中文部分
于家琳（2000）：《中介性職務之情緒勞動、情緒規則、及其社會化：以廣告業務人員為例》。國立中山大學人力資源管理研究所，碩士論文。
王春展（1999）：《兒童情緒智力發展之研究》。國立政治大學教育研究所，博士論文。
任金剛、黃國隆、鄭伯壎（2001）。〈組織文化與組織氣候〉。見鄭伯壎、郭建志、任金剛（主編）：《組織文化：員工層次的分析》。台北：遠流出版社。吳宗祐（1995）：《組織中的情緒規則及其社會化》。國立台灣大學心理學研究所，碩士論文。
吳宗祐、徐瑋伶、及鄭伯壎（2002）：〈怒不可遏？或忍氣吞聲？華人企業中主管威權領導行為與部屬憤怒情緒反應之關係〉。《本土心理學研究》，18，3-49。李佳燕（2000）：《直屬主管情緒表現與部屬工作態度：部屬情緒感受與情緒感染性的不同效果》。國立台灣大學心理學研究所，碩士論文。
李敏龍、楊國樞（1998）：〈中國人的忍：概念分析與實徵研究〉。《本土心理學研究》，10，3-68。林尚平（2000）：〈情緒勞務負擔量表之發展〉。《中山管理評論》，8(3)，427-447。林尚平、陳敦生（1997）：〈情緒勞務分類下自我監控力與組織行為結果之關聯性研究〉。《人力資源學報》，7，49-66。
高佳伶（2001）：《銀行行員情緒勞務負荷、影響因素與結果之研究》。國立中正大學勞工研究所，碩士論文。
張希文（2001）：《護理人員情緒智力量表之信效度檢測》。國立台灣大學護理學研究所，碩士論文。
張裕隆、劉岡憬（2001）：〈360度回饋與傳統上評鑑對領導效能預測力之比較〉。《應用心理學研究》，10，167-198。許曉玲（1995）：《精神科急性病房護理人員個人特徵、工作壓力及其與職業疲潰關係之探討》。國立台灣大學護理學研究所，碩士論文。
陳向明（2002）：《社會科學質的研究》。台北市：五南出版社。陳沁怡，陳斐娟（1997）：《情緒智力量表之編製：信效度考驗與初步常模建立》。國科會專題研究計畫成果報告。
陳秀卿（2000）：《從契合理論來探討工作壓力與身心健康、職業倦怠之關係》。國立政治大學心裡學研究所，碩士論文。
陳怡安（1988）：《遊樂事業高情緒勞務工作者情緒規則與社會化歷程之研究----以劍湖山世界為例》。國立雲林科技大學企業管理技術研究所，碩士論文。
陳敦生（1995）：《情緒勞務與自我監控對工作表現及人力資源管理方案需求之相關研究----以航空服務業為例》。國立雲林科技大學企業管理技術研究所，碩士論文。
費孝通（1947/1985）：《鄉土中國》。北京：生活、讀書、新知三聯書店。
黃櫻美（2000）：《顧客購買意願對員工情緒表達的影響》。國立台灣科技大學管理學研究所，碩士論文。
黃囇莉（1999）：《人際和諧與衝突：本土化的理論與研究》。台北：桂冠圖書。楊宜音（2001）：〈「自己人」：一項有關中國人關係分類的個案研究〉。見楊中芳（主編）：《中國人的人際關係、情感與信任》。台北：遠流出版社。趙志裕、康螢儀、鄭思雅、及賀蓓（1998）：《多元才能----IQ以外的能力》。台北：心理出版社。劉兆明（1992）：〈「報」的概念及其在組織研究上的意義〉。見楊國樞、余安邦(主編)：《中國人的心理與行為：理念與方法篇(一九九二)》。台北：桂冠出版社。樊景立、鄭伯壎（2000）：華人組織的家長式領導：一項文化觀點的分析。《本土心理學研究》，13，127-180。蔡玉青（1999）：《情緒勞務之負荷、因應策略、社會支持、與情緒耗竭之相關研究─以休閒、旅館業為例》。國立雲林科技大學企業管理技術研究所，碩士論文。
蔡美蓉（2000）：《志願工作者之組織社會化歷程及其關鍵影響因素：以一家宗教慈善組織為例》。國立台灣大學心理系，碩士論文。
蔡維奇、吳姮憓（2001）：〈組織服務氣候對服務品質的影響：以員工正面情緒表達為中介變項〉。《台大管理論叢》，12，149-168.鄭伯壎（1995a）：〈家長權威與領導行為之關係：一個台灣民營企業主持人的個案研究〉。《中央研究院民族學研究所集刊》，79，119-173。鄭伯壎（1995b）：〈差序格局與華人組織行為〉。《本土心理學研究》，3，142-219。簡建忠（1998）：〈情緒勞動之研究----以護理人員為例〉。《人力資源學報》，10，122-135。
顏澤賢（1993）：《現代系統理論》。台北：遠流出版社。
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.
Abraham, R.(1999a). Negative affectivity: Moderator or confound in emotional dissonance-outcome relationships? The Journal of Psychology, 133(1), 61-72.
Abraham, R.(1999b). The impact of emotional dissonance on organizational commitment and intention to turnover. The Journal of Psychology, 133(4), 441-455.
Abraham, R.(1999c). Emotional intelligence in organizations: A conceptualization. Generic, Social, and General Psychology Monographs, 125(2), 209-224.
Abraham, R.(2000). The role of job control as a moderator of emotional dissonance and emotional intelligence-outcome relationships. The Journal of Psychology, 134(2), 169-184.
Adelmann, P. K.(1989). Emotional labor and employee well being. Unpublished Doctoral Dissertation, University of Michigan, Ann Arbor.
Adorno, T. W., Frenkel-Brunswick, E., Levinson, D. J., & Sanford, R. N. (1950). The authoritarian personality. New York: W. W. Norton.
Alliger, G. M., Tannenbaum, S. I., Bennett, W., Jr., Traver, H., & Shotland, A.(1997). A meta-analysis of the relations among training criteria. Personnel Psychology, 50, 341-358.
Allport, G. W.(1960). Personality and social encounter. Boston: Beacon.
Anderson, M. B. G., & Iwanicki, E. F.(1984). Teacher motivation and its relationship to burnout. Educational Administration Quarterly, 20, 109-132.
Ashforth, B. E.(2001). Role transitions in organizational life: An identity-based perspective. Mahwah, NJ: IEA.
Ashforth, B. E., & Humphrey, R. N.(1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
Ashforth, B. E., Kreiner, G. E., & Fugate, M.(2000). All in a day’s work: Boundaries and micro role transitions. Academy of Management Review, 25(3), 472-491.
Ashforth, B. E., & Mael, F.(1989). Social identity theory and the organization. Academy of Management Review, 14, 20-39.
Ashforth, B. E., & Saks, A. M.(2002). Feeling your way: Emotion and organizational entry. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior. (pp.331-369). New York: Jossey-Bass.
