本研究運用社會學習理論的觀點，探討主管對顧客的情緒勞動(表層演出、深層演出、真誠演出)，如何影響部屬對顧客的情緒勞動(深層演出、表層演出、真誠演出)，以及主管與部屬的共事年資是否會調節主管情緒勞動與部屬情緒勞動之間的關係。本研究採問卷調查法，以第一線服務人員及其直屬主管為研究對象，共蒐集了141份有效對偶問卷。階層迴歸的分析結果顯示，主管的表層演出與部屬的表層演出具有正向的關聯性，主管的深層演出與部屬的深層演出具有正向的關聯性，主管的真誠演出與部屬的真誠演出也具有正向的關聯性；此外，主管與部屬的共事年資僅會強化主管深層演出到部屬深層演出之間的正向關係。

Based on the view of social learning theory, this study attempted to investigate how supervisors’ emotional labor (i.e., surface acting, deep acting and genuine acting) influence subordinates' emotional labor. This study also examined the moderating effect of length of co-work time on the relationship between supervisors’ and subordinates' emotional labor. Using questionnaire survey, we collected 141 pairs of first-line personnel’s data (leader-subordinate dyad data). Results of hierarchical regression showed that supervisors’ surface acting is positively related to subordinates' surface acting; supervisors’ deep acting is positively related to subordinates' deep acting; supervisors’ genuine acting is positively related to subordinates' genuine acting. Also, length of co-work time moderated the relationship between supervisors’ deep acting and subordinates' deep acting.

中文部分
李少仁 (2014)。誰將工作敬業在組織中傳遞開?工作敬業在組織中的漣漪與涓滴效果。（未出版之 博士論文）。國立台灣科技大學，台北市。
吳宗祐 (2008)。主管威權領導與部屬的工作滿意度與組織承諾：信任的中介歷程與情緒智力的調節效果。本土心理學研究。30，3-63。
吳宗祐 (2013)。主管與部屬互動中情緒勞動：回顧、釐清及前瞻。人力資源管理學報。 13(3)， 57-105。
吳宗祐、鄭伯壎 (2006)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係“資源保存理論”的觀點。人力資源管理學報，95，581-599。
歐陽靖 (2011)。情緒勞動可以上行下效嗎？涓滴模式的驗證。科技部人文社會科學研究中心　大專生專題研究計畫結案報告，未出版。
鄭伯壎、周麗芳、樊景立 (2000)。家長式領導：三元模式的建構與測量。本土心理學研究。14，3-64。
英文部分
Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.
Aryee, S., Chen, Z. X., Sun, L. Y., & Debrah, Y. A. (2007). Antecedents and outcomes of abusive supervision: test of a trickle-down model. Journal of Applied Psychology, 92(1), 191-201.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Ashforth, B. E., & Humphrey, R. H. (1995). Emotion in the workplace: A reappraisal. Human Relations, 48(2), 97-125.
Bandura, A. (1977). Social learning theory. Englewood Cliffs, NJ: Prentice-Hall.
Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. The Journal of Marketing, 54(1), 71-84.
Bedeian, A. G., Ferris, G. R., & Kacmar, K. M. (1992). Age, tenure, and job satisfaction: A tale of two perspectives. Journal of Vocational Behavior, 40(1), 33-48.
Bligh, M. C., & Hess, G. D. (2007). The power of leading subtly: Alan Greenspan, rhetorical leadership, and monetary policy. The Leadership Quarterly, 18(2), 87-104.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67.
Boyd, N. G., & Taylor, R. R. (1998). A developmental approach to the examination of friendship in leader-follower relationships. The Leadership Quarterly, 9(1), 1-25.
Bakker, A. B., & Xanthopoulou, D. (2009). The crossover of daily work engagement: Test of an actor–partner interdependence model. Journal of Applied Psychology, 94(6), 1562-1571.
Deluga, R. J. (1994). Supervisor trust building, leader‐member exchange and organizational citizenship behaviour. Journal of Occupational and Organizational Psychology, 67(4), 315-326.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88(2), 284-294.
Ekman, P. (1999). Facial expressions. Handbook of cognition and emotion, 16, 301-320.
Epitropaki, O. (2006). ”Leading the show “: The impact of leader’s emotional labor on subordinates’ transformational leadership perceptions and collective emotional labor. Paper presented at the Academy of Management Conference, August, Atlanta.
Ellemers, N., De Gilder, D., & Haslam, S. A. (2004). Motivating individuals and groups at work: A social identity perspective on leadership and group performance. Academy of Management Review, 29(3), 459-478.
Fisher, C. D., & Ashkanasy, N. M. (2000). The emerging role of emotions in work life: An introduction. Journal of Organizational Behavior, 21(1), 123-129.
Fletcher, T. D., & Perry, K. M. (2007). A comparison of parceling strategies in structural equation modeling. 22nd Annual Conference of the Society for Industrial and Organizational Psychology, New York.
Ferris, G. R., & Rowland, K. M. (1987). Tenure as a moderator of the absence-intent to leave relationship. Human Relations, 40(5), 255-266.
Ferris, G. R., Russ, G.S., & Fandt, P. M. (1989). Politics in organizations. In R. A. Giacalone & P. Rosenfield (Eds). Impression Management in the Organization (pp. 143-170). Hillsdale, NJ: Lawrence Erlbaum.
