本研究以資源保存理論為基礎，試圖探討不當督導、表層演出、自我耗損和服務績效的關聯性，以及表層演出自我效能如何調節不當督導至服務績效之間的關係。透過問卷調查法，以第一線服務人員及其主管作為研究對象，總共回收156組有效的配對式問卷。研究結果顯示，在控制部屬的性別和部屬的組織服務年資之後，(1)主管的不當督導與部屬的表層演出之間具有正向關聯性。(2)部屬的表層演出與其自我耗損具有正向關聯性。(3)部屬的自我耗損與其服務績效之間具有負向關聯性。(4)主管的不當督導可以透過部屬的表層演出和自我耗損，以預測部屬的服務績效。(5)表層演出自我效能對於表層演出和自我耗損之間的關係具有調節效果。若表層演出自我效能越高，表層演出與自我耗損之間的正向關係會被弱化。(6)表層演出自我效能對於不當督導至服務績效的序列中介歷程具有調節效果，當表層演出自我效能越高，不當督導至服務績效的序列中介歷程會被弱化。

Drawing on conservation of resources theory, this research examines the linkage between abusive supervision and frontline employees’ service performance, focusing on the mediating role of surface acting and ego depletion as well as the moderating role of surface acting self-efficacy. Using questionnaire survey, we collected 156 valid pairs of leader-subordinate dyad data among organizations in Taiwan. The result showed that (1) leaders’ abusive supervision is positively related to surface acting; (2) surface acting is positively related to ego depletion; (3) ego depletion is positively related to service performance; (4) abusive supervision predicts employees’ service performance through the mediating effect of surface acting and ego depletion; (5) surface acting self-efficacy moderates the relationships between surface acting and ego depletion; that is, surface acting self-efficacy weakens the positive relationships between abusive supervision and service performance; (6) surface acting self-efficacy moderates the mediating effects of surface acting and ego depletion on the relationship between abusive supervision and service performance such that this mediating effects are weaker for employees with higher surface acting self-efficacy.

中文
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