Ashforth, B. E., & Tomiuk, M. A.(2000). Emotional labour and authenticity: Views from service agents. In S. Fineman (Ed.), Emotion in organizations (2nd ed., pp.184-203). London: Sage.
Ashkanasy, N. M., Härtel, C. E. J., & Zerbe, W. J.(Eds.).(2000). Emotions in the workplace: Research, theory, and practice. Westport, CT: Quorum Books.
Ashkanasy, N. M., Härtel, C. E. J., & Zerbe, W. J.(2000). Emotions in the workplace: Research, theory, and practice. In N. M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice (pp3-18). Westport, CT: Quorum Books.
Bailey, J. J., & McCollough, M. A.(2000). Emotional labor and the difficult customer: coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing, 20(2), 51-72.
Bailey, J.(1996). Service agents, emotional labor and costs to overall customer service. Paper presented at 11th Annual Conference of the American Society for Industrial and Occupational Psychology, San Diego, April.
Baldwin, T. T., & Ford, J. K.(1988). Transfer of training: A review and directions for future research. Personnel Psychology, 41, 63-105.
Bandura, A.(1977). Self-efficacy: Toward a unifying theory of behavioral change. Psychological Review, 84, 191 - 215.
Baron, R. A.(1993). Affect and organizational behavior: When and why feeling good (or bad )matter. In J. K. Murnighan (Ed.), Social psychology in organization (pp. 63-88). Chichester, England: John Wiley & Sons.
Baron, I.L., & Kenny, D. (1986). The moderator mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182.
Bar-On, R.(2000). Emotional and social intelligence: Insights from the emotional quotient inventory. In R. Bar-On & J. A. D. Parker (Eds.), The handbook of emotional intelligence (pp.363-388). San Francisco: Jossey-Bass.
Bar-On, R., & Parker, D. A.(Eds.).(2000). The handbook of emotional intelligence: Theory, development, assessment, and application at home, school, and in the workplace. San Francisco: Jossey-Bass.
Bartel, C. A., & Saavedra, R.(2000). The collective construction of work group moods. Administrative Science Quarterly, 45, 197-231.
Bass, B.M.(1990). Bass and Stogdill’s handbook of leadership. The free press: New York.
Bass, B. M.(1998). Transformational leadership: Industrial, military, and educational import. Mahwah, NJ: Lawrence Erlbaum.
Baumeister, R. F.(1982). A self-presentation view of social phenomena. Psychological Bulletin, 91(1), 3-26.
Baumeister, R. F., Bratslavsky, E., & Muraven, M., Tice, D. M.(1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74(5), 1252-1265.
Baumgartel, H., & Jeanpierre, F.(1972). Applying new knowledge in the back-home setting: A study of Indian managers’ adoptive efforts. Journal of Applied Behavioral Science, 8(6), 674-694.
Becker, W. S., & Wellins, R. S.(1990). Customer-service perceptions and reality. Training and Development Journal, 44(3), 49-51.
Ben-Ze’ev, A.(2000). The Subtlety of emotions. Cambridge, MA: MIT press.
Best, J. B.(1999). Cognitive Psychology(5th Ed). Belmont, CA: Brooks/Cole.
Boyatzis, R. E., Goleman, D., & Rhee, K. S.(2000). Clustering competence in emotional intelligence: Insights from the emotional competence inventory. In R. Bar-On & J. A. D. Parker (Eds.), The handbook of emotional intelligence (pp.343-362). San Francisco: Jossey-Bass.
Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace. Annual Review of Psychology, 53, 279-307.
Briggs, S. R., Cheer, J. M., & Buss, A. H.(1980). An analysis of the self-monitoring scale. Journal of Personality and Social Psychology, 38, 679-686.
Brockner, J., & Higgins, T.(2001). Regulatory focus theory: Implications for the study of emotions at work. Organizational Behavior and Human Decision Process, 86(1), 35-66.
Brody, L. R., & Hall, J. A.(2002).Gender, emotion, and expression. In M. Lewis & J. M. Haviland-Jones (Eds.), Handbook of emotions (2nd ed.)(pp. 338-349). New York: The Guilford Press.
Brotherdge, C. M., & Grandey, A. A.(2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60, 17-39.
Brotheridge, C. M., & Lee, R. T.(1998). On the dimensionality of emotional labour: Development and validation of the emotional labour scale. Paper presented at the First Conference on Emotions in Organization Life, San Diego.
Brotheridge, C. M., & Lee, R. T.(2002). Test a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67.
Bryman, A. (1989). Research methods and organization studies. London: Unwin Hyman.
Bryman, A.(1999). The debate about quantitative and qualitative research. In A. Bryman & R. G. Burgess(Eds.), Qualitative research (Vol.1, pp.35-69). Thousand Oaks, CA: Sage.
Buchanan, B.(1974). Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly, 19, 533-546.
Bullis, C., & Bach, B. W.(1989). Socialization turning points: An examination of change in organizational identification. Western Journal of Speech Communication, 53, 273-293.
Burger, J. M.(1993)著，林宗鴻(1997)譯。人格心理學(Personality)。台北：揚智出版社。
Burke, R. J., & Richardsen, A. M.(2001). Psychological burnout in organizations: Research and intervention. In R. T. Golembiewski (Ed.), Handbook of organizational behavior (pp. 327-363). New York: Marcel Dekker.
Burrell, G., & Morgan, G.(1979). Sociological paradigms and organizational analysis: Elements of the sociology of corporate life. London: Heinemann.
Caldwell, D.F. & O''Reilly, C.A.(1982). Boundary spanning and individual performance: The impact of self-monitoring. Journal of Applied Psychology, 67, 124-127.
Camman, C., Fichman, M., Jenkins, G.D., Jr., & Klesh, J.R.(1969). Assessing the attitudes and perceptions of organization members. In P. R. Goodman (Ed.), Assessing organizational change(pp.71-138). New York: Wiley.
Campbell, A.(1976). Subjective measure of well-being. American Psychologist, 31, 117-124.
Campbell, D. T., & Fishe, D. W.(1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56, 81-105.
Caplow, T. (1964). Principles of organization. New York: Harcourt, Brace & World.
Carver, C. S., & Scheier, M. F.(1982). Control theory: A useful conceptual framework for personality-social, clinical, and health psychology. Psychological Bulletin, 92(1), 111-135.
Carver, C. S., & Scheier, M. F.(1990). Origins and functions of positive and negative affect: A control-process view. Psychological Review, 97(1), 19-35.
Charmaz, K.(2000). Grounded theory: Objectivist and constructivist method. In N. K. Denzin & Y. S. Lincole (Eds.), Handbook of qualitative research (2nd ed., pp.509-535). Thousand Oaks, CA: Sage.
Cherniss, C., & Goleman, D.(Eds.).(2001). The emotionally intelligent workplace. San Francisco: Jossey-Bass.
Cohen, J.(1988). Statistical power analysis for the behavior science(2nd ed.). Hillsdale, NJ: Lawrence Erlbaum.
