員工身心健康問題的關係: 壓力─情緒模型的觀點 6
第二節 主管不公平對待、顧客負面事件與身心健康問題之關係：敵意的中介效果 6
第三節 主管不公平對待、顧客負面事件與敵意之關係：情緒穩定性的干擾效果 8
第四節 主管不公平對待、顧客負面事件與敵意之關係：服務年資的干擾效果 9
第五節 主管不公平對待、顧客負面事件與敵意之關係：工作自主權的干擾效果 10
第三章 研究方法 12
第一節 研究架構 12
第二節 研究樣本與施測程序 13
第三節 研究工具 14
第四節 統計分析方法 17
第四章 研究結果與討論 18
第一節 樣本描述 18
第二節 各變數間之敘述統計與相關係數 19
第三節 驗證性因素分析 20
第四節 主管不公平對待、顧客負面事件與敵意對身心健康問 21
題：以情緒穩定性、服務年資與工作自主權為干擾效果 21
第五章 討論與建議 26
第一節 研究發現 26
第二節 理論貢獻 27
第三節 管理意涵 29
第四節 研究限制與未來研究建議 30
參考文獻 32
附錄一 41
附錄二 46

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