臺灣博碩士論文加值系統

對服務性工作者而言，情緒勞務是其日常工作中的核心要素，隨著服務性經濟的蓬勃發展，情緒勞務對服務性工作者的影響與重要性也與日俱增。考量到情緒勞務的研究對象大多以私部門的服務性工作為主、公部門服務性工作人員在從事情緒勞務時，可能面臨到壓力與績效問題，以及越來越多的女性投入職場，故有必要探討情緒勞務對壓力與績效所產生的影響，並進一步地研究男女在此關係中的差異。因此，本研究目的為探討情緒勞務、工作壓力與工作績效之間的關係，並以性別為調節變項，探討情緒勞務對工作壓力及工作績效的影響。

本研究以公部門人員為研究對象，以方便抽樣為調查方式蒐集資料，共計回收396份卷，回收有效問卷為306份，經回歸分析後，實證研究結果發現：表層情緒勞務對工作壓力有正向影響，且深層情緒勞務對工作績效的正向影響，女性比男性大。

基於以上結論，本研究分別就理論面與實務面提出相關建議。

For service workers, emotional labor is a core element in daily life. With the flourishing development of the service economy, the impact and importance of emotional labor on service workers have grown with each passing day. In consideration the fact research precipitants of emotional labor are mostly engaged in service work in the private sector, stress and performance issues possibly arise for service workers from the public sector, and more women entering the workplace, it is necessary to explore the impact of emotional labor on stress and performance and further study differences between men and women in the relationship.

Public sector employees were adopted as research participants in this study. Convenience sampling was adopted as the survey method for collecting data. A total of 396 questionnaire copies were recovered, of which 306 copies were valid copies. Through regression analysis, the empirical study findings are as follows: surface acting had a significant effect on work stress, gender had a moderating effect on the relationship between deep acting and job performance, and this effect is greater on female than on male.

Based on the above conclusion, recommendations from theoretical and practical aspects were put forth.

中文摘要 v
英文摘要 vi
誌 謝 vii
目 錄 viii
表 目 錄 ix
圖 目 錄 x
第一章 緒論 11
第二章 文獻探討 14
第一節 工作績效 14
第二節 情緒勞務 23
第三節 工作壓力 33
第四節 性別差異 47
第五節 假說推導 55
第六節 研究架構圖 60
第三章 研究方法 61
第一節 研究樣本與程序 61
第二節 研究變項之衡量 64
第三節 資料分析 66
第四章 研究結果 68
第一節 描述性統計分析 68
第二節 差異分析 69
第三節 信度分析 71
第四節 相關分析 75
第五節 迴歸分析 77
第六節 研究假設之驗證結果 82
第五章 結論與建議 84
第一節 研究結論 84
第二節 研究限制與建議 88
第三節 理論與實務意涵 90
參考文獻 92
一、中文部份 92
二、英文部份 97

一、中文部份
王淑霞(2004)。組織政治知覺、組織氣侯、角色壓力、組織承諾與工作績效關聯性之研究－以嘉義縣稅捐稽徵處為例。南華大學管理科學研究所碩士論文，嘉義。
王裕盟(2011)。人格特質、情緒勞務與工作績效之關聯性研究—以定期貨櫃航商業務人員為例。國立高雄海洋科技大學航運管理研究所碩士論文，高雄。
王儷霓(2005)。公司組織變革之組織與工作績效之影響因素探討-以中油為例。南台科技大學企業管理研究所碩士學位論文，台南。