Corcoran, K. J., & Bryce, A. K.(1983). Intervention in the experience of burnout: Effects of skill development. Journal of Social Service Research, 7, 71-79.
Cordes, C., & Dougherty, T. W.(1993). A review and an integration of research on job burnout. Academy of Management Review, 18, 621-656.
Crabtree, B., & Miller, W. L.(1998)編輯，黃惠雯(2002)等譯。質性方法與研究(第二版)(Doing qualitative research)。台北：韋伯文化事業出版社。
Cronbach, L. J.(1967). How can instruction be adapted to individual differences? In R. M. Gagne (Ed.), Learning and individual difference. Columbus, OH: Merrill.
Csikszentmihalyi, M.(1990)原著，張定綺(1993)譯。快樂，從心開始(Flow─The Psychology of Optimal Experience)。台北：天下文化。
Czepiel, J. A., Soloman, M. R., & Surprenant, C. F.(Eds.).(1985). The service encounter: Managing employee/customer interaction in service business. Lexington, MA: Lexington Books.
D’ Andrade, R.(1996). Culture. In A. Kuper & J. Kuper (Eds.). Social science encyclopedia (2nd ed., pp.161-163). Boston : Routledge
Davies, M., Stankov, L., & Roberts, R. D.(1998). Emotional intelligence: In search of an elusive construct. Journal of Personality and Social Psychology, 75, 989-1015.
Deaux, K.(1985). Sex differences. Annual review of Psychology, 36, 49-82.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B.(2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499-512.
Denzin, N.K., & Lincoln, Y.S. (1994). Entering the field of qualitative research. In N. K. Denzin & Y. S. Lincole (Eds.), Handbook of qualitative research (pp.1-28). Thousand Oaks, CA: Sage.
Denzin, N. K., & Lincole, Y.(2000). Introduction: The discipline and practice of qualitative research. In N. K. Denzin & Y. S. Lincole (Eds.), Handbook of qualitative research (2nd ed. pp.1-28). Thousand Oaks, CA: Sage.
Dessler, G.(2000). Human Resource Management. (8th ed.). Englewood Cliffs, N.J.: Prentice-Hall.
Domagalski, T. A.(1999). Emotion in organization: Main Currents. Human Relations, 52(6), 833-852.
Edwards, J. R., & Rothbard, N. P.(2000). Mechanisms linking work and family: Clarifying the relationship between work and family constructs. Academy of Management Review, 25(1), 178-199.
Eisenberg, N., Cumberland, A., & Spinrad, T. L.(1998). Parental Socialization of Emotion. Psychological Inquiry, 9(4), 241-273.
Eisenberg, N., Fabes, R. A., Guthrie, I. K., & Reiser, M.(2000). Dispositional emotionality and regulation: Their role in predicting quality of social functioning. Journal of Personality and Social Psychology, 78,136-157.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L.(2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42-51.
Ekman, P.(1984). Expression and the nature of emotion. In K.R. Scherer & P. Ekman(Eds.),Approach to emotion (pp.319-343). Hillsdale, NJ: LEA.
Erber, R., & Erber, M. W.(2000). The self-regulation of moods: Second thought on the importance of happiness in everyday life. Psychology Inquiry, 11(3), 142-148.
Erber, R., Wegner, D. M., & Therriault, N.(1996). On being cool and collected: Mood regulation in anticipation of social interaction. Journal of Personality and Social Psychology, 70, 757-766.
Etzion, D., & Pines, A.(1986). Sex and culture in burnout and coping among human service professionals. Journal of Cross Cultural Psychology, 17, 191-209.
Feedy, J. R., & Hobfoll, S. E.(1994). Stress inoculation for reduction of burnout: A conservation of resource approach. Anxiety, Stress, and Coping, 6, 311-325.
Feldman, D.C. (1976). A contingency theory of socialization. Administrative Science Quarterly, 21, 433-452.
Fineman, S.(1993). Organizations as emotional arenas. In S. Fineman(Ed.), Emotion in organizations(pp.9-35).London: Sage.
Fineman, S. (Ed.).(1993). Emotion in organizations. London: Sage.
Fineman, S.(1996). Emotion and Organizing. In S. R. Clegg & C. Hardy (Eds.), Studying organization: Theory and method (pp.289-310). London: Sage.
Fineman, S.(2000). Emotional arenas revisited. In S. Fineman (Ed.), Emotion in organizations (2nd ed., pp.1-24). London: Sage.
Fineman, S.(Ed.).(2000). Emotion in organizations (2nd ed.). London: Sage.
Fineman, S., & Sturdy, A.(1999). The emotions of control: A qualitative exploration of environmental regulation. Human Relations, 52(5), 631-663.
Fisher, C. D., & Ashkanasy, N.(2000). The emerging role of emotions in work life: An introduction. Journal of Organizational Behavior, 21, 123-130.
Fitness, J.(2000). Anger in the workplace: An emotion script approach to anger episodes between workers and their superiors, co-workers and subordinates. Journal of Organization Behavior, 21, 147-162.
Flanagan, J. C.(1954). The critical incident technique. Psychological Bulletin, 51(4), 327-358.
Folkman, S.(1984). Personal control and stress and coping process: A theoretical analysis. Journal of Personality and Social Psychology, 46(4), 839-852.
Ford, J. K., & Wroten, S. P.(1984). Introducing new methods for conducting training evaluation to program redesign. Personnel Psychology, 37, 651-666.
Fox, S., & Spector, P.E.(2000). Relations of emotional intelligence, practical intelligence, general intelligence, and trait affectivity with interview outcomes: It''s not all just "G". Journal of Organizational Behavior, 21, 203-220.
French, J. R. P., Jr., Caplan, R. D., & Harrison, R. V.(1982). The mechanisms of job stress and strain. London: Wiley.
Freudenberger, H. J.(1974). Staff burnout. Journal of Social Issue, 30, 159-164.
Frijda, N. H., Manstead, A. S. R., & Bem, S.(Eds.).(2000). Emotions and beliefs. Cambridge, UK: the University Press.
Gangestad, S. W., & Snyder, M.(2000). Self-monitoring: Appraisal and reappraisal. Psychological Bulletin, 126(4), 530-555.
Gardner, H.(1983)著，莊安祺(1998)譯。七種IQ(Frames of Mind)。台北：時報文化出版社。
Gatewood, R. D., Field, H. S.(1998). Human resource selection (4th ed.). Fort Worth, TX: The Dryden Press.
Gecas, V.(1982). The self-concept. Annual Review of Sociology, 8, 1-33.
George, J. M., & Brief, A. P.(1992). Feeling good-doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship. Psychological Bulletin, 112, 310-329.
Gibson, C. B.(2001). Me and us: Differential relationships among goal-setting training, efficacy and effectiveness at the individual and team level. Journal of Organizational Behavior, 22(7), 789-808.
