由於市場環境不斷地演變，二十一世紀轉為一個全面競爭的時代，市場競爭的趨勢已由成本轉變成追求品質，甚至轉為注重顧客對產品服務的需求，滿足顧客。服務業業者，莫不思量如何讓企業增值、更具戰備力，使組織不得不更專注於其所提供給顧客與客戶的服務本質與品質，因為顧客滿意度與忠誠度是組織績效重要的指標。
尤以服務業的本質是提供能滿足顧客需求，或提供比消費者所期望中更好的產品，當顧客和服務人員接觸時，服務人員會產生某種情緒感受與情緒表現，就在這樣的情緒印象，決定了顧客的去留。其中服務顧客接觸中，表現出組織所要求之情緒表現者，稱之情緒表達（Employee affective delivery）。本研究以情緒勞務為本研究之主軸，並對員工知覺到的組織與環境支持，對服務人員在從事情緒勞務工作上的影響，不僅探討服務人員知覺組織整體對工作及福利的關心，並將服務人員知覺到的主管與同事支持一併探討。服務人員情緒表達與情緒隱藏的產出亦相當重要，本研究將工作滿意度與服務績效納入研究，欲驗證透過此兩項工作結果，對企業最關心的顧客感受之影響。即為員工的服務工作後，帶給顧客如何的影響。而績效的產物為顧客忠誠度與滿意度，本研究再與以驗證，驗證針對員工的情緒控管，對企業是否有正向幫助，與是否能提高顧客再上門消費機率，並提升原本的績效與業績。最後除探討服務人員情緒表達與情緒隱藏後之工作結果及顧客知覺外，並驗證本身服務人員個別差異是否對工作滿意有不同的影響，故加入了正負向情感性人格特質為員工情緒表達與工作滿意度間之干擾因子。
本研究採用結構方程模式（Structural Equation Modeling）之LISREL的結構模式（Structual model），來完成以同時研究（Simultaneous rearch）之方法，整合組織面（知覺組織支持、主管支持與同事支持）、員工面（正向情緒表達、負向情緒隱藏、人格特質、工作滿意與服務績效）及顧客面（顧客滿意度與忠誠度），探索這些變項之間相關性與彼此影響。並以多樣本分析（Multisample analyses）的方式來分析正負向情感性傾向高與低者對工作滿意的影響。

This study examined whether perceived supports（e.g., perceived organization, supervisor, and cowoker support）would influence employee’s affective delivery majorly, and discussed with the effects between employee’s affective delivery, his job outcomes（e.g., job satisfaction and service performance）, and customers’ perception, such as customer satisfaction and loyalty, to what organizations pay attention most.At last, we involved PANAS in our study to examine whether PANAS moderated employee’s affective delivery－job satisfaction relationship. This study extends past research by proposing perceived supports, customers’ perception, and PANAS. 222 emolyees, 44 supervisors, and 208 customers who were served by one of those emolyees participated in this study.We used Structual model of structural equation modeling to achieve simultaneous rearch on inter-variable. We also used multisample analyses to analyse the effects of PANAS.

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