李奇玫(2009)。就業服務員情緒勞務對工作活力影響之研究-以情緒智力為調節變項。南台科技大學人力資源管理研究所碩士論文，台南。
李瑞文(2002)。國立大學校院人事人員工作壓力與因應策略之研究。屏東師範學院國民教育研究所碩士論文，屏東。
江文賢(2008)。主管領導型態、員工工作態度、組織承諾與工作績效之關聯研究-以車燈產業為例。南台科技大學高階主管企管所碩士學位論文，台南。
呂寶靜、莫藜藜、鄭麗珍、陳毓文、游美貴、林惠芳、吳玉琴(2009）。推估未來十年台灣社會工作專業人力需求。台灣社會工作專業人員協會申請內政部公益彩券回饋金補助計畫（第一年結案報告）。
何月妃、連雅慧、艾昌瑞(2011)。便利商店員工情緒勞務、組織公民行為與組織績效相關之研究。休閒運動保健學報，2，82-98。
余鑑、于俊傑、余采芳、鄭孙珊(2011)。理財專員情緒勞動、工作壓力對離職傾向影響之研究。中華管理評論國際學報，14(4)，1-23。
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。
吳慧君(2010)。《大學行政人員知覺組織支持、組織創新、工作活力與工作績效關係之研究─以獲教學卓越計畫大學為例》，國立高雄師範大學成人教育研究所博士論文，高雄。
吳欣蓓、陸洛、巫姍如(2010)。績效優異員工之背景與職能條件:在台上市電腦系統公司為例。人力資源管理學報，10(2)，1-26。
吳錦隆（2001）。影響國中訓導主任工作壓力與工作適應相關因素之研究。國立彰化師範大學工業教育學系教學碩士論文，彰化。
吳水丕、呂佩珊(2008)。「大台北地區國小教師工作壓力與休閒參與之關係研究」。工作與休閒學刊，1(1)，49-61。
邱集福(2013)。工作壓力對工作績效影響之研究：以H公司桃園廠為例。龍華科技大學商學與管理研究所碩士論文，桃園。
林月華(2010)。論工作特性對員工內在動機、任務績效與組織公民行為之影響。國立中央大學企業管理學系碩士論文，桃園。
林淑華(2001)。情緒覺察評量表之發展：性別、憂鬱、情緒性質及情緒重要性之影響。高雄醫學大學行為科學研究所碩士論文，高雄。
林宥芯(2010)。專業環境與情緒勞動：以保護型社工員為例。實踐大學社會工作所碩士論文，高雄。
林淑萍(2006)。組織變革下情緒勞務、工作滿足與組織承諾之研究以臺北市立聯合醫院醫務社會工作者為例。東吳大學社會工作所碩士論文，台北。
林振勇(2009)。公路監理人員人格特質、工作投入、情緒勞務與工作績效之研究－以高雄市監理處為例。國立高雄應用科技大學商務經營研究所碩士論文。高雄。
林素鉁、陳重光、黃莉珍、侯東旭(2010)。臺灣中部之區域教學醫院手術室護理人員之工作壓力及其工作滿意度相關性研究。若瑟醫護雜誌，4（1），15-34。
林金生(2003)。國民中學輔導教師工作壓力、因應策略與負向情緒經驗之研究。國立高雄師範大學輔導研究所碩士論文，高雄。
林子超、簡君倫、劉旭冠(2013)。人口統計變數在工作生活品質、工作壓力與工作績效之差異性分析：以臺灣的國際觀光旅館櫃檯人員為例。餐旅暨觀光，10(1)，14-26。
林天印(2008)。國民中小學行政人員人格特質、資訊素養對工作績效績效影響之研究-以高屏地區為例。國立屏東教育大學教育行政研究所博士論文，屏東。
林水木(2001)。小學組織變革與教師工作壓力關係之研究。台中師範學院國民教育研究所碩士論文，台中。
林麗娟(2008)。工作壓力、職業倦怠與工作績效關係之研究─以台中郵局為例。國立臺中技術學院事業經營研究所碩士論文，台中。
林韋君(2008)。台灣地區員工工作壓力來源之探討-以聯合心理諮商所服務對象為例。中央大學人力資源管理研究所碩士論文，桃園。
林明珠、張玉明(2008)。國民中學體育組長工作壓力與職業倦怠關係之研究。嘉南學報，34，767-779。
周宥均、曾信超（2009）。公營與民營銀行從業人員工作績效之實證研究。嘉南學報，35，767-780。
柯宏君（2011）。國際觀光旅館從業人員工作壓力、職業倦怠與離職傾向關係之研究。國立高雄應用科技大學觀光與餐旅管理系碩士論文，高雄。
柳文華(2007)。人力資源措施與外籍勞工海外適應對工作績效之影響。銘傳大學管理研究所碩士論文，台北。
洪玲茹(2002)。社教機構員工工作壓力、社會支持與專業承諾關係之研究－以高雄市公立社教機構為例。國立屏東師範學院國民教育研究所碩士論文，屏東。
洪靜惠(2005)。高雄縣市國民中學專任行政人員人格特質、工作壓力與工作績效關係之研究。國立高雄師範大學碩士論文，高雄。
施沛鈃(2008)。就業服務員之情緒勞務、工作滿意度、工作倦怠與離職傾向之相關研究。國立彰化師範大學復健諮商研究所碩士論文，彰化。
施惠文(2005)。工作壓力、社會支持與工作績效之相關研究-以高雄市政府員工為例。國立中山大學人力資源管理研究所碩士在職專班碩士論文，高雄。
倪偉倫(2014)。身心障礙者支持性就業服務員情緒勞務、組織認同與幸福感之相關研究。高雄師範大學諮商心理與復健諮商研究所碩士論文，高雄。
高旭繁、陸洛(2011)。工作壓力及其後果的組群差異：以OSI模式為理論基礎之大樣本分析。臺大管理論叢，22(1)，239-272。
高振源(2009)。工作滿意、知識分享與工作績效之關聯性研究-以3M台灣子公司為例。私立佛光大學管理學系碩士在職專班碩士論文，宜蘭。