Giddens, A.(1971)著，簡惠美（1994）譯。資本主義與現代社會理論：馬克斯、涂爾幹、韋伯（Capitalism & Modern Social Theory: An analysis of the writings of Marx, Durkheim, and Max Weber）。台北：遠流出版社。
Glaser, B. G.(1978). Theoretical sensitivity. Mill Valley, CA: Sociological Press.
Glaser, B. G., & Strauss, A. L.(1967). The discovery of grounded theory: Strategies for qualitative research. Chicago: Aldine.
Glesne, C., & Peshkin, A.(1992). Becoming qualitative researchers. New York: Longman.
Goffman, E.(1959)著，徐江敏、李姚軍(1992)譯。日常生活的自我表演(The presentation of self in everyday life)。台北：桂冠出版社。
Gioia, D. A., & Pitre, E.(1990). Multiparadigm perspectives on theory building. Academy of Management Review, 15, 584-602.
Gioia, D., Donellon, A., & Sims, H.(1989). Communication and cognition in appraisal: A tale of two paradigms. Organization Studies, 10, 503-529.
Goldbeck, R. A., Bernstein, B. B., Hillix, W. A., & Marx, M. H.(1957). Application of the half split technique to problem solving tasks. Journal of Experimental Psychology, 53, 330-338.
Goldstein, I. L.(1993)著，童皓怡等(1997)譯。組織訓練(Training in organizations)。台北：心理出版社。
Goleman, D.(1995)著，張美惠(1996)譯。EQ─Emotional Intelligence。台北：時報出版社。
Goleman D.(1998)著，李瑞玲(1998)等譯。EQⅡ（工作EQ）（Working with Emotional Intelligence）。台北：時報文化出版社。
Goleman, D.(2001). An EI-Based theory of performance. In C. Cherniss & D. Goleman (Eds.), The emotionally intelligent workplace (pp.27-44). San Francisco: Jossey-Bass.
Gouldner, A. W.(1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25, 161-178.
Gowing, M. K.(2001). Measurement of individual emotional competence. In C. Cherniss & D. Goleman (Eds.), The emotionally intelligent workplace (pp.83-131). San Francisco: Jossey-Bass.
Guba, E. G., & Lincoln, Y. S.(1994). Competing paradigms in qualitative research. In N. K. Denzin & Y. S. Lincole (Eds.), Handbook of qualitative research (pp.1-28). Thousand Oaks, CA: Sage.
Grandey, A. A.(2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.
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. A., & Brauburger, A. L.(2002). The emotion regulation behind the customer service smile. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp. 260-294). San Francisco: Jossey-Bass.
Gray, R., & Smeltzer, L.(1989)著，劉明德等譯（1993）。管理學：競爭優勢（Management: The competitive edge）。台北：桂冠出版社。
Greenwald, A. G., & Pratkanis, A. R.(1984). The self. In R. S. Wyer & T. K. Srull (Eds.), Handbook of social cognition (Vol.3, pp. 129-178). Hillsdale, NJ: Erlbaum.
Gross, J. J.(1998). Antecedent-and-response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74, 224-237.
Gross, J. J.(1999a). Emotion and emotion regulation. In L. A. Pervin & J. O. John (Eds.), Handbook of personality: Theory and research (2nd ed., pp. 525-552). New York: Guilford Press.
Gross, J. J.,(1999b). Emotion regulation: Past, present, future. Cognition and emotion, 13(5), 551-573.
Gross, J. J., & John, O.P.(1995). Facets of emotional expressivity: three self-report factors and their correlates. Personality and Individual Difference, 19, 555-568.
Gross, J. J. & John, O.P.(1997). Revealing feelings, facets of emotional expressivity in self report, peer ratings, and behavior. Journal of Personality and Social Psychology, 72, 435-448.
Gross, J. J., John, O.P., & Richards, J. M.(2000). The dissociation of emotion from emotion experience: A personality perspective. Personality and Social Psychology Bulletin, 26, 712-726.
Hackman, J. R., & Oldham, G. R.(1980). Work redesign. Reading, MA: Addison-Wesley.
Hassard, J.(1991). Multiple paradigms and organizational analysis: A case study. Organization Studies, 12, 275-299.
Heine, S. J., & Lehman, D. R. (1997). Culture, dissonance, and self-affirmation. Personality and Social Psychology Bulletin, 23, 389-400.
Higgins, E. T.(1987). Self-discrepancy: A theory relating self and affect. Psychological Review, 94, 319-340.
Hobfoll, G. H.(1989). Conservations of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524.
Hobfoll, S. E., & Freedy, J.(1993). Conservation of resources: A general theory applied to burnout. In W. B. Schaufeli, C. Maslach, & T. Marek(Eds.), Professional burnout: Recent developments in theory and research (pp. 115-135). New York: Taylor & Francis.
Hobfoll, G. H. & Shirom, A.(2001). Conservation of resources theory: applications to stress and management in the workplace. In R. T. Golembiewski (Ed.), Handbook of organizational behavior (pp. 57-80). New York: Marcel Dekker.
Hochschild, A. R.(1975). The sociology of feeling and emotion: Selected possibilities. In M. Millman & R. M. Kanter (Eds.), Another voice: Feminist perspectives on social life and social science (pp. 280-307). New York: Octagon books.
Hochschild, A.R.(1979). Emotion work, feeling rules and social structure. American Journal of Sociology, 85, 551-575.
Hochschild, A. R.(1983). The managed heart. Berkely, CA: University of Califirnia Press.
Hochschild, A. R.(1990). Ideology and emotion management: A perspective and path for future research. In T. D. Kemper (Ed.), Research agendas in the sociology of emotions (pp. 117-144). New York: the University Press.
Hochschild, A.R.(1993). Preface. In S.Fineman (Ed.), Emoion in organizations (pp.36-57). London: Sage.
Hockey, G. R. J.(1993). Cognitive-energetical control mechanisms in the management of work demands and psychological health. In A. Baddely & L. Weiskrantz (Eds.), Attention: Selection, awareness, and control (pp. 328-345). Oxford, England: Clarendon Press.
Holding, D. H.(1965). Principles of training. London: Pergamon Press.
Holland, J. L., & Baird, L. L.(1968). An interpersonal competency scale. Educational and Psychological Measurement, 28, 503-510.
Hothersall, D.(1990). History of psychology (2nd ed.).New York: McGraw-Hill.
Huy, G. N.(1999). Emotional capability, emotional intelligence, and radical change. Academy of Management Review, 24(2), 325-345.
Isen, A. M.(1984). Toward understanding the role of affect in cognition. In R. S. Wyer, Jr. & T. Srull (Eds.), Handbook of social cognition (pp.179-236). Hillsdale, NJ: Lawrence Erlbaum.
Isen, A. M., & Baron, R. A.(1991). Positive affect as a factor in organizational behavior. Research in organizational behavior(Vol. 13, pp. 1-53). Greenwich, CT: JAI Press.
Jackson, S. E., Schwab, R. L., & Schuler, R. S.(1986). Toward an understanding of the burnout phenomenon. Journal of Applied Psychology, 71, 630-640.
