| 期刊論文1. | Bechtoldt, M. N.、Rohrmann, S.、De Pater, I. E.、Beersma, B.(2011)。The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor。Journal of Applied Psychology,96(5),1087-1094。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Carmeli, A.、Yitzhak, M.、Weisberg, J.(2009)。The Relationship between Emotional Intelligence and Psychological Wellbeing。Journal of Managerial Psychology,24(1),66-78。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Deutsch, F. M.(1990)。Status, Sex, and Smiling: The Effect of Role on Smiling in Men and Women。Personality and Social Psychology Bulletin,16(3),531-530。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Fullerton, Ronald A.、Punj, G.(1993)。Choosing to Misbehave: A Structural Model of Aberrant Consumer Behavior。Advances in Consumer Research,20(1),570-574。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Hu, H. H.、Hsu, C. T.、Lee, W. R.、Chang, R. H.、Hsu, M. H.(2011)。Mediating and moderating processes in the relation between problem customer perceptions and work-family conflict。Service Industries Journal,31(8),1365-1380。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Landy, F. J.(2005)。Some Historical and Scientific Issues Related to Research on Emotional Intelligence。Journal of Organizational Behavior,26(4),411-424。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Lazarus, R. S.(2001)。Conservation of Resources Theory (COR): Little More than Words Masquerading as a New Theory。Applied Psychology: An International Review,50(3),381-391。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Spencer, S.、Rupp, D. E.(2009)。Conflicted: Injustice toward Coworkers Heightens Emotional Labor through Cognitive and Emotional Mechanisms。Journal of Applied Psychology,94(2),429-444。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Voola, R.、Carlson, J.、West, A.(2004)。Emotional Intelligence and Competitive Advantage: Examining the Relationship from a Resource-based View。Strategic Change,13(2),83-93。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Wharton, A. S.、Erickson, R. J.(1993)。Managing Emotions on the Job and at Home: Understanding the Consequences of Multiple Emotional Roles。Academy of Management Review,18(3),457-486。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Yoo, S. H.、Salovey, P.(2008)。Emotional Intelligence and Emotional Responses to Hypothetical and Actual Frustrating Stressors。Imagination, Cognition and Personality,28(3),239-250。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Dormann, C.、Zapf, D.(2002)。Social stressors at work, irritation, and depressive symptoms: accounting for unmeasured third variables in multi-wave study。Journal of Occupational and Organizational Psychology,75(1),33-58。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Rupp, D. E.、McCane, A. S.、Spencer, S.、Sonntag, K.(2008)。Customer (in) justice and emotional labor: The role of perspective taking, anger, and emotional regulation。Journal of Management,34(5),903-924。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | Strutton, D.、Vitell, S. J.、Pelton, L. E.(1994)。How consumers may justify inappropriate behavior in market settings: An application on the techniques of neutralization。Journal of Business Research,30(3),253-260。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | James, N.(1989)。Emotional Labor: Skill and Work in the Social Regulation of Feelings。Sociological Review,37(1),15-42。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | Judge, T. A.、Woolf, E. F.、Hurst, C.(2009)。Is Emotional Labor More Difficult for Some than for Others? a Multilevel, Experience-Sampling Study。Personnel Psychology,62(1),57-88。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 17. | Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review,18(1),88-115。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 18. | Rafaeli, A.(1989)。When clerks meet customers: A test of variables related to emotional expressions on the job。Journal of Applied Psychology,74(3),385-393。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 19. | Rupp, Deborah E.、Spencer, Sharmin(2006)。When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions。Journal of Applied Psychology,91(4),971-978。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 20. | Thoresen, C. J.、Kaplan, S. A.、Barsky, A. P.、Warren, C. R.、de Chermont, K.(2003)。The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration。Psychological Bulletin,129(6),914-945。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 21. | Wong, C. S.、Law, K. S.、Wong, P. M.(2004)。Development and validation of a forced choice emotional intelligence measure for Chinese respondents in Hong Kong。Asia Pacific Journal of Management,21(4),535-559。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 22. | Brotheridge, C. M.、Lee, R. T.(2003)。Development and Validation of the Emotional Labor Scale。Journal of Occupational and Organizational Psychology,76(3),365-379。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 23. | Grandey, A. A.、Cropanzano, R.(1999)。The conservation of resources model applied to work-family Conflict and Strain。Journal of Vocational Behavior,54(2),350-370。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 24. | Brown, C. S.、Sulzer-Azaroff, B.(1994)。An assessment of the relationship between customer satisfaction and service friendliness。Journal of Organization Behavior Management,14(2),55-75。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 25. | Harris, L. C.、Reynolds, K. L.(2003)。The consequences of customer dysfunctional behavior。Journal of Service Research,6(2),144-161。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 26. | Goodwin, R. E.、Groth, M.、Frenkel, S. J.(2011)。Relationships between emotional labor, job performance, and turnover。Journal of Vactional Behavior,79(2),538-548。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 27. | Gross, James J.(2002)。Emotion regulation: Affective, cognitive, and social consequences。Psychophysiology,39(3),281-291。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 28. | Scott, B. A.、Barnes, C. M.(2011)。A Multilevel Field Investigation of Emotional Labor, Affect, Work Withdrawal, and Gender。Academy of Management Journal,54(1),116-136。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 29. | Brotheridge, Celeste M.、Lee, Raymond T.(2002)。Testing a conservation of resources model of the dynamics of emotional labor。