高鳳霞、鄭伯壎(2014)。職場工作壓力：回顧與展望。人力資源管理學報，14(1)，77–101。
莊朝勝(2012)。學校兼行政教師對工作投入、工作壓力、工作滿意與工作績效相關之研究。國立屏東教育大學教育行政研究所碩士論文，屏東。
陳雅玲(2012)。花蓮縣政府採購人員工作壓力與工作績效實證研究。國立東華大學公共行政研究所碩士論文，花蓮。
陳欣榆(2013)。公務人員組織領導及情緒勞動對工作績效、團隊效能和工作滿意度之影響。銘傳大學公共事務所碩士論文，臺北。
陳靜江(2002)。身心障礙者就業轉銜之社區化就業服務理念與實務：作業流程與工作表格使用手冊。
陳忠正(2006)。人際關係與工作壓力對工作滿意度影響之研究─以高屏地區大學校院行政人員為例。國立高雄師範大學成人教育研究所碩士論文，高雄。
張景媛(1997)。國中生之正負向情緒與其後設認知、學習動機關系之研究。教育心理學報，29，51~76。
張雅婷(2011)。情緒勞動對服務人員工作壓力、工作態度與工作績效的影響：統合分析法之探討。國立中山大學人力資源管理研究所碩士論文，高雄。
張嘉福(2010)。人格特質、組織結構、工作績效與影響升遷關係之研究----以科學工業園區行政人員為例。明新科技大學工程管理研究所碩士學位論文，新竹。
張靖興(2010)。人格特質、工作壓力與工作績效之相關研究－以台灣織布業為例。逢甲大學紡織工程研究所碩士論文，台中。
張嘉福(2010)。人格特質、組織結構、工作績效與影響升遷關係之研究--以科學工業園區行政人員為例。明新科技大學工業工程與管理研究所碩士論文，新竹。
黃敦群、紀乃文、張雅婷、郭洧岑(2012)。情緒勞動的前因、後果與潛在干擾變數：統合分析法之探討。人力資源管理學報，14(3)，93-134。
曾旭稜(2014)。高風險社工情緒勞務、自我覺察與關係涉入之相關性研究。東海大學社會工作所碩士論文，台中。
傅彥凱、張朝欽(2009)。工作壓力、工作滿意與組織承諾之研究--以苗栗縣國小總務主任為例。《中華技術學院學報》，40，139-163。
楊月雲（2005）。門診護理人員工作壓力事件之探討。長庚護理，16（2），113-126。
齊群翔(2008)。員工投入驅動因子對員工工作績效、離職意圖之影響-- 一項跨時追蹤研究。國立中央大學人力資源管理研究所碩士論文，桃園。
楊龍祥(2004)。員警人員之知識管理、工作壓力、成就動機對專業承諾、工作士氣與工作績效的影響之研究-以嘉義縣警察局為例。南華大學管理科學研究所碩士論文，嘉義。
鄭光暉(2008)。人格特質、訓練設計、社會支持和工作績效關係之探討。國立中正大學企業管理所碩士論文，嘉義。
劉美玲(2008)。T銀行理財專員情緒勞動、工作壓力對離職傾向間之線性結構方程模式研究。國立臺灣師範大學工業科技教育學所碩士論文，台北。
劉皇模（2010）。情緒勞務、工作滿意及工作壓力之相關性研究－以國軍後勤人員為例。國防大學管理學院運籌管理學系所碩士論文，台北。
蔡澍勳（2001）。桃園縣國民小學總務主任工作壓力、因應方式與職業倦怠關係之研究。國立新竹師範學院學校行政研究所碩士論文，新竹。
蔡雅玲(2012)。嘉義縣國小教師休閒運動參與對工作壓力與工作績效之研究。國立臺灣體育運動大學運動管理學系碩士班碩士論文，嘉義。
蔡芳梅、曾瑞譙(2007)。「國民中學校長工作壓力與其因應策略之研究」。學校行政，50，167-188。
蔡奉真、詹長權(2011)。「台灣司法從業人員工作壓力與健康功能之性別差異」。台灣公共衛生雜誌，30，494-504。
蔡岳儒(2008)。社會支持、工作滿意與工作績效之關係研究-以雲林縣政府員工為例。國立雲林科技大學企業管理系碩士班碩士論文，雲林。
謝金燕(2011)。組織承諾、工作壓力、工作滿足對工作績效之影響－以嘉南農田水利會為例。南華大學企業管理系碩士論文，嘉義。
鍾揚傑(2012)。保護性業務社工員感受之督導功能與其情緒勞務相關因素研究。朝陽科技大學社會工作所碩士論文，台中。
簡慧芬(2010)。醫務社工情緒勞務負荷與替代性創傷之研究。國立中正大學勞工所碩士論文，嘉義。
魏婉婷(2008)。正職與派遣員工之工作滿意與工作績效之關連性研究-以高雄地區加工出口區為例。國立高雄師範大學人力與知識管理研究所碩士論文，高雄。
聶夢玲(2006)。在職進修者工作壓力與休閒行為相關之研究。國立空中大學生活科學學報，10，1-34。

二、英文部份
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Anderson, J. R. (1985). Cognitive psychology and its implications. San Francisco: Freeman.
Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee citizenship. Academy of Management Journal, 26, 587–595.
Bashir, U. and M.I. Ramay. (2010). Impact of stress on employees job performance: A study on banking sector of Pakistan. Int. J. Market. Stud., 2(1): 122-126.
