一、中文部份
何信煒 (2005)。國民小學總務主任工作壓力與工作倦怠相關之研究。未出版碩士論文,國立新竹師範學院進修暨推廣部教師在職進修教育研究所學校行政碩士班,新竹市。
吳宗祐(2003)。工作中的情緒勞動:概念發展、相關變項分析、心理歷程議題探討。未出版碩士論,國立台灣大學心理學研究所文,台北市。
吳淑禎、周璻薇、謝辰昕、劉俊億(2010)。餐飲外場從業人員的社會支持、情緒勞務與工作表現之研究,人類發展與家庭學報,12,1-30。吳煜皓(2005)。台前與台後:情緒勞務在旅館組織中的研究。未出版碩士論文,國立高雄應用科技大學觀光與餐旅管理研究所,高雄市。
宋敬德(2002)。情緒價值與情緒行銷及情緒勞務管理之關聯性研究─以國際觀光旅館為例。未出版碩士論文,國立雲林科技大學企業管理研究所,雲林縣。
李宜玲、陳沁怡、陳貞吟(2005,5月)。休閒產業員工情緒勞務負荷、工作倦怠與離職傾向相關性之研究。2005立德健康休閒暨觀光餐旅產官學研討會,台南:私立立德管理學院。
李俊賢、黃芳銘、鍾莉容(2010)。組織支持、組織認同與服務導向組織公民行為:餐旅飯店服務人員的實證。休閒事業研究,8(2),49-67。
林佳瑩、蔡毓智(2003)。台灣地區不同世代生命週期中重大生活變遷之比較性研究。2003年台灣社會學學會年會暨「邁向新世紀的公平社會---社群、風險與不平等」研討會論文集。
林尚平(2000)。組織情緒勞務負擔量表之發展。中山管理評論,8(3),427- 447。林尚平、吳建明、湯大緯(2006)。情緒勞務者人力資源管理措施對改善負面情緒效應之配適研究。中華管理評論國際學報,9 (3),1-42。
林尚平、陳敦生(1996)。情緒勞務與人力資源管理方案關係之研究-以臺灣境內航空業為例。國立雲林技術學院學報,5(2),65-72。
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。
林菁真、王淑治、甘唐沖、高春華(2008)。圓山大飯店員工之工作壓力、職業倦怠與身心健康狀況之研究。生物與休閒事業研究,6(2),143-164。林瑋(2008)。國際觀光旅館宴會廳內外場員工工作壓力、工作倦怠與離職傾向之相關研究-以社會支持為干擾變項。未出版碩士論文,私立輔仁大學餐旅管理系,台北縣。
林鈺臻(2005)。情緒勞務在旅館組織中對員工滿意度與組織承諾之影響。未出版碩士論文,國立中山大學中山學術研究所,高雄市。
林鉦棽、王政智(2005)。從社會交換理論與交易成本理論分析組織內之知識分享行為。人力資源管理學報,5(2),95-119。
林繼正、陳淑芬(2008)。建構空服員工作壓力、職業倦怠對身心健康狀況影響模式。運動休閒管理學報,5(1),1-17。高佳伶(2001)。銀行行員情緒勞務負荷、影響因素與結果之研究。未出版碩士論文,國立中正大學工研究所,嘉義縣。
張正平、邱如玫(2008,5月)。國際空服員情緒勞務與情緒浩劫關係之研究,2008創業成長營暨企業經營管理學術研討會,桃園:私立開南大學企業與創業管理學系。
張良漢(2006)。金融從業人員工作壓力、休閒調適及身心健康狀況之研究,Asian Journal of Management & Humanity Science, 1(1),161-174。張曉春(1983)。專業人員工作疲乏研究模式-以社會工作員為例(上、下),思與言,21(1、2),66-79,79-120。張曉毓(1998)。情緒勞務、組織行為結果與人力資源管理方案之研究。未出版碩士論文,國立雲林科技大學企業管理研究所,雲林縣。
曹輝雄(2006)。探討國際觀光旅館餐飲部外場主管工作壓力、壓力因應與職業倦怠之感受情形。未出版之碩士論文,私立銘傳大學觀光研究所碩士在職專班,桃園縣。
許順旺、邱瑜婷(2011)。國際觀光旅館餐飲部門組織正義、員工創新行為與績效表現之相關研究-以組織支持為干擾變項。觀光休閒學報,17(1),49 – 74。郭生玉(1987)。國中教師工作壓力與背景因素關係之研究。師大教育心理學報,20,37-54。陳妍辰(2003)。情緒勞務、工作特性、工作滿足與組織公民行為之相關性研究。未出版碩士論文,私立義守大學管理科學研究所,高雄縣。
陳柏蒼(譯)(1999),Dr. Christina Maslach & Michael P. Leiter著,企業睡人(The Truth about Burnout),台北:高寶。
陳敦生(1995)。情緒勞務與自我監控對於工作表現及人力資源管理方案需求之相關
陸洛(1997)。工作壓力之歷程:理論與研究的對話。中華心理衛生學刊,10(4),19-51。陸洛、李惠美、謝天渝(2005)。牙醫師職業壓力與身心健康及職業倦怠之關係。應用心理研究,27,59-80。黃良傑、黃新福(2008)。證券業資訊人員工作壓力、工作壓力反應與職業倦怠關係之研究。德霖學報,22,171-192。
