過去探討影響員工正向情緒表達之前因的實證研究，已累積相當豐富，但在前因變數間之交互作用，以及情緒表達概念上，仍有以下兩大類議題尚未處理：首先，鮮少研究同時探討個體內層次 (交易層次)與個體間層次 (員工個人層次)之跨層次研究，即檢視單一員工服務多位顧客時之巢狀的影響 (nested effects)，故本研究提出的理論模型包含兩個層次變數之間的關係：個體內層次 (交易忙碌程度、顧客負向情緒表達)與個體間層次 (知覺工具型主管支持、知覺情感型主管支持、情緒穩定性特質)，以試圖彌補此研究缺口。再者，過去有關情緒表達之研究，大多探討員工於每筆交易時所展現之正向情緒表達之強度，因此，本研究另一個研究興趣探討員工個人變數與員工正向情緒表達之平均強度間的關係。 本研究以76位中華郵政第一線儲匯服務人員，及與其互動之434位顧客為研究對象，階層線性模式分析結果發現顧客負向情緒表達與員工正向情緒表達具有顯著負向關係；而在員工個人變數之跨層次干擾效果探討上，本研究結果發現，當員工知覺工具型主管支持較高時，會削弱顧客負向情緒表達與員工正向情緒表達之間的負向關係；且當員工情緒穩定性特質較高時，也會使交易忙碌程度與員工正向情緒表達間之負向關係減弱。最後，階層迴歸分析結果亦指出員工知覺情感型主管支持與員工正向情緒表達之平均具有顯著正向關係。整體而言，本研究所提之研究假說部分符合理論預期，而研究結果可對情緒表達、情緒勞動、與社會支持相關研究提供理論貢獻與實務意涵。 / Although most of previous studies have explored the antecedents of employee positive affective displays, the issues of examining the main effects of transaction cues and the moderating effects of employee characteristics on employee positive affective displays from the perspective of within-person and between-person analysis remain relatively unexplored so far. Therefore, this study examined whether transaction defining cues (ex., transaction busyness and client negative affective displays) affected employee positive affective displays. Besides, this study examined whether employee characteristics would moderate the relationships between transaction defining cues and employee positive affective displays. Results from 76 postal clerks of 32 post offices and 434 clients partially supported our hypotheses and showed that client negative affective displays negatively predict employee positive affective displays. With regard to the moderating effects of employee characteristics, when the postal clerks perceived high level of supervisor instructmental support, the negative effect of client negative affective displays on employee positive affective displays was minimized. Moreover, employee with high level of emotional satbility would weaken the negative relationship between transaction busyness and employee positive affective displays. In addition, the study also indicate that employee perceived high level of supervisor emotional support would increase the employee average performance of positive affective displays. In conculsion, these findings provide not only further understanding how to improve employee affective displays, but also guidance for the organizations to select and train appropriate emoployees.

人或擬人生物佔眾多動畫主題的大部份，而要使人物動畫看起來栩栩如生，除了適當的臉部表情外，能夠傳達人物情感的肢體動作更是不可或缺。本研究的目標在於以電腦程序產生帶有情緒成份之人物肢體動畫。此目標包含兩個子目標：第一、設計以人類肢體動作為目標的參數化程序，以提高程序之重用性及泛用性，降低製作程序式動畫的成本，並製作出以關鍵格為基礎之人物動畫；第二、將我們製作的動畫加入風格，並以心理學實驗驗證人物的動作和情緒的關聯。我們的實驗先將風格套用於走路動作上，來證明我們操弄風格的方法符合大眾的認知。再者，我們針對走路動作嘗試以實驗找出風格和情緒的對映，再將此對映關係套用到具特定情緒意涵的動作上，以證明這些對映有助於情緒的表達。 / Human or human-like creatures are the main subjects of computer animations. In addition to facial expression, body gestures and motions are also indispensi-ble components for realistic character animation. The goal of this research is to create emotional character animation with computer procedures. This goal may contain two subgoals: first, we aim to design parameterizable animation proce-dures for human body motions in order to reduce the cost of producing key-frame based character animations with improved generality and reusability; second, we incorporate style into procedural animation and validate the relation model between emotion and motion with psychology experiments. We first ap-plied different styles into the walking motion and conducted experiments to see if the participants can agree with the way that we manipulate the style parame-ters. Furthermore, for the walking motion, we conduct experiments to find the mapping from the emotion parameters to the style parameters. Then we applied this mapping to emotion-specific motions to see if the animations perceived by the users can be further enhanced.