James, N.(1989). Emotional labor: Skill and work in the regulation of feelings. Sociological Review, 37, 15-42.
James, N.(1992). Care = organization + physical labour + emotional labour. Sociology of Health and Illness, 14(4), 488-509.
James, N.(1993). Divisions of emotional labor: Disclose and cancer. In S. Fineman (Ed.), Emotion in organizations (pp.94-117). Newbury Park, CA: Sage.
James, L. R., & Brett, J. M.(1984). Mediators, Moderators, and tests for mediation. Journal of Applied Psychology, 69(2), 307-321.
Jenkins, J. M.(1993). Self-monitoring and turnover: The impact of personality on intent or leave. Journal of Organizational Behavior, 14, 83-91.
Jones, G. R.(1986). Socialization tactics, self-efficacy, and newcomers’ adjustments to organizations. Academy of Management Journal, 29, 262-279.
Jordan, P. J., Ashkanasy, N. M., Hartel, C. E. J., & Hooper, G. S.(2002). Work group emotional intelligence: Scale development and relationship to team process effectiveness and goal focus. Human Resource Management Review, 12, 195-214.
Kahn, W. A.(1990). Psychological conditions of personal engagement and disengagement. Academy of management Journal, 33(4), 692-724.
Kahn, W. A.(1993). Caring for the caregivers: Patterns of organizational caregiving. Administrative Science Quarterly, 38, 539-563.
Kanner, A. D., Coyne, J. C., Schaefer, C., & Lazarus, R. S.(1981). Comparison of two modes of stress measurement: Daily hassles and uplifts versus major life events. Journal of Behavior Medicine, 4, 1-39.
Karabanow, J.(1999). When caring is not enough: Emotional labor and youth shelter worker. Social Service Review, 73(3), 340-357.
Keller, R. T.(1997). Job involvement and organizational commitment as longitudinal predictors of job performance: A study of scientists and engineers. Journal of Applied Psychology, 82(4), 539-545.
Kemper, T. D.(1991). An introduction to the sociology of emotions. In K. T. Strongman (Ed.), International review of studies on emotion (pp.301-349). Chichester, England: John-Wiley.
Kennedy-Moore, E., & Watson, J. C.(1999).Expressing emotion: Myths, realities, and therapeutic strategies. New York: Guilford.
Kets de Vries, M. R. F.(1990). Prisoners of Leadership. New York: Wiley.
Kilpatrick, A. O.(1989). Burnout correlates and validity of research designs in a large panel of studies. Journal of Health and Human Resources Administration, 12, 25-45.
Kipnis, D., & Vanderveer, R.(1971). Ingratiation and the use of power. Journal of Personality and Social Psychology, 17, 280-286.
Knight, D. K.(2002). Customer orientation, self-monitoring, role stress, and job performance of contact employees: Implications for retailers. Dissertation Abstracts International, 62(8-A), 2818.
Kotler, P.(1991).Marketing management : analysis, planning, implementation, and control. London : Prentice-Hall.
Kruml, S. M., & Geddes, D.(2000). Catching fire without burning out: Is there an ideal way to perform emotion labor? In N. M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice (pp. 177-188). Westport, CT: Quorum Books.
Larkin, J. E.(1991). The implicit theories approach to the self-monitoring controversy. European Journal of Personality, 5, 15-34.
Larsen, R.(1987). Affect intensity as an individual difference characteristic: A review. Journal of Research in Personality, 21, 1-39.
Larsen, R. J.(2000). Toward a science of mood regulation. Psychological Inquiry, 11(3), 129-141.
Larsen, R. J., & Diener, E.(1992). Promises and problems with the circumplex model of emotions. Review of Personality and Social Psychology, 13, 25-29.
Latham, G. P., & Wexley, K. N.(1994). Increasing productivity through performance appraisal(2nd ed.). Reading, MA: Addison-Wesley.
Law, K. S., Wong, C. S., & Mobley, W. H.(1998). Toward a taxonomy of multidimensional constructs. Academy of Management Review, 23(4), 741-755.
Lazarus, R.S.(1993). From psychological stress to the emotions: A history of changing outlooks. Annual Review of Psychology, 44, 1-21.
Lee, A. S.(1991). Integrating positivist and interpretive approaches to organizational research. Organization Science, 2, 342-365.
Lee, R. T. & Ashforth, B. E.(1990). A longitudinal study of burnout among supervisors and managers: Comparisons between the Leiter and Maslach(1988) and Golembiewski et al.(1986) models. Organizational Behavior and Human Decision Processes, 54, 369-398.
Lee, R. T. & Ashforth, B. E.(1996). A meta-analytic examination of the correlates of the three dimension of job burnout. Journal of Applied Psychology, 81(2), 123-133.
Lee, A.S.(1991). Integrating positivist and interpretive approaches to organizational research. Organization Science, 2, 342-365.
Leidner, R.(1991). Serving hamburgers and selling insurance. Gender and society, 5(2), 154-177.
Lennox, R. D., & Wolfe, R. N.(1984). Revision of the self-monitoring scale. Journal of Personality and Social Psychology, 46(6), 1349-1364.
Lewinsohn, P. M., Mermelstein, R. M., Alexander, C., & MacPhillamy, D. J.(1985). The unpleasant events schedule: A scale for the measurement of aversive events. Journal of Clinical Psychology, 41, 483-498.
Lewis, K. M.(2000). When leaders display emotion: How followers respond to negative emotional expression of male and female leaders. Journal of Organization Behavior, 21, 221-234.
Lively, K. J.(2000). Reciprocal emotion management: Working together to maintain stratification in private law firms. Work and Occupations, 27, 32-63.
Locke, E. A.(1969). What is job satisfaction? Organizational behavior and human performance, 4, 309-336.
Locke, E.A.(1976). The nature and causes of job satisfaction. In M.D. Dunnette (Ed.), Handbook of industrial and organizational psychology(pp. 1297-1350). Chicago: Rand McNally.
Locke, K.(2001). Grounded theory in management research. Thousand Oaks, CA: Sage.
Lord, R. G., Klimoski, R. J., & Kanfer, R.(Eds.).(2002). Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior. New York: Jossey-Bass.
Lorimer, L. T.(Ed.).(1995). New Webster’s dictionary and thesaurus of the English language. Danbury, CT: Lexicon Publications.
Louis, M.R. (1980). Surprise and sense-making: What newcomers experience in entering unfamiliar organizational settings. Administrative Science Quarterly, 25, 226-251.
MacDermid, S. M., Seery, B. L.,& Weiss, H. M.(2002). An emotional examination of the work-family interface. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp.402-428). New York: Jossey-Bass.
Mann, S.(1999). Emotions at work: To what extent are we expressing, suppressing, or faking it? European Journal of Work and Organizational Psychology, 8(3), 347-369.
Markus, H. R., & S. Kitayama(1991). Culture and the self: Implications for cognition, emotion, and motivation. Psychological Review, 98(2), 224-253.
Markus, H., & Nuris, P.(1986). Possible selves. American Psychologist, 41, 954-969.