黃韞臻、林淑惠(2008)。百貨公司從業人員工作壓力與工作倦怠之分析研究。國立虎尾科技大學學報,27(3),125-142。楊蓓(1989)。台灣地區醫療社會工作人員工作壓力、社會支持與職業倦怠之研究。中華民國公共衛生學會雜誌,9(1),14-28。楊馥菱(1998)。情緒勞務工作者的社會支援、自我調控與工作表現之相關研究。未出版碩士論文,私立靜宜大學管理科學研究所,台中縣。
董時叡(2001)。工作壓力過程模式之驗證:臺灣基層農業推廣人員之分析。應用心理研究,10,199-220。鄔佩君(2003)。第一線服務人員之情緒勞動的影響因素與其結果之關係:以銀行行員為例。未出版碩士論文,國立政治大學心理學系,台北市。
滿莉芳(2002)。情緒勞務工作者情緒勞務負荷與工作結果之研究-以情緒智力與工作特性為干擾。未出版碩士論文,私立靜宜大學企業管理研究所,台中縣。
蔡孟原(2004)。難應付客戶、情緒勞務與情緒耗竭:工作涉入與知覺組織支持的調節效果。未出版碩士論文,私立中原大學心理學研究所,桃園縣。
蔡金田(1998)。國民小學啟智班教師工作壓力與職業倦怠之關係。教育研究資訊,6(6),69-87。鄭雅文、葉婉榆與林宜平(2007)。台灣職場疲勞問題的社會性。台灣公共衛生雜誌,26(4),251-253。謝文全(2003)。教育行政學。台北:高等教育。
韓志翔、江旭新、楊敦程(2009)。高承諾人力資源管理、知覺組織支持、信任與知識分享之關係探討:跨層次的分析。管理評論,28(1),25-44。簡妏潔(2005)。情緒勞務之影響因素與其結果之研究-以國際觀光旅館員工為例。未出版碩士論文,國立嘉義大學休閒事業管理研究所,嘉義市。
羅新興、梁成明、余永章(2006)。領導者-成員交換關係品質與追隨者對領導者態度的關聯性—探討追隨者類型的干擾作用。Journal of Ching-Yun University, 26(1), 1-11。二、英文部分
Adelmann, P. K. (1989). Emotional labor & employee well-being. Unpublished doctoral Dissertation, University of Michigan, Michigan, Ann Arbor.
Aksu, A. A., & Aktas, A. (2005). Job satisfaction of managers in tourism: Cases in the Antalya region of Turkey. Managerial Auditing Journal. 20(5), 479-488.
Allen J. A., Diefendorff J. M., & Ma Y. (2014). Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers. Journal of Business and Psychology. 29(1), 21-35.Amoah, V. A., & Baum, T. (1997). Tourism education: Policy versus practice. International Journal of Contemporary Hospitality Management. 9(1), 5–12.Aselage J., & Eisenber R. (2003). Perceived organizational support and psychological contracts: a theoretical integration. Journal of Organizational Behavior. 24(5), 491-509.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles:The influence of identify. Academy of Management Review,18(1),88-115.Aube, C., Rousseau, V., & Morin, M. E. (2007). Perceived organizational support & organizational commitment: The moderating effect of locus of control & work autonomy. Journal of Managerial Psychology. 22(5), 479-495.
Bauer, T. N., & Green, S. G. (1996). Development of leader-member exchange:A longitudinal test. Academy of Management Journal, 39(6), 1538-1567.
Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service in manufacturing. Academy of Management Review, 14(1), 75-95.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.Buchanan, B. II. (1974). Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly. 19(4), 533-546.
Chen, Z., Lam, W., & Zhong, J. A. (2007).Leader-member exchange and member performance: A new look at individual-level negative feedback-seeking behavior and team-level empowerment climate. Journal of Applied Psychology, vol.92, pp.202-212.
Cherniss, C. (1980). Staff burnout: Job stress in the Human services. Beverly Hills: Sage Publications.
Choi Y. G., & Kim K. S. (2015). The influence of emotional labor on burnout: Centered on the stress coping strategy and moderating effect of social support. International Journal of Social Science and Humanity. 5(7), 583-588.
Cordes, C. L., & Dougherty, T. W. (1993). A Review & Integration of Research on Job Bounout. Academy of Management Review, 18(4), 621-656.
Cunningham, W. G. (1983). Teacher burbout-solution for the 1980s:A review of the literature. The Urban Review, 15(1), 37-51.Demerouti, E. (1999).Burnout: Eine Folge konkreter Arbeitsbedingungen bei Dienstleistungs- und Produktionstätigkeiten. Frankfurt: Peter Lang.
Dienesch, R.M., & Liden, R.C. (1986).Leader-member exchange model of leadership: A critique and further development. Academy of Management Review, 11, 618-634.
Dormann, C., & Zapf, D. (2004). Customer-related social stressors & Burnout. Jounal of Occupational Health Psychology, 9(1), 61-82.Edelwich, J., & Brodsky, A. (1980). Burnout: Stage of disillusionment in the helping professions. New York:Human sciences press.
Eisenberger R., Huntington R., Hutchison S., & Sowa D. (1986). Perceived Organizational Support. Journal of Applied Psychology. 71(3), 500-507.
Evans, N., Campbell, D., & Stonehouse, G. (2003). Strategic Management for Travel & Tourism, Oxford, Butterworth-Heinemann.
Freudenberger, H. J. (1974). Staff Burnout. Journal of Social Issues, 30, 159-165.
Fuller, J.B., Barnett, T., Hester, K., & Relyea, C. (2003). A social identity perspective on the relationship between perceived organizational support & organizational commitment. The Journal of Social Psychology. 143(6), 789-791.
Gabris, G. T., & Ihrke, D. M. (2001). Does performance appraisal contribute to heightened levels of employee Burnout? The results of one study. Public Personnel Management, 30(2), 157-172.
Ganster, D. C., & Schaubroeck, J. (1991). Burnout & Employee health. Journal of Management, 17, 235-271.
Ghani, M.A. (2006). Hospitality & tourism education in the making. Journal of Teaching in Travel & Tourism. 6(2), 71-87.
Gomez, C., & Rosen, B. (2001).The leader-member exchange as a link between managerial trust and employee empowerment. Group & Organization Management, vol.26, pp.53-69.
Gorter, R. C., Albrecht, G., Hoogstraten, J., & Eijkman, M. A. J. (1999). Factorial validity of the Maslach Burnout inventory - Dutch version (MBI-NL) among dentists. Journal of Organizational Behavior, 20, 209-217.
Gr&ey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1),95-110.Harvey, S., Blouin, C., & Stout, D. (2006), Proactive personality as a moderator of outcomes for young workers experiencing conflict at work. Personality & Individual Differences, 40(1), 1063-1074.Hochschild, A. R. (1979). Emotion work, feeling rules, & social structure. American Journal of Sociology, 85, 551-575.
Hochschild, A. R. (1983). The managed heart:Commercialization of human feeling. Berkeley: Unervisety of California.
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; Mersin. 4(3), 175-186.
James, N. (1989). Emotional labor: Skill & work in the regulation of feelings. Sociological Review, 37, 15-42.
Kanaga, K., & Browning, H. (2007). Maintaining Team Performance. Center for Creative Leadership. Ideas in to Action Guidebooks. Electronic Books.
Karatepe, M.O., & Uludag, O. (2007). Conflict, exhaustion, & motivation: A study of frontlineemployees in Northern Cyprus hotels. International Journal of Hospitality Management. 26(3), 645-665.
Kim, H.J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management. 27(2), 151-161.
Knippenberg, D., & E. CN Schie. (2000). Foci & correlates of organization identification. Joounal of Organizational Psychology, 73(1), 137-147.Kusluvan, S., & Kusluvan, Z. (2000). Perceptions & attitudes of undergraduate tourism students towards working in the tourism industry in Turkey. Tourism Management. 21(3), 251-269.