肢體動作是情緒表達的方式之一，本研究旨在探討表達情緒時，表達者「動作特性」及「身體方向」對肢體動作情緒表達的影響，及其二者的關係。參考過去研究，本研究使用生氣、害怕、開心及悲傷四種情緒的肢體動作，並操弄平滑度、僵硬度、速度、力道及擴張度五種動作特性；0°、45°、90°三種身體方向，並且以正確率、反應時間及情緒強度作為指標，進行區辨作業及評分作業。本研究共分兩個實驗，每個實驗皆由兩個子實驗構成，兩個子實驗分別使用「一般動作」及「特殊動作」作為呈現刺激。實驗一目的在於探討「動作特性」對情緒表達的影響；實驗二目的在於探討「動作特性」和「身體方向」共同對情緒表達的影響。實驗一A使用一般動作並操弄五種動作特性，藉此得到各情緒的動作特性組合；實驗一B使用特殊動作並操弄動作特性相容性，結果顯示動作特性相容性確實有其效果，相容情況的情緒強度高於不相容情況。實驗二A、二B分別使用一般動作及特殊動作，並操弄五種動作特性及三種身體方向，結果顯示當身體方向符合情緒的趨避動機時，其正確率、反應時間及情緒強度的表現皆較好。综合而言，「動作特性」及「身體方向」在肢體動作表達情緒時確實有其效果，當動作特性相容時，可增進情緒表達力；當身體方向符合該情緒的趨避動機時，也可增進情緒表達力，但動作特性及身體方向二者間的關係為何，本研究仍無法下一定論。 關鍵字：情緒表達、趨避動機、肢體動作、動作特性、身體方向 / Abstract Body movement is one of the ways to express emotion. The purpose of this study is to explore the effects of movement quality and body direction on the emotion expressiveness of body movement. Referring to some previous studies, four kinds of emotion (anger, fear, happiness and sadness) were included in the present study. Five movement qualities (smoothness, stiffness, speed, strength and expansion) and three body directions (0°, 45° and 90°) were manipulated as the independent variables. Response accuracy and reaction times of an identification task and rating scores of the emotion rating task were measured as the dependent variables. There are two experiments in this study which includes two sub-experiments each. One of the sub-experiments adopted non-propositional body movements as stimuli (Experiment 1A & 2A), and the other adopted propositional body movements as stimuli (Experiment 1B & 2B). Experiment 1 aimed to explore the effect of movement qualities. In Experiment 1A, movement quality combinations which can express each of the four emotions were found. Based on this result, in Experiment 1B, movement quality compatibility was manipulated. The results of Experiment 1B confirmed the effect of movement quality compatibility on emotion strength in non-propositional body movement. Experiment 2 manipulated five movement qualities and three body directions. The results showed that when body direction was compatible with the approach-avoidance motivation of the expressed emotion, participant’s performances on response accuracy, reaction times and rating scores were better than that of incompatible ones. In conclusion, both movement quality and body direction can influence the emotion expressiveness of body movement. When movement qualities and body directions are compatible with the expressed emotion, the strength of emotion can be increased. But the relative contributions and the interaction effect of movement qualities and body directions are still unclear. Keywords: emotion expression, approach-avoidance motivation, body movement, movement quality, body direction

過去研究發現，組織所制訂之情緒表達規則對於員工在服務顧客時所表現的情緒表達行為有正面的影響，然而，情緒表達規則究竟是透過何種管道傳遞給員工，目前文獻尚未提供明確的答案；且傳遞方式的不同是否會增強或削弱組織規範對員工行為的影響力，也是過去文獻所忽略的部分。本研究以主管的教導行為作為主要變項，探討其是否會影響員工在服務顧客時，所展現之正向情緒表達與失態行為；同時，本研究亦探討主管平時與員工互動時所展現的魅力領導行為與不當對待領導行為，是否會干擾主管教導行為與員工情緒表達之間的關係。 本研究以國內飯店業之櫃台服務人員為實證對象，蒐集了總共101家飯店、360位櫃台服務人員的資料。結果顯示，主管的教導行為對於員工正向情緒表達行為具有正面的影響；且當主管展現出高度的魅力領導行為時，會強化主管教導行為與員工正向情緒表達之間的正向關係。 / Although previous studies have found that organizations’ display rules have positive impacts on employee affective displays in the service industry, the issue of how these emotional display rules be conveyed to employees remains relatively unexplored so far; and it is also been neglected as to whether the way of conveying display rules can influence the effects of organizational norm on employee positive affective displays. Therefore, this study examined whether supervisory guidance can affect employee positive affective displays and breaking character. In addition, this study examined whether charismatic leadership and abusive supervision performed by supervisors will moderate the relationships between supervisory guidance and employee affective displays. Data were collected from 360 front desk clerks in 101 hotels in Taiwan. Results showed that supervisory guidance had a positive impact on employee positive affective displays. In addition, this study found that high level of charismatic leadership behaviors strengthened the positive relationship between supervisory guidance and employee positive displays.

本研究旨在從社會認知觀點探討顧客衣著線索與顧客購買行為線索對員工正向情緒表達之影響，以及探討員工知覺顧客社會地位與前期購買意願之中介效果。過去在員工正向情緒表達相關研究上，雖有探討顧客衣著線索與購買行為線索對員工正向情緒表達之影響，但並未深入探討其中之歷程，本研究認為認知心理學領域中之基模概念，可以解釋過去在情緒表達研究中，顧客外表與行為線索對第一線服務員工正向情緒表達影響關係的研究發現。 本研究以百貨公司化妝品專櫃之櫃員與其互動之顧客為研究對象，共觀察及記錄93筆交易互動，以實地場域之觀察法進行研究，研究結果發現，如同預期，顧客之衣著線索及購買行為線索對員工正向情緒表達皆有顯著的正向影響，顯示顧客若穿著愈高貴或是展現越多購買行為線索，員工會表現得越親切，研究結果驗證了過去情緒表達相關之研究發現；然而，員工知覺顧客社會地位與員工知覺顧客前期購買意願之中介效果並不如預期達顯著，顯示顧客衣著線索與購買行為線索並非透過激發員工對顧客社會地位與前期購買意願之基模影響員工正向情緒表達，而可能透過激發了別的基模來影響員工之正向情緒表達。整體而言，本研究所提之研究假說部分符合預期，而研究結果可對情緒表達與社會認知基模理論相關研究提供理論貢獻與實務意涵。 / According to social cognitive psychology, targets’ cues can arouse perceivers’ schemas, and then help perceivers to form an impression on the target person. This point of view can help explain the past related research on employee’s positive affective displays. According to the past researches’ research findings, customers’ clothing and behaviors have obvious effects on employees’ positive affective displays. Moreover, base on schema theory, customers’ clothing and purchase behavior cues are believed to arouse employees’ social status schema and pre-purchase intention schemas respectively, and make employees to have a perception on customers’ social status and pre-purchase intention, and therefore have different positive emotional expressions on different customers. Employees’ perception on customers’ social status and pre-purchase intention are believed to play mediator roles in those processes. This study examined the 93 face-to-face interactions between employees and customers in the department store cosmetics section. Results showed customers’ clothing and purchase behavior cues are positively related to employees’ positive affective displays, as predicted. In other words, the more dignity the customer dressed or the more purchase behaviors he/she displayed, the more positive affective displays the employee showed. However, the mediator roles of employees’ perceptions on customers’ social status and pre-purchase intention were not found in the research. Over all, part of hypothesizes are predicted. The results have both theoretical and practical contributions to emotional expression research and social cognitive research.