本研究旨在探討情緒勞動之表層、深層演出的區分性影響，以資源消耗及增進的觀點來釐清情緒勞動至工作結果的中介歷程。過去研究發現表層演出對工作有負向的影響，而深層演出對工作有正向的影響，本研究假設前者的關係會透過情緒耗竭中介，後者的關係則會透過工作敬業中介。本研究採問卷調查法，針對第一線服務之理財專員進行研究。研究一探討員工的工作滿意度，針對T銀行回收179份有效問卷，研究結果顯示，表層演出與情緒耗竭有正向關聯，但不會透過情緒耗竭預測工作滿意度；深層演出與工作敬業有正向關聯，且會透過工作敬業預測工作滿意度。研究二探討客觀的財務績效，針對F銀行回收188份有效問卷，研究結果顯示，表層演出與情緒耗竭有正向關聯，但不會透過情緒耗竭預測財務績效；深層演出與工作敬業有正向關聯，且會透過工作敬業預測財務績效。並另外發現，表層演出與財務績效之間亦會透過工作敬業中介。研究結果對理論與實務之意涵，將在最後討論。

The purpose of this research is to understand how different emotional labors affect work outcomes. Based on the view of resources depletion and enrichment, I argue that emotional exhaustion and work engagement played important mediating roles in the relationship between emotional labors and work outcomes. This research includes two studies, and job satisfaction and financial performance are dependent variables respectively. Using a survey questionnaire, data of study 1 were obtained from 179 financial consultants, and data of study 2 were obtained from 188 financial consultants. Results of structural equation modeling analyses revealed that two studies has the same results: (1) surface acting were positively related to emotional exhaustion, but emotional exhaustion did not mediate the relationship between surface acting and work outcomes, (2) deep acting is positively related to work engagement, and work engagement mediated the relationship between deep acting and work outcomes.

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