Markus, H., & Wurf, E.(1987). The dynamic self-concept: A social psychological perspective. Annual Review of Psychology, 38, 299-337.
Mars, G., & Nicod, M.(1984). The world of waiters. London: George Allen & Unwin.
Martin, J., Knopoff, K., & Beckman, C.(1998). An alternative to bureaucratic impersonality and emotional labor: Bounded emotionality at The Body Shop. Administrative Science Quarterly, 43(2), 429-469.
Maslach, C.(1978). The client role in staff burnout. Journal of Social Issues, 34, 111-124.
Maslach, C.(1982). Burnout: The cost of caring. Englewood Cliffs, NJ: Prentice-Hall.
Maslach, C., & Jackson, S.(1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2, 99-115.
Maslach, C., & Jackson, S. E.(1984). Patterns of burnout among a national sample of public contact workers. Journal of Health and Human Resource Administration, 7, 189-212.
Maslach, C., & Jackson, S. E.(1985). The role of sex and family variables in burnout. Sex Roles, 12, 837-851.
Maslach, C., & Jackson, S. E.(1986). Maslach Burnout Inventory Manual (2nd ed.). Palo Alto, CA: Consulting Psychologists Press.
Maslach, C., Schaufeli, W. B., & Leiter, M. P.(2001). Job burnout. Annual Review of Psychology, 52, 397-422.
Maslow, A. H.(1965). Eupsychian manage: A journal. Homewood, IL: Irwin.
Mayer, J. D., & Salovey, P.(1997). What is emotional intelligence? In P. Salovey & D. J. Sluyter (Eds.), Emotional development and emotional intelligence (pp.3-31). New York: Basic Books.
Mayer, J. D., Caruso, D. R., & Salovey, P.(2000). Selecting a measure of emotional intelligence: The case for ability scales. In R. Bar-On & J. A. D. Parker (Eds.), The handbook of emotional intelligence (pp.320-342). San Francisco, CA: Jossey-Bass.
Mayer, J. D., Salovey, P., & Caruso, D.(2000a). Models of emotional intelligence. In R. J. Sternberg (Ed.), Handbook of intelligence (pp.394-420). Cambridge, UK: Cambridge University Press.
Mayer, J. D., Salovey, P., & Caruso, D. R.(2000b). Emotional intelligence as zeitgeist, as personality, and as mental ability. In R. Bar-On & J. A. D. Parker (Eds.), The handbook of emotional intelligence (pp.92-117). San Francisco: Jossey-Bass.
McGrath, J. E.(1983). Stress and behavior in organization. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp.1351-1396). New York: John Wiley & Sons.
McGregor, D. M.(1957).著，許是祥（1979）譯。企業的人性面（The human side of enterprise）。台北：中華企業管理發展中心。
Mesquita, B., & Frijda, N. H.(1992). Cultural variations in emotions: A review. Psychological Bulletin, 112, 179-204.
Meyerson, D. E.(1990). Uncovering socially undesirable emotions. Experiences of ambiguity in organization. American Behavioral Scientist, 33(3), 296-307.
Meyerson, D. E.(1991). “Normal” ambiguity? A glimpse of an occupational culture. In P. J. Frost, L. F. Moore, C. C. Lundberg, & J. Martin (Eds.), Reframing organizational culture (pp.131-144). Newbury Park, CA: Sage.
Mill, J.(1984). High and low self-monitoring individuals: Their decoding skills and empathic expression. Journal of Personality, 52(4), 372-388.
Mohr, L. A., & Bitner, M. J.(1995). Process factors in service delivery: What employee effort means to customer. In T. A. Swartz, D. E. Bowen, & S. W. Brown (Eds.), Advances in Services Marketing and management (Vol. 4, pp. 91-117). Greenwich, CT: JAI Press.
Morgan, G.(1986). Images of organization. Beverly Hills, CA: Sage.
Morris, J. A., & Feldman, D. C.(1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
Morris, J. A., & Feldman, D. C.(1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257-274.
Muchinsky, P. M.(1993).著，李慕華與林宗鴻(1996)譯。工商心理學導論（第四版）（Psychology applied to work, 4th ed.）。台北：五南出版社。
Muchinsky, P. M.(2000). Emotion in the workplace: The neglect of organizational behavior. Journal of Organizational Behavior, 21, 801-805.
Mumby, D. K., & Putnam, L. L.(1992). The politics of emotion: a feminist reading of bounded rationality. Academy of Management Review, 17, 465-486.
Oatley, K., & Duncan, E. (1992). Incidents of emotion in daily life.In K.T. Strongman(Ed.),International review of studies on emotion(Vol. 2, pp.249-294). Chichester, England: Wiley.
O’Brien, M.(1994). The managed heart revisited: Health and social control. Sociological Review, 42, 393-413.
O’Reilly, C. A., & Chatman, J. A.(1996). Culture as social control: Corporations, cults, and commitment. Research in Organizational Behavior, 18, 157-200.
Payne, W. L.(1986) A study of emotion: Developing emotional intelligence;
self-integration; relating to fear, pain and desire(Dissertation Abstract). Dissertation Abstracts International, 47, 203.
Pervin, L. A.(1993)著，洪光遠、鄭慧玲(1995)譯。人格心理學(第六版)(Personality: Theory and research, 6th ed.)。台北：桂冠出版社。
Pogrebin, M. R., & Poole, E. D.(1988). Humor in the Briefing room: A study of the strategic uses of human among police. Journal of Contemporary Ethnography, 17(2), 183-210.
Porter, L.W., Lawler, E.E., III., & Hachman, J.R. (1975). Behavior in organizations. New York: McGraw-Hill.
Potter, S. H. (1988). The cultural construction of emotion in rural Chinese social life. Ethos,16, 181-208.
Powers, W. T.(1973). Behavior: The control of perception. Chicago, IL: Aldine.
Pugh, S. D.(2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(3), 1018-1027.
Pugliesi, K.(1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion, 23(2), 125-154.
Putnam, L. L., & Mumby, D. K.(1993). Organizations, emotions, and the myth of rationality. In S. Fineman (Ed.), Emotion in organizations (pp.36-57). Newbury Park, CA: Sage.
Rafaeli, A., & Worline, M.(2001). Individual emotion in work organizations. Social Science Information, 40(1), 95-123.
Rafaeli, A.(1989a). When cashier meet customers: A analysis of the role of supermarket cashiers. Academy of Management Journal, 32, 245-273.
Rafaeli, A.(1989b). When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology, 74, 385-393.
Rafaeli, A., & Sutton, R. I.(1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23-27.
Rafaeli, A., & Sutton, R. I.(1989) The expression of emotion in organizational life. In L.L. Cummings & B.M. Staw(Eds.), Research in organizational behavior(Vol.11, pp.1-42). Greenwich, CT: JAI Press.
Rafaeli, A., & Sutton, R.(1990). Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of Management Journal, 33, 623-637.
