本研究以戲劇理論的觀點，探討一線服務人員在服務顧客時其情緒勞動為基礎下的工作雕琢的內涵，並探究情緒勞動之工作雕琢與個人及工作福祉的關連性。研究一透過關鍵事例法蒐集了七個類別的情緒勞動之工作雕琢，分別為「信心喊話」、「施惠關心」、「角色校準」、「瞞天過海」、「親近同理」、「釋放宣洩」、「反思改進」。研究二則依據研究一的結果編制情緒勞動之工作雕琢量表，顯示情緒勞動之工作雕琢能有效與情緒勞動量表區分。而研究三共蒐集了288份二階段有效問卷，探究情緒勞動之雕琢對不同依變項的區分性預測效果及檢驗其調節效果。階層迴歸分析結果顯示：（1）情緒勞動之工作雕琢與工作倦怠、離職意圖間具有負向關連性；（2）情緒勞動之工作雕琢與工作滿意、服務績效間具有正向關連性：（3）情緒勞動之工作雕琢會調節情緒勞動與工作倦怠之負向關係；（4）情緒勞動之工作雕琢會調節情緒勞動與工作滿意之關係。

Drawing on Goffman’s drama theory, the study tends to explore the content of job crafting based on emotional labor of front-line service staffs as well as explore the relationship between job crafting of emotional labor and personal and work well-beings. In study 1, I used critical-incident technique and collected seven categories of job crafting of emotional labor, including internal pep talk, favors giving and caring, calibration of role, disguising and camouflaging, getting close and empathy, releasing and catharsis, and reflection and improvement. In study 2, I used the results of the first study to develop a scale for job crafting of emotional labor. In study 3, I obtained 288 two-stage valid questionnaires to explore the differential predictive effect of job crafting of emotional labor on different dependent variables and test its moderating effect. The results of hierarchical regression analysis show that: (1) Job crafting of emotional labor has a negative correlation with job burnout and turnover intention; (2) Job crafting of emotional labor has a positive correlation with job satisfaction and service performance；(3) Job crafting of emotional labor moderates the negative relationship between surface acting and job burnout. (4) Job crafting of emotional labor moderates the negative relationship between surface acting and job satisfaction.

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