Beehr, T. A., & Newman, J. E. (1978). Job stress, employee health, and organizational effectiveness: A facet analysis, model and literature review. Personnel Psychology, 31, 665-699.
Bennett-Levy, J. (2006). Therapist skills: a cognitive model of their acquisition and refinement. Behavioural and Cognitive Psychotherapy, 34, 57–78.
Bitner, Mary Jo, Stephen W. Brown, and Matthew L. Meuter. (2000). “Technology Infusion in Service Encounters.” Journal of the Academy of Marketing Science, 28, 138-149.
Brody, L. R., & Hall, J. A. (2008). Gender and emotion incontext. In M. Lewis, J. M. Haviland-Jones, & L. F.Barrett (Eds.), Handbook of emotions: 338–349. New York: Guilford.
Bretz, R. D., Boudreau, J. W., & Judge, T. A. (1994). Job search behavior of employed managers. Personnel Psychology, 47, 275-301.
Brown, D.R. and D. Harvey, 2006. An Experimental Approach to Organizational Development. 7th Edn., Upper Saddle River, Pearson Prentice Hall, New Jersey, pp: 252.
Borman, W. C., & Motowidlo, S. J. (1993). Expanding the criterion domain to include elements of contextual performance. In N. Schmitt, W. C. Borman, & Associates (Eds.), Personnel selection in organizations (pp. 71–98). San Francisco: Jossey-Bass.
Brotheridge, C.M. and Grandey, A.A. (2002). “Emotional labor and burnout: comparing two perspectives of ‘people work’”. Journal of Vocational Behavior, 60(1), 17-39.
C.M. Brotheridge & R.T. Lee (2003), “Development and Validation of the Emotional Labour Scale”. Journal of Occupational and Organizational Psychology, 76, 365–379.
Cartwright, S., & Cooper, C. L. (1997). Managing workplace stress(Vol. 1). Sage.
Cavanaugh, M.A., Boswell, W.R., Roehling, M.V., & Boudreau, J.W. (2000). An empirical examination of self-reported work stress among US managers. Journal of Applied Psychology, 85, 65–74.
Campbell, J. P. (1990). Modeling the performance prediction problem in industrial and organizational psychology. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of industrial and organizational psychology (Vol. 1, pp. 687–732). Palo Alto, CA: Consulting Psychologists Press.
Casio, W.F., (2013). Managing Human Resources: Productivity, Quality of Work Life, Profits. 9th Edn., McGraw-Hill, Irwin, New York, pp: 44.