Rafaeli, A., & Sutton, R. I.(1991) Emotional contrast strategies as means of social influence: Lessons from criminal interrogator and bill collectors. Academy of Management Journal, 34(4), 749-775.
Rafaeli, A., & Worline, M.(2001). Individual emotion in work organization. Social Science Information, 40(1), 95-123.
Richards, J. M., & Gross, J. J.(2000). Emotional regulation and memory: The cognitive costs of keeping one’s cool. Journal of Personality and Social Psychology, 79, 410-424.
Riggio, R. E.(1986). Assessment of basic social skills. Journal of Personality and Social Psychology, 51(3), 649-660.
Robbins, S. P.(2001). Organizational Behavior. (9th ed.). Englewood Cliffs, NJ: Prentice-Hall.
Robinson, R. A., & Pennebaker, J. W. (1991). Emotion and health: Towards an integrative approach. In K.T. Strongman (Ed.),International review of studies on emotion (Vol. 1, pp.247-268). Chichester, England: Wiley.
Roger, D., & Najarian, B. 1989. The construction and validation of a new scale for measuring emotional control. Personality and Individual differences, 10, 845-853.
Rothbard, N. P.(2001). Enriching or Depleting? The dynamics of engagement in work and family roles. Administrative Science Quarterly, 46, 655-684.
Rubin, H. J., & Rubin, I. S.(1995). Qualitative interviewing: The art of hearing data. Newbury Park, CA: Sage.
Saavedra, R., & Kwun, S. K.(2000). Affective states in job characteristic theory. Journal of Organizational Behavior, 21, 131-146.
Salovey, P., & Mayer, J. D.(1990). Emotional intelligence. Imagination, Cognition and Personality, 9, 185-211.
Salovey, P., & Sluyter, D. J.(Eds.).(1997). Emotional development and emotional intelligence. New York: Basic Books.
Santora, J. E.(1991). Alamo’s Drive for customer service. Personnel Journal, 70(April), 42-44.
Sarafino, E. P.(1994)著，蕭仁釗等(1997)譯。健康心理學(health psychology)。台北：桂冠出版社。
Sarason, I., Johnson, J. H., & Siegel, J. M.(1978). Assessing the impact of life changes: Development of the life experiences survey. Journal of consulting and clinical psychology, 40(5), 932-946.
Sartorius, N., & Kuyken, W.(1994). Translation of health status instruments. In J. Orley & W. Kuyken (Eds.), Quality of life assessment: International perspectives (pp.3-17). New York: Springer-Verlag.
Sass, J. S.(2000). Emotional labor as cultural performance: The communication of caregiving in a nonprofit nursing home. West Journal of Communication, 64, 330-361.
Saxton, M. J., Phillips, J. S., & Blakeney, R. N.(1991). Antecedents and consequences of emotional exhaustion in the airline reservations service sector. Human Relations, 44, 583-595.
Schaubroeck, J., & Jones, J. R.(2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-184.
Scheff, T. J.(1988). Shame and conformity: The deference-emotion system. American Sociological Review, 53, 395-406.
Schein, E.H. (1978). Career dynamics: matching individual and organizational needs. Reading, MA: Addison-Wesley.
Schein, E. H.(1992). Organizational culture and leadership (2nd ed). San Francisco: Jossey-Bass.
Scherer, K. R.,Wallbott, H. G., & Summerfield, A. B.(Eds.)(1986). Experiencing emotion: A-cross-cultural study. Cambridge, England.
Schultz, M., & Hatch, M. J.(1996). Living with multiple paradigms: The case of paradigm interplay in organizational culture studies. Academy of Management Review, 21(2), 529-557.
Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C. J., & Dornheim, L.(1997). Development and validation of a measure of emotional intelligence. Personality and Individual Difference, 25, 167-177.
Shott, S.(1979). Emotion and social life: A symbolic interactionist. American Journal of Sociology, 84(6), 1317-1334.
Selye, H.(1985). History and present status of the stress concept. In A. Monat & R. S. Lasarus (Eds.), Stress and Coping (2nd ed.). New York: Columbia University Press.
Shuler, S., & Sypher, B. D.(2000). Seeking emotional labor: When managing the heart enhances the work experience. Management Communication Quarterly, 14, 50-89.
Shweder, R. A. & Haidt, J.(2000). The cultural psychology of the emotion. In M. Lewis & J. M. Haviland-Jones, Handbook of emotions.(2nd ed., 397-416). New York: Guildford.
Siegler, D. M., & Siegler, R. S.(1976). Stereotypes of males and females’ speech. Psychological Reports, 39, 167-170.
Simon, H. A.(1976). Administrative behavior: A study of decision making processes in administrative organization (3rd ed.). New York: Free Press.
Smith, III, A. C., & Kleinman, S.(1989). Managing emotions in medical school: Students’ contacts with the living and the dead. Social Psychology Quarterly. 52, 56-69.
Smith, K. K., & Berg, D. N.(1987). Paradoxes of group life: Understanding conflict, paralysis, and movement in group dynamics. San Francisco: Jossey-Bass.
Snyder, M.(1974). Self-monitoring of expressive behavior. Journal of Personality and Social Psychology, 30, 526-537.
Snyder, M.(1987). Public appearance/public realities: The psychology of self-monitoring. New York: Freeman.
Snyder, M., & Gangestad, S.(1986). On the nature of self-monitoring: Matters of assessment, matters of validity. Journal of Personality and Social Psychology, 51(1), 125-139.
Snyder, M., & Simpson, J. A.(1984). Self-monitoring and dating relationships. Journal of Personality and Social Psychology, 47(6), 1281-1291.
Solso, R. L. (1995). Cognitive Psychology (4th ed). Boston: Allyn & Bacon.
Spearman, C.(1927). The abilities of man. New York: Macmillan.
Spencer, L. M., & Spencer, S. M.(1993). Competence at work: Models for superior performance. New York: Wiley.
Standelands, L. E., & Boudens, C. J.(2000). Feeling at Work. In S. Fineman (Ed.), Emotion in Organizations (2nd ed., pp. 46-63). London: Sage.
Stanton, W. J., Etzel, M. J., & Walker, B. J.(1991). Fundamentals of Marketing (9th ed.). New York: McGrew Hill.
Stearns, C. Z., & Stearns, P. N.(1986). Anger: The struggle for emotional control in America’s history. Chicago: The University of Chicago Press.
Stenross, B., & Kleinman, S.(1989). The high and lows of emotional labor: Detectives’ encounters with criminals and victims. Journal of Contemporary Ethnography, 17, 435-452.
Strauss, A., & Corbin, J.(1990). Basics of qualitative research: Grounded theory procedures and techniques. Newbury Park, CA: Sage.
Strauss, A., & Corbin, J.(1998). Basics of qualitative research: Techniques and procedures for developing grounded theory. Thousand Oaks, CA: Sage.
Strauss, A., & Corbin, J.(1999). Grounded theory methodology: An overview. In A. Bryman & R. G. Burgess(Eds.), Qualitative research (Vol.3, pp.72-94). Thousand Oaks, CA: Sage.