Grandey, A. A. (2003). When ”the show must go on “: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46(1), 86-96.
Gross, J. J. (1988). The emerging field of emotion regulation: An integrated review. Review of General Psychology, 2(3), 271-299.
Gross, J. J. (1998). Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74(1), 224-237.
Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(1), 397-418.
Gilmore D.C., Ferris G. R. (1996). Organizational politics and employee attendance. Group & Organization Management, 21(4), 481-494.
Gardner, W. L., Fischer, D., & Hunt, J. G. J. (2009). Emotional labor and leadership: A threat to authenticity? The Leadership Quarterly, 20(3), 466-482.
Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 3-79.
Graen, G., Novak, M. A., & Sommerkamp, P. (1982). The effects of leader—member exchange and job design on productivity and satisfaction: Testing a dual attachment model. Organizational behavior and human performance, 30(1), 109-131.
Gross, J. J., & Thompson, R. A. (2007). Emotion regulation: Conceptual foundations. Handbook of emotion regulation (pp.3-24). New York: Guilford Press.
Hoyle, R. H. (1995). The structural equation modeling approach: Basic concepts and fundamental issues. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues, and applications (pp.1-15). Thousand Oaks, CA: Sage.
Hulin, C. L., Henry, R. A., & Noon, S. L. (1990). Adding a dimension: Time as a factor in the generalizability of predictive relationships. Psychological Bulletin, 107(3), 328-340.
Judge, T. A., Boudreau, J. W., & Bretz, R. D. (1994). Job and life attitudes of male executives. Journal of Applied Psychology, 79(5), 767-782.
Judge, T. A., Cable, D. M., Boudreau, J. W., & Bretz, R. D. (1995). An empirical investigation of the predictors of executive career success. Personnel Psychology, 48(3), 485-519.
Johnson, H. A. M., & Spector, P. E. (2007). Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319-333.
Katz, R. (1980). Time and work: Toward an integrative perspective. Research in Organization Behavior, 2, 81-127.
Lian, H., Ferris, D. L., & Brown, D. J. (2012). Does power distance exacerbate or mitigate the effects of abusive supervision? It depends on the outcome. Journal of Applied Psychology, 97(1), 107-123.
Little, T. D., Lindenberger, U., & Nesselroade, J. R. (1999). On selecting indicators for multivariate measurement and modeling with latent variables: When" good" indicators are bad and" bad" indicators are good. Psychological Methods, 4(2), 192-211.
Lopes, P. N., Salovey, P., Côté, S., Beers, M., & Petty, R. E. (2005). Emotion regulation abilities and the quality of social interaction. Emotion, 5(1), 113-118.
Liden, R. C., Sparrowe, R. T., & Wayne, S. J. (1997). Leader-member exchange theory: The past and potential for the future. Research in Personnel and Human Resources Management, 15, 47-120.
McGrath, J.E. (1976). Stress and behavior in organizations. In M.D. Dunnette(Ed.), Handbook of industrial and organizational psaychology (pp.390-419). Chicago: Rand McNally.
Masterson, S. S. (2001). A trickle-down model of organizational justice: relating employees' and customers' perceptions of and reactions to fairness. Journal of Applied Psychology, 86(4), 594-604.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.
Mayer, D. M., Kuenzi, M., Greenbaum, R., Bardes, M., & Salvador, R. B. (2009). How low does ethical leadership flow? Test of a trickle-down model. Organizational Behavior and Human Decision Processes, 108(1), 1-13.
Pugliesi, K., & Shook, S. L. (1997). Gender, jobs, and emotional labor in a complex organization. Social Perspectives on Emotion, 4(1), 283-316.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12(1), 23-37.
Stang, D. J. (1975). Effects of ” mere exposure” on learning and affect. Journal of Personality and Social psychology, 31(1), 7-12.
Siegler, R. S. (1976). Three aspects of cognitive development. Cognitive Psychology, 8(4), 481-520.
Steiger, J. H. (1990). Structural model evaluation and modification: An interval estimation approach. Multivariate Behavioral Research, 25(2), 173-180.
Sutton & Kahn. (1986). Prediction, understanding and control as antidotes to organizational stress. Englewood Cliffs, NJ: Prentice-Hall.
Thompson, E. R. (2007). Development and validation of an internationally reliable short-form of the positive and negative affect schedule (PANAS). Journal of Cross-cultural Psychology, 38(2), 227-242.
Tsai, W. C., & Huang, Y. M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87(5), 1001-1008.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: testing a model of emotional labor. Journal of Occupational Health Psychology, 8(1), 55-73.
Tetrick, L. E., & LaRocco, J. M. (1987). Understanding, prediction, and control as moderators of the relationships between perceived stress, satisfaction, and psychological well-being. Journal of Applied Psychology, 72(4), 538-543.
Zajonc, R. B. (1968). Attitudinal effects of mere exposure. Journal of Personality and Social Psychology, 9(2p2), 1-27.
Zapf, D. (2002). Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review, 12(2), 237-268.
Zaleznik & Howard. (1977). Stress reaction in organizations: syndromes, causes, and consequences. Behavior Science, 22(3), 151-162