Chen, C.K., Lin, C., Wang, S.H., & Hou, T.H. (2009). A study of job stress, stress coping strategies, and job satisfaction for nurses working in middle-level hospital operating room. Journal of Nursing Research, 17(3), 199-211.
Cox, T., Griffiths, A., & Rial-Conzalez, E. (2000). European Agency for Safety and Health at Work: Research on work-related stress. Lux¬embourg: European Communities.
Chao Liu, Xinmei Liu, Zizhen Geng. (2013). Emotional Labor Strategies And Service Performance: The Mediating Role Of Employee Creativity. The Journal of Applied Business Research, 29(5), 1583-1596.
Cooper, C.L. and Marshall, J. (1976), “Occupational sources of stress: a review of the literature relating to coronary heart disease and mental ill health”. Journal of Occupational Psychology, 49, 11-28.
Cohen, S., Janicki-Deverts, D., & Miller, G.E. (2007). Psychological stress and disease. JAMA, 298, 1685-1687.
Daniels, K., & Guppy, A. (1994). Occupational stress, social support, job control, and psychological well-being. Human Relations, 47, 1523- 1544.
Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284–294.
Parker, D. F., & DeCotiis, T. A. (1983). Organizational determinants of job stress. Organizational behavior and human performance, 32(2), 160-177
Fabes, R. A., & Martin, C. L. 1991. Gender and age stereotypes of emotionality. Personality and Social Psychology Bulletin, 17, 532–540.
Fantini-Hauwel C., Boudhouka A., Arciszewski T. (2012). Adult attachment and emotional awareness impairment: a multimethod assessment. Socioaffect Neurosci Psychol, 2, 1-8.
Grossman, M., & Wood, W. (1993). Sex differences in intensity of emotional experience: A social role interpretation. Journal of Personality and Social Psychology, 65, 1010–1022.
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.
Grandey, A., Dickter, D., & Sin, H.-P. (2004). The customer is not always right: Customer verbal aggression toward service employees. Journal of Organizational Behavior, 25(3), 397–418.
Gail Kinman (2009). Emotional labour and strain in “front-line” service employees, Does mode of delivery matter? Journal of Managerial Psychology, 24(2), 118-135.
Glomb,T. M.,&Tews,M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64, 1–23.
Grandey (2000) Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5(1), 95-110.
Garima Mathur, Navita Nathani and Shweta Sarvate (2013). An emotional antecedent to stress at work in health care, Advances in Management & Applied Economics, 3(1), 1-10.
Heneman, H. G., III. (1974). Comparisons of self- and superior ratings of managerial performance. Journal of Applied Psychology, 59, 638–642.
Hochschild, A. (1983). The managed heart: commercialization of human feelings. University of California Press.
Hsiao, L., Hsiao, M. C., & Wang, Y. L. (2013). Effects of office space and colour on knowledge sharing and work stress. South African Journal of Economic and Management Sciences, 16(5), 42-53.
Hobfoll, S. E., (1989). “Conservation of resources: A new attempt at conceptualizing stress.” American sychologist, 44, 513-524.
Hülsheger, Ute R.; Lang, Jonas W. B.; Maier, Günter W. (2010). Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15(4), 505-521.
Hur WM, Won Moon T, Jun JK. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management. 25, 105-123.
Ute R. Hu¨lsheger, Anna F. Schewev (2011) On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Research. Journal of Occupational Health Psychology, 16(3), 361-389.
Ivancevich, J. M., & Matteson, M. T (1980a). Stress and work. Glenview, II1.: Scott, Foresman.
Ivancevich, J.M., R. Konopaske and M.T. Matteson (2008). Organizational Behavior and Management. 8th Edn., McGraw Hill Irwin, Boston, New York, pp: 224-227.
Ivancevich, J. M., Matteson, M. T., & Preston, C. (1982). Occupational stress, Type A behavior, and physical well being. Academy of Management Journal, 25, 373-391.
Ivancevich, J. M. (1986). Life events and hassles as predictors of health symptoms, job performance, and absenteeism. Journal of Occupational Behavior, 7, 39-51.
Iplik, F. N., Topsakal, Y., & Iplik, E. (2014). The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. International Review of Management and Marketing, 4(3), 175-186.
Jick, T. D., & Payne, R. (1980). Stress at work. Exchange, 3, 50-56.
