隨著近年來人們生活品質之提升，顧客對於服務品質要求日益提升，組織為了提升獲利，以「顧客為導向」之服務型態應運而生並成為主流。其宗旨無非在於提供顧客最好之服務品質，從而提高組織之利潤。而提高服務品質的過程中，組織人員所扮演的角色之重要性不言而喻。有鑑於此，在服務過程中，當出現服務失誤的情形造成顧客之不滿意度提升時，則組織必須透過各種手段彌補顧客之損失。本文旨在探討大學生在進入職場前，對於情緒勞務負荷之知覺情形，故採用問卷調查法，以改編之「大學生職場情緒勞務知覺量表」作為研究工具，透過描述性統計、獨立樣本t檢定、單因子變異數分析等統計分析方法，以瞭解大學生職場情緒勞務知覺之現況，及其差異情形，並進一步提出相關之建議。

With the improvement of people's quality of life in recent years, customers' demand for service quality has increased. In order to improve profits, organizations have adopted a ＂Customer Orientation＂ service model and emerged as the mainstream. Its purpose is to provide customers with the best quality of service and to increase the profitability of the organization. In the process of improving service quality, the organizers play a very important role. Therefore, in the service process, when the service failure occurs and the customer's dissatisfaction increases, the organization must compensate the customer's loss through various ways. This paper aims to explore the emotional labor of college students before entering the workplace. Therefore, the questionnaire survey method will be adopted, and the adaptation of the ＂emotional labor scale＂ as a research tool. The research methods are ＂descriptive statistics＂, ＂t-test＂, and ＂one way ANOVA＂. To understand the emotional labor of college students and their differences. Finally make some recommendations.