Sundstrom, E., & Sundstrom, M. G.(1986). Workplaces: The psychology of the physical environment in offices and factories. London: Cambridge University Press.
Sutton, R. I., & Rafaeli, A.(1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31(3), 461-487.
Sutton, R. J.(1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 36, 245-268.
Tannenbaum, S. I., Mathieu, J. E., Salas, E., & Cannon-Bowers, J. A.(1991). Meeting trainees'' expectations: The influence of training fulfillment on the development of commitment, self-efficacy, and motivation. Journal of Applied Psychology, 76(6), 759-769.
Taylor, F. W.(1911). The principles of scientific management. New York: Harper-Row.
Taylor, S. E.(1991). The asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis. Psychology Bulletin, 110, 67-85.
Tavris, C.(1989). Anger: The misunderstand emotion(rev. ed.). New York: Simon & Schuster.
Thayer, S.(1980). The effect of facial expression sequence upon judgments of emotion. Journal of Social Psychology, 111, 305-306.
Thorndike, R. L.(1920). Intelligence and its uses. Harper’s Magazine, 140, 227-235.
Thorndike, R. L., & Stein, S.(1937). An evaluation of the attempts to measure social intelligence. Psychological Bulletin, 34, 275-284.
Thorndike, E. L., & Woodworth, R. S.(1901). (1) The influence of improvement in one mental function upon the efficiency of other functions. (2)The estimation of magnitudes. (3) Functions involving attention, observation, and discrimination. Psychological Review, 8, 247-261, 384-395, 553-564.
Tidd, K. L., & Lockard, J. S.(1978). Monetary significance of the affiliative smile. Bulletin of the Psychonomic Society, 11, 344-346.
Tolich, M. B.(1993). Alienating and liberating emotions at work. Journal of Contemporary Ethnography, 22(3), 361-381.
Torkzadeh, R., Pflughoeft, K., & Hall, L.(1999). Computer self-efficacy, training effectiveness and user attitudes: An empirical study. Behaviour and Information Technology, 18(4), 299-309.
Tracy, S. J.(2000). Becoming character for commerce: Emotional labor, self-subordination, and discursive construction of identity in a total institution. Management Communication Quarterly, 14(1), 90-128.
Trice, H. M., & Beyer, J. M.(1993). Organizational passages and cultural continuity. The cultures of work organizations. Englewood Cliffs, NJ: Prentice-Hall.
Tsai, W. C.(2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27, 497-512,
Tsui, A. S., Pearce, J. L., Porter, L. W., & Tripoli, A. M.(1997). Alternative approaches to the employee-organization relationship: Does investment in employees pay off? Academy of Management Journal, 40(5), 1089-1121.
Van Maanen, J.(1976). Breaking in: Socialization to work. In R. Dubin(Ed.), Handbook of work, organization and society (pp.67-130). Chicago: Rand McNally.
Van Maanen, J., & Kunda, G.(1989). "Real feelings": Emotional expression and organizational culture. In L.L. Cummings & B.M. Staw(Eds.), Research in organizational behavior(Vol.11, pp. 43-103). Greenwich, CT: JAI Press.
Van Maanen, J., & Schein, E. H.(1979). Toward a theory of organizational socialization. In B. M. Staw (Ed.), Research in organizational behavior(Vol. 1, pp. 209-264). Greenwich, CT: JAI Press.
Vernberg, E. M., Greca, A. M., Silverman, W. K., & Prinstein, M. J.(1996). Prediction of posttraumatic stress symptoms in children after Hurricane Andrew. Journal of Abnormal Psychology, 105(2), 237-248.
Waldron, V. R.(1994). Once more, with feelings: Reconsidering the role of emotion in work. Communication Yearbook, 17, 388-416.
Waldron, V. R., & Krone, K. J.(1991). The experience and expression of emotion in the workplace: A study of a corrections organization. Management Communication Quarterly, 4, 287-309.
Wasielewski, P. L.(1985). The emotional basis of charisma. Symbolic Interaction, 8, 207-222.
Wanous, J.P. (1992). Organizational entry: Recruitment, selection, and socialization of newcomers (2nd ed.). Reading, MA: Addison-Wesley.
Watson, D.(1988). Intraindividual and interindividial analyses of positive and negative affect: Their relation to health complaints, perceived stress, and daily activities. Journal of Personality and Social Psychology, 54, 1020-1030.
Watson, D., Clark, L.A., & Tellegen, A.(1988). Development and validation of brief measurement of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54(6), 4063-1070.
Watson, J. B.(1913). Psychology as the behaviorist sees it. Psychological Review, 20, 158-177.
Weber, M.(1904-05)著，張漢裕（1969）譯。基督新教的倫理與資本主義的精神（Protestant ethic and the spirit of capitalism）。台北：協志工業叢書。
Weick, K.(1979). The social psychology of organizing (2nd ed.). Reading, MA: Addison-Wesley.
Weinberg, R. B., & Mauksch, L. B.(1991). Examining family-of-origin influence in life at work. Journal of Marital and Family Therapy, 17(3), 233-242.
Weiss, H. M., & Cropanzano, R.(1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In B. Staw & L.L. Cummings (Eds.), Research on Organizational Behavior, 18, 1-74.
Willmott, H.(1993). Breaking the paradigm mentality. Organizational Studies, 14, 681-721.
Wilson, E., & Goldfrab, A.(1991). Theatre, the lively art. New York: McGraw Hill.
Wharton, A. S.(1993). The affective consequences of service work: managing emotions on the job. Work and Occupation, 20, 205-232.
Wharton, A. S., & Erickson, R. J.(1993). Managing emotions on the job at home: understanding the consequences of multiple emotional roles. Academy of Management Review, 18, 457-487.
Wharton, A. S., & Erickson, R. J.(1995).The consequences of caring: Exploring the links between women’s job and family emotion work. The Sociological Quarterly, 36(2), 273-296.
Wharton, C. S.(1996). Making people feel good: Workers’ constructions of meaning in interactive service jobs. Qualitative Sociology, 19, 217-233.
Wichroski, M. A.(1994). The secretary: Invisible labor in the work world of women. Human Organization, 53(1), 33-41.
Wright, T. A. & Cropanzano, R.(1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83, 486-493.
Wysocki, J., Chemers, M.M., & Rhodewalt, F.(1987). Situational demand and self-reports of stress and illness: The moderating influence of self-monitoring. Basic and Applied Social Psychology, 8(3), 249-258.
Yanay, N., & Shahar, G.(1998). Professional feelings as emotional labor. Journal of Contemporary Ethnography, 27(3), 346-373.
Zerb, W. J.(2000). Emotional dissonance and employee well-being. In N. M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice(pp.189-214). Westport, CT: Quorum Books.
Zapf, D., Vogt, C., Seifeit, C., Mertini, H., & Isic, A.(1999). Emotional work as a source of stress: The concept and development of an instrument. European Journal of work and organization psychology, 8(3), 371-400.