John S. Packard, Michael R. Manning, Stephan J. Motowidlo,. (1986). Occupational Stress: Its Causes and Consequences for Job Performance. Journal of Applied Psychology, 71(4), 618-629.
Johnson, Hazel-Anne M.; Spector, Paul 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.
Joseph A. Allen, James M. Diefendorff &Yufeng Ma. (2013). Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers. Journal of Business and Psychology, 28(1), 21-35.
Joseph, D. L., & Newman, D. A. (2010). Emotional intelligence: An integrative meta-analysis and cascading model. Journal of Applied Psychology, 95, 54-78.
Kammeyer‐Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y., & Halvorsen‐Ganepola, M. D. (2013). A Meta‐Analytic Structural Model of Dispositonal Affectivity and Emotional Labor. Personnel Psychology, 66(1), 47-90.
Kanfer, R., & Ackerman, P. L. (1989). Motivation and cognitive abilities:An integrative/aptitude-treatment interaction approach to skill acquisition [Monograph]. Journal of Applied Psychology, 74, 657-690.
Kauppinen, T., Hanhela, R., Kandolin, I., Karjalainen, A., Kasvio, A., Perkiö-Mäkelä, M., Viluksela, M. (2012). Changes in work and working conditions 1997-2009. Working in Finland. Helsinki: Finnish Institute of Occupational Health Helsinki Vammalan kirjapaino Oy.
Karimi, L., Leggat, S. G., Donohue, L., Farrell, G., & Couper, G. E. (2014). Emotional rescue: the role of emotional intelligence and emotional labour on well‐being and job‐stress among community nurses. Journal of advanced nursing, 70(1), 176-186.
Kessler,Brown, & Boman. (1981). Sex Differences in Psychia Help-Seeking:Evidence from Four Large-Scale Surveys. Journal of Health and Social Behavior, 22, 49-64.
Kenneth J . Meier, Sharon H . Mastracci & Kristin Wilson. (2006). Gender and Emotional Labor in Public Organizations: An Empirical Examination of the Link to Performance. Public Administration review, 66(6), 899-909.
Kirchner, W. K. (1965). Relationships between supervisory and subordinate ratings for technical personnel. Journal of Industrial Psychology, 3, 57–60.
Karen Pugliesi. (1999). The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Weil-Being. Motivation and Emotion, 23(2), 125-154.
Kamal Ghalandari, Maryam Ghorbani Ghale Jogh, Mahdi Imani and Leila Babaei Nia. (2012). The Effect of Emotional Labor Strategies on Employees Job Performance and Organizational Commitment in Hospital Sector: Moderating Role of Emotional Intelligence in Iran. World Applied Sciences Journal, 17(3), 319-326.
Karasek, R. (1979). 'Job demands, job decision latitude, and mental strain: Implications for job redesign'. Administrative Science Quarterly, 24, 285-306.
Kruml, S., & Geddes, D. (1998). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Paper presented at the First Conference of Emotions in Organizational Life, SanDiego.
Kruml, S.M. and Geddes, D. (2000). Exploring the dimensions of emotional labor: the heart ofHochschild’s work. Management Communication Quarterly, 14(1), 8-49.
Kring, A. M., & Gordon, A. H. (1998). Sex differences inemotion: Expression, experience, and physiology. Journal of Personality and Social Psychology, 74, 686–703.
Lazarus, R. S., & Launier, R. (1978). Stress-related transactions between persons and environment. In L. A. Pervin & M. Lewis (Eds.), Perspectives in interactional psychology (pp. 287-327). New York: Plenum.
Lin, N., & Ensel, W. M. (1989). Life stress and health: Stressors and resources. American Sociological Review, 54, 382-399.
Little, L.M. (2007). Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance. Oklahoma State University.
Liu, Chao; Liu, Xinmei; Geng, Zizhen,. (2013). Emotional Labor Strategies And Service performance: The Mediating Role Of Employee Creativity. The Journal of Applied Business Research, 29(5), 1583-1596.
Lu C, Shih Y, Chen Y. (2013). Effects of emotional labor and job satisfaction on organizational citizenship behaviors: A case study on business hotel chains. Int J Organ Innov, 5(4), 165-176.
Lee, J.J., Ok, C., (2012). Reducing burnout and enhancing job satisfaction: critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of Hospitality Management, 31(4), 1101–1112.
Leong, C. S., Fumham, A., & Cooper, C. L. (1996). The moderating effect of organizational commitment on the occupational stress outcome relationship. Human Relations, 49, 1345-1363.
