在影響人的行為方面，情感扮演了一個重要的角色，特別是在談判的過程中影響談判者的行為，但是在電子化溝通媒介上，卻缺乏這些情感的互動，表情符號的出現卻提供一個新的方式讓談判者在電子化談判中傳遞自身情感。電子化談判系統包含電子化溝通(electronic communication)與決策支援系統(decision support system)兩個部份，而使用表情符號目的是使談判者能在談判的溝通中傳遞自身的情感，因此本研究針對表情符號在談判的溝通面上進行探討。電子化溝通的內容可以廣泛的分成兩類，分別為社會情感溝通(social-emotional communication)與任務導向溝通(task-oriented communication)。而表情符號的使用是多元線索應用的一種，可以讓使用者傳遞情感，進而建立雙方密切的互動，讓談判者之間有更多的社會情感溝通，進而提高談判時雙方的互動。過去文獻指出非文字的溝通資訊可以加強或是補足訊息的內容，進而擴展文字訊息中的意義。在談判的過程中，談判者可以利用表情符號加強文字的表達、提高溝通的品質且降低對手誤解的情形發生，讓談判過程更有效益，並提高彼此之間協議達成能力。當談判者在談判過程中得到他們預期或者是超過他們預期的結果時，談判者會對於過程的經歷以及其他的參與者有較高的滿意度。

本研究目的在探討電子化談判系統中，表情符號的支援與否是否會影響談判者的溝通行為以及談判過程。為了達成此研究目的，本研究採用實驗法，利用內容分析法衡量談判中的社會情感溝通、任務導向溝通行為，並利用問卷衡量溝通效益以及談判過程滿意度。研究結果顯示表情符號的支援可以提高談判者使用社會情感溝通的比例；而社會情感溝通可以提高談談判者之間的任務導向溝通，讓溝通更有效益，進而提高談判者在談判過程中的滿意度。

Emotions play an important role in affecting human’s behaviors. It is obvious especially in the negotiation process. However, these emotional interactions disappear in the electronic communication media. Emoticons provide a new way for negotiators to show their emotions in e-negotiation. E-negotiation support system is composed of electronic communication and decision support system. Using emoticons could help negotiators display their emotions to counterparts. This study explored the effect of emoticon on negotiation process from the aspect of communication.

In general, e-communication can be separated into social-emotional communication and task-oriented communication. Emoticons retrieve multiple cues and enable negotiators transmit emotions so that the interactions increase. As a result, more social-emotional communication happens between negotiators. Previous studies indicate that nonverbal cues could add the meaning of messages. In the negotiation process, negotiators may lower down the opportunity of misunderstanding by using emoticons to express their thought in text and increase the quality of communication. The negotiation process may be more effective and increase the ability to reach agreement. Negotiators will be more satisfied of the process and their counterparts when the outcome is equal or better than what they expected.

The purpose of this study is to explore whether supporting emoticons influence negotiators communication behavior and change the negotiation process. For this purpose, we conducted an experiment and adopted content analysis to define the social-emotional communication and task-oriented communication behaviors. We also measured the perceived communication effectiveness and satisfaction of negotiation process by questionnaire. The results showed that emoticons increase the frequency of social-emotional communication. Social-emotional communication also increases the negotiators’ task-oriented communication. As a result the communication becomes more effective. Negotiators have better satisfaction of negotiation process.

第一章 緒論 5
第一節、研究背景 5
第二節、研究動機 6
第三節、研究目的 8
第四節、研究流程 8
第五節、論文結構 9
第二章　文獻探討 11
第一節、談判與談判滿意度 11
一、談判的架構 11
二、談判滿意度 13
第二節、媒體豐富度理論與表情符號 14
一、媒體豐富度理論 14
二、表情符號 16
第三節、社會情感溝通與任務導向溝通 17
第四節、溝通效益 19
第三章　研究架構與假說 22
第一節、研究架構 22
第二節、研究假說 23
一、表情符號對社會情感溝通的影響 23
二、社會情感溝通對任務導向溝通的影響 24
三、社會情感溝通對溝通效益的影響 24
四、任務導向溝通對溝通效益的影響 25
五、溝通效益對談判過程滿意度的影響 25
第四章　研究方法 27
第一節、實驗設計 27
第二節、實驗個案 28
第三節、實驗系統 29
第四節、實驗對象 31
第五節、實驗流程 31
第六節、問卷設計 32
第七節、內容分析法 35
第五章　統計分析 42
第一節、敘述性統計 42
第二節、問卷信效度分析 45
第三節、假設檢定 47
一、表情符號對社會情感溝通的影響 48
二、社會情感溝通對任務導向溝通的影響 49
三、社會情感溝通與任務導向溝通對溝通效益的影響 50
四、溝通效益對談判過程滿意度的影響 51
第四節 檢定結果彙整與討論 52
第六章　結論與建議 54
第一節、研究發現與結論 54
第二節、研究貢獻 55
第三節、研究限制 55
第四節、未來研究方向與建議 56
附錄A　參考文獻 57
附錄B　研究問卷 64
附錄C　實驗網站介紹 68

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