本研究試圖探討情緒表達規則(表達正向情緒、隱藏負向情緒)、情緒勞動策略(深層演出、表層演出)、及服務績效之關聯性，以及自我監控 (對他人行為的敏感度、調整自我表現的能力)對情緒表達規則至情緒勞動、情緒勞動至服務績效間的調節效果。本研究採問卷調查法，以第一線服務人員及其主管為研究對象，共回收了161份有效配對問卷。研究結果顯示：(1)情緒表達規則(表達正向情緒、隱藏負向情緒)與員工情緒勞動(深層演出、表層演出)具有正向的關聯性；其中，表達正向情緒與深層演出有正向的關聯性，隱藏負向情緒則與表層演出有正向的關聯性。(2)員工的情緒勞動(深層演出、表層演出)與其服務績效具有關聯性；其中，深層演出與服務績效具有正向的關聯性，表層演出則與服務績效具有負向的關聯性。(3)情緒表達規則(表達正向情緒、隱藏負向情緒)確實會透過員工的情緒勞動(深層演出、表層演出)進而預測員工的服務績效；其中，表達正向情緒會透過深層演出進而預測服務績效，而隱藏負向情緒則會透過表層演出進而預測服務績效。(4)自我監控(對他人行為的敏感度、調整自我表現的能力)對情緒勞動至服務績效的歷程具有調節效果；其中，調整自我表現的能力會弱化深層演出到服務績效之間的正向關聯性。

This study tried to explore the relationships among emotional display rules (expression of positive emotion and suppression of negative emotion), emotional labor (deep acting and surface acting), and service performance, as well as investigate the moderating effect of self-monitoring (sensitivity to expressive behaviors of others, and ability to modify self-presentation) on emotional display rules – emotional labor relationship and emotional labor – service performance relationship. We used questionnaire survey to collect supervisor-subordinate dyad data and obtained 161 valid pairs of questionnaires. The results showed that (1) Emotional display rules (express positive emotion, and suppress negative emotion) is positive related to employee’s emotional labor (deep acting and surface acting); Specifically, the expression of positive emotion is positive related to deep acting, and suppression of negative emotion is positive related to surface acting. (2) Employee’s emotional labor (deep acting and surface acting) is related to service performance; Specifically, deep acting is positive related to service performance, and surface acting is negative related to service performance. (3) The emotional display rules (expression of positive emotion and suppressing of negative emotion) predict employee’s service performance through the mediating effect of employee emotional labor (deep acting and surface acting); Specifically, the expression of positive emotion predicts service performance through deep acting, while suppression of negative emotion predicts service performance through surface acting. (4) Self-monitoring (sensitivity to expressive behaviors of others, and ability to modify self-presentation) moderates the emotional labor – service performance relationship, such that ability to modify self-presentation weaken the positive relationship between deep acting and service performance.

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