Margolis, B. K., & Kroes, W. H. (1973). Occupational Stress and Strain.Occupational Mental Health.
Marino, S. (1997). The stress epidemic. Industry week, 246, 14.
Mattila, A.S., Grandey, A.A., & Fick, G.M. (2003). The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6(2), 136–143.
Mann, S. (1999). “Emotion at work: to what extent are we expressing, suppressing, or faking it?” European Journal of Work & Organizational Psychology, 8, 347-69.
Mann, S., Cowburn, J. (2005). Emotional labour and stress within mental health nursing. Journal of Psychiatric and Mental Health Nursin, 12, 154-162.
McLean A. (1974). Occupational Stress, Charles Thomas Publisher, Springfield, IL.
McVicar, A. (2003). Workplace Stress in Nursing: A Literature Review. Journal of Advanced Nursing, 44(6), 633-642.
McCauley, C. D., Ruderman, M. N., Ohlott, P. J., & Morrow, J. E. (1994). Assessing the developmental components of managerial jobs. Journal of Applied Psychology, 79, 544-560.
Merton, J. (1997). Facial-affective behavior, mutual gaze, and emotional experience in dyadic interactions. Journal of Nonverbal Behavior, 21, 179–201.
Merelman, D. (1997). Stressed. Forbes, 159, 20-21.
Mesmer-Magnus J. R., DeChurch L. A., Wax A. (2012). Moving emotional labor beyond surface and deep acting: a discordance–congruence perspective. Organ. Psychol. Rev, 2, 6–53.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Journal, 21, 989 – 1010.
Morris, J. H., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257–275.
Motowidlo, Stephan J.; Van Scotter, James R.,(1994). Evidence that task performance should be distinguished from contextual performance. Journal of Applied Psychology, 79(4), 475-480.
Marin, M-F., Lord, C., Andrews, J., Juster, R-P., Sindi, S., Arsenault-Lapierre, G., Fiocco, A.J., & Lupien, S.J. (2011). Chronic stress, cognitive functioning, and mental health. Neurobiology of Learning and Memory, 96, 583-595.
Muhammad Awais Bhatti, Veera Pandiyan Kaliani Sundram & Chee Hee Hoe. (2012). Gender Stereotypes: Expatriates Job Performance and Gender Perception through Host Country Nationals (HCN’s) Perspectives. International Journal of Business and Management, 7(17), 27-33.
Nasr, L., (2012). The relationship between the three components model of commitment, workplace stress and career path application to employees in medium size organizations in Lebanon. Journal of Organizational Culture, Communications and Conflict, 6(1), 71-87.
Netemeyer, R. G., Maxham III, J. G., & Pullig, C. (2005). Conflicts in the work–family interface: Links to job stress, customer service employee performance, and customer purchase intent. Journal of Marketing, 69(2), 130-143.
Nixon, A. E., Yang, L.-Q., Spector, P. E., & Zhang, X. (2011). Emotional labor in China: Do perceived organizational support and gender moderate the process? Stress and Health, 27, 289–305.
Nunnally, J. (1978). Psychometric methods.
Organ, D., & Ryan, K. (1995). A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775–802.
Organ, D. W. (1977). A reappraisal and reinterpretation of the satisfaction-causes-performance hypothesis. Academy of management Review, 2(1), 46-53.
Organ, Dennis W. (1988). Organizational Citizenship Behavior: The Good Soldier Syndrome. Lexington, MA: Lexington Books.
Payne, P. (2006). What’s wrong with emotional labour? Research Paper, 65, Skope Publications..
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23 – 37.
Rao, S. and S. Borkar (2012). Development of scale for measurement of stress and performance status of public and private sector bank employees. Indian Streams Research Journal, 2(7), 1-7.
Reuben M. Baron and David A. Kenny. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51, 6, 1173-1182.
Richardson, K. M., & Rothstein, H. R. (2008). Effects of occupational stress management intervention programs: A meta-analysis. Journal of Occupational Health Psychology, 13(1), 69-93.
ROBBINS, S.P. (2001). Organizational behavior. Englewood Cliffs, NJ: Prentice-Hall.
Selye, H. (1982). History and present status of the stress concept. In L. Goldberger & S. Breznitz (Eds.), Handbook of stress (pp. 7-17). New York: Free Press.