Journal of Occupational Health Psychology,7(1),57-67。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 30. | Wong, Chi-Sum、Law, Kenneth S.(2002)。The Effects of Leader and Follower Emotional Intelligence on Performance and Attitude: An Exploratory Study。The Leadership Quarterly,13(3),243-274。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 31. | Gross, James J.、John, Oliver P.(2003)。Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being。Journal of Personality and Social Psychology,85(2),348-362。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 32. | Brotheridge, Céleste M.、Grandey, Alicia A.(2002)。Emotional Labor and Burnout: Comparing Two Perspectives of "People Work"。Journal of Vocational Behavior,60(1),17-39。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 33. | Tsai, Wei-Chi、Huang, Yin-Mei(2002)。Mechanisms linking employee affective delivery and customer behavioral intentions。Journal of Applied Psychology,87(5),1001-1008。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 34. | Tsai, Wei-Chi(2001)。Determinants and consequences of employee displayed positive emotions。Journal of Management,27(4),497-512。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 35. | 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 36. | Mayer, John D.、Salovy, Peter(1990)。Emotional intelligence。Imagination, Cognition and Personality,9(3),185-211。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 37. | Grandey, Alicia 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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 38. | Colquitt, Jason A.(2001)。On the Dimensionality of Organizational Justice: A Construct Validation of a Measure。Journal of Applied Psychology,86(3),386-400。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 39. | Hobfoll, Stevan E.(1989)。Conservation of Resources: A New Attempt at Conceptualizing Stress。American Psychologist,44(3),513-524。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 40. | Trougakos, J. P.、Beal, D. J.、Green, S. G.、Weiss, H. M.(2008)。Making the Break Count: An Episodic Examination of Recovery Activities, Emotional Experiences, and Positive Affective Displays。Academy of Management Journal,51(1),131-146。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 41. | Diefendorff, James M.、Croyle, Meredith H.、Gosserand, Robin H.(2005)。The dimensionality and antecedents of emotional labor strategies。Journal of Vocational Behavior,66(2),339-357。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 42. | Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management,12(4),531-544。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 43. | Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 44. | Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal,6(1),1-55。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 45. | Hobfoll, Stevan E.(2001)。The Influence of Culture, Community, and the Nested-Self in the stress Process: Advancing Conversation of Resources Theory。Applied Psychology: An International Review,50(3),337-421。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 46. | Clayton, Susan D.(1992)。The experience of injustice: Some characteristics and correlates。Social Justice Research,5(1),71-91。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 47. | Ashkanasy, N. M.、Daus, C. S.(2002)。Emotion in the Workplace: The New Challenge for Managers。Academy of Management Executive,16(1),76-86。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 會議論文1. | Mills, M. K.、Bonoma, T. V.(1979)。Deviant Consumer Behavior: New Challenge for Marketing Researchence445-449。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書1. | Epstein, S.(1998)。Constructive Thinking: The Key to Emotional Intelligence。Westport, CT:Praeger/Greenwood。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Folkman, S.(1991)。Coping across the Lifespan: Theoretical Issues。Life-span Developmental Psychology: Perspectives on Stress and Coping。Hillsdale, NJ:Erlbaum。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 3. | Rivers, S. E.、Bracken, M. A.、Salovey, P.、Mayer, J. D.(2007)。Measuring Emotional Intelligence as a Set of Mental Abilities。The Science of Emotional Intelligence: Knowns and Unknowns。Oxford, UK:Oxford University Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Zeidner, M.、Matthew, G.、Roberts, R. D.(2009)。What We Know about Emotional Intelligence: How It Affects Learning, Work, Relationship, and Our Mental Health。Cambridge, MA:MIT Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Lovelock, C. H.(1994)。Product Plus: How Product and Service Equals Competitive Advantage。McGraw-Hill。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 6. | Kline, Rex B.(1998)。Principles and Practices of Structural Equation Modeling。Guilford Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 7. | Lazarus, Richard S.(1991)。Emotion and adaptation。Oxford University Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 8. | Goffman, Ervin(1959)。The Presentation of the Self in Everyday Life。New York:Doubleday Anchor。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 9. | Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | Goleman, D.(1995)。Emotional intelligence。Bantam Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | Aiken, Leona S.、West, Stephen G.、Reno, Raymond R.(1991)。Multiple regression: Testing and interpreting interactions。Sage。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | Lazarus, Richard S.、Folkman, Susan(1984)。Stress, Appraisal, and Coping。Springer。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | Bar-On, R.(2000)。Emotional and Social Intelligence: Insights from the Emotional Quotient。The Handbook of Emotional Intelligence: Theory, Development, Assessment and Application at Home, School, and in the Workplace。San Francisco, CA:Jossey-Bass。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 圖書論文1. | Mayer, John D.、Salovey, Peter(1997)。What is emotional intelligence?。Emotional development and emotional intelligence: educational implications。Basic Books。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 2. | Brislin, R. W.(1980)。Translation and content analysis of oral and written material。Handbook of cross-cultural psychology: Methodology。Boston, Massachusetts:Allyn and Bacon。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | |
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