Maslach, C. (1982). Burnout: The cost of caring. Englewood Cliffs, NJ: Prentice-Hall.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced Burnout. Journal of Occupational Behavior, 2(1), 99-113.Maslach, C., Jackson, S. E., & Leiter, M. P. (1996). Maslach burnout inventory manual (3rd 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.
Morris, J. A., & Feldman, D. C. (1996). The dimensions,antecedenta,& consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.
Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the work place. Journal of Managerial Issues, 9, 257-274.
O’Driscoll, M.P., & R&all, D.M. (1999). Perceived organizational support, satisfaction with rewards, & employee job involvement & organizational commitment. Applied Psychology: An Interview Review. 48(2), 197-209.
Okumus, F., & Yagci, O. (2006). Tourism higher education in Turkey. Journal of Teaching in Travel & Tourism. 5(1), 89-116.Pines, A., & Aronson, E. (1988). Career Burnout: Causes & cure,. New York: Free Press.
Pines, A., & Maslach, C. (1978). Characteristics of staff burn-out in mental health settings. Hospital & Community Psychiatry, 29, 233-237.
Putnam, L. L., & Mumby, D. K.(1993). Organizations, emotions, & the myth of rationality. In S. Fineman (Ed.), Emotion in organizations (pp.36-57). Newbury Park, CA: Sage.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology. 87(4), 698-714.
Riggle, R.J., Edmondson, D.R., & Hansen, J.D. (2009). A meta-analysis of the relationship between perceived organizational support & job outcomes: 20 years of research. Journal of Business. 62(10), 1027-1030.
Robins, S.P., & Judge, T.A. (2009). Organizational Behavior, Prentice Hall, New Jersey.
Schaufeli, W. B., & Buunk, B. P. (2003). Burnout: An overview of 25 years of research and theorizing. In M. J.Schabracq, J. A. M. Winnubst, & C. L. Cooper, (Eds.), The handbook of work and health psychology(2nd ed.): 383-425. New York: John Wiley & Sons.
Schaufeli, W. B., Leiter, M. P., & Maslach, C. (1996). MBI manual (3rd Edn. )[M] . Palo Alto , CA: Consulting Psychologists Press, 672102.
Settoon, R.P., Bennett, N., & Liden, R.C. (1996). Social exchange in organizations: Perceived organizational support, leader-member exchange, & employee reciprocity. Journal of Applied Psychology. 81(3), 219-227.
Shirom, A. (1989). Burnout in work organizations. In C. L. Cooper & I.T. Robertson (Eds.). International Review of Industrial & Organizational Psychology, 6, 25-49. New York: Wiley.
Shirom, A. (2003). Job-related burnout: A review. In J. C. Quick & L. E. Tetrick (Eds.), Handbook ofoccupational health psychology: 3-18. Washington, DC: American Psychological Association.
Sisley, H. (1956). The Stress of Life. New York: McGraw-Hill.
Sisley, H. (1983). The Stress Concept: Past, Present and Future. In: Cooper, C.L., Ed., Stress Research Issues for the Eighties, John Wiley & Sons, New York, 1-20.
Smith, R. E. (1986). Toward a cognitive-affective model of athletic Burnout. Journal of Sport Psychology , 8, 20-36.
Sutton, R. I., & Rafaeli, A. (1988).Untangling the Relationship between Displayed Emotions & Organizational Sales. Academy of Management Journal, 31, 461-487.
Sutton, R. (1991). Planning by incremental dynamic programming. In Eight International Workshop on Machine Learning(pp.353-357), Morgan Kaufmann.
Tansky, W.J., & Cohen, J.D. (2001). The relationship between organizational support, employee development, & organizational commitment: An empirical study. Human Resource Development Quarterly. 12(3), 285-300.
Ulker C., Osman C., & Hakan A. (2010). The effects of perceived organization support on employees’ affective outcomes: evidence from the hotel industry. Tourism & Hospitality Management. 16(2), 125-150.
Wharton, A. S. (1993). The affective consequences of service work:Managing emotions on the job. Work & Occupation, 20(2), 205-232.
Yoon, J., & Thye, S.R.(2002). A dual process model of organizational commitment: Job satisfaction & organizational support. Work & Occupations. 29(1), 97-124.