Tang, P., Chen, Y. & Chen, L. (2002). Work stress. Chinese Journal of Occupational Medicine, 9(2), 145-147.
Robyn E. Goodwin , Markus Groth, Stephen J. Frenkel. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79 , 538–548.
Rotundo, M., & Sackett, P. R. (2002). The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance: A policy-capturing approach. Journal of Applied Psychology, 87, 66 – 80.
Rue, L.W. and L.L. Byars ( 2007). Management: Skills and Application. 12th Edn., McGraw Hill Irwin, Boston, pp: 348-350.
Rutter, D. R., & Fielding, P. J. (1988). Sources of occupational stress: An examination of British prison officers. Work and Stress, 2(4), 291-299.
Schuler, R. S. (1980). Definition and conceptualization of stress in organizations. Organizational Behavior and Human Performance, 25, 184-215.
Scott, B. A., & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of Management Journal, 54, 116–136.
Selye H. (1974). Stress without distress. Philadelphia, PA: J.B. Lippincott Co.
Sen, S., (2008). Executives and the Stress Factor. The Icfai University Press, pp: 39-44.
Selamawit Zewdu Salilih, MSc; Amanuel Alemu Abajobir, MPH. (2014). Work-Related Stress and Associated Factors Among Nurses Working in Public Hospitals of Addis Ababa, Ethiopia: A Cross-sectional Study. Workplace health & safety, 62(8), 326-332.
Sheena Johnson, Cary Cooper Sue, Cartwright, Ian Donald and Paul Taylor, Clare Millet. (2005). The experience of work-related stress across occupations. Journal of Managerial Psychology, 20(2), 178-187.
Simpson, P. A., & Stroh, L. K. (2004). Gender differences: Emotional expression and feelings of personal inauthenticity. Journal of Applied Psychology, 89, 715–721.
de Smet, P., Sans, S., Draimaix, M., Boulenquez, C., de Backer, G., Fer¬rario, M., Kornitzer, M. (2005). Gender and regional differences in perceived job stress across Europe. European Journal of Public Health, 29, 444-451.
Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68, 653–663.
Sheena J., Cary C., Sue C., Ian D., Paul T., Clare M. (2005). “The expereince of work-related stress across occupations”. Journal of Managerial Psychology, 20(2), 178-187.
Samantha L. Chau. (2007). Examining the emotional labor process: A moderated model of emotional labor and its effects on job performance and turnover. Dissertation Abstracts International, 68, 63-71.
Spielberger, C D; Reheiser, E C,. (1994). The Job Stress Survey: Measuring Gender Differences in Occupational Stress. Journal of Social Behavior and Personality, 9(2), 199-218.
Simmons, B.L, & Nelson, B.L. (2001). Eustress at work: The relationship between hope and health in hospital nurses. Health Care Management Review, 26, 7–18.
Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94, 429–444.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: testing a model of emotionallabor. Journal of Occupational Health Psychology, 8, 55–73.
Tjasa Pisljar a, Tanja van der Lippea, Laura den Dulk. (2011). Health among hospital employees in Europe: A cross-national study of the impact of work stress and work control. Social Science & Medicine, 72(6), 899-906.
Van Gelderen, B.R. (2013). At the Heart of Policing: Emotional labor among police officers. Erasmus University Rotterdam.
Wagner, D.T., Barnes, C.M., & Scott, B.A. (2014). Driving it home: How workplace emotional labor harms employee home life. Personnel Psychology, 67(2), 487-516.
Weinberg, A., Cooper, C. and Sutherland, V.J. (2010). Organizational Stress Management: A Strategic Approach, Palgrave MacMillan, New York, NY.
Wilhelmsen L, Kornitzer M. (2005). Gender and regional differences in perceived job stress across Europe. European Journal of Public Health, 29, 444-451.
Whitelegg, Drew. (2002). ‘Cabin Pressure: The Dialectics of Emotional Labour in the Airline Industry.’ The Journal of Transport History, 23(1), 73 – 86.
Williams, C. (2003). “Sky Service: The Demands of Emotional Labour in the Airline Industry”. Gender, Work and Organization, 10(5), 513-550.
Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17, 601–617.
Wortzel, R. (1979). New life style determinants of women’s food shopping behavior. Journal of Marketing, 43(3), 28-39.
Wu, Y. (2011). Job stress and job performance among employees in the Taiwanese finance sector: The role of emotional intelligence. Social Behavior and Personality, 39(1), 21-32.