本研究旨在探討國小教師之工作-家庭平衡、正向情緒、組織公民行為之關係，並探究正向情緒在工作-家庭平衡與組織公民行為之間是否具有中介效果。研究採用問卷調查法，以新北市公立國小教師做為樣本母群體，採用分層隨機抽樣，抽出64所小學共計760位受試者，回收有效問卷616份，所得資料分別以描述統計、t考驗、單因子變異數分析、Pearson積差相關、迴歸分析、Sobel檢定等統計方法進行研究，根據研究結果加以分析歸納，研究結論如下： 一、新北市國小教師工作-家庭平衡屬中高程度，WFC高於FWC、FWE高於WFE。 二、新北市國小教師正向情緒屬中高程度。 三、新北市國小教師組織公民行為屬於中高程度，以OCB-I最高。 四、婚姻狀況、未滿18歲子女數、服務總年資、學歷、現任職務在WFC上有顯著差異；性別、年齡、婚姻狀況、未滿18歲子女數、服務總年資、學歷、現任職務在FWC上有顯著差異；年齡在WFE上有顯著差異；現任職務在FWE上有顯著差異。 五、學歷、現任職務在整體OCB上有顯著差異；未滿18歲子女數、現任職務在OCB-I上有顯著差異；性別、年齡、婚姻狀況、服務總年資、學歷、現任職務、學校規模在OCB-O上有顯著差異；現任職務在TASK上有顯著差異。 六、學歷在正向情緒上有顯著差異。 七、工作-家庭平衡教師在正向情緒、OCB-I、TASK、整體OCB顯著高於非平衡教師。 八、「工作-家庭增益」與正向情緒對組織公民行為具顯著相關及預測力。 九、正向情緒在「工作-家庭增益」與組織公民行為間具有部份中介效果。 最後，根據研究結果提出建議，以供學校校長、教師及後續研究之參考。 / The purpose of this study is to investigate the relationship between teachers’ work-family balance, positive emotion and organizational citizenship behavior (OCB) in elementary school. Furthermore, the mediation of positive emotions on work-family balance and OCB was examined. A survey research was conducted using a sample of elementary school teachers in New Taipei City. Data from a sample of 616 teachers within 64 schools was analyzed and processed with the methods of descriptive statistics, t-test, one-way ANOVA, Pearson correlation, multiple regression analysis and Sobel test. The major findings of this study are as follows: 1. Teachers’ work-family balance is above average and WFC higher than FWC, FWE higher than WFE. 2. Teacher’s positive emotion is above average. 3. Teacher’s OCB is above average, “OCB-I” ranks the top. 4. Five demographic variables, including marriage, children under the age of 18, total serving years, education and position show significant differences in work-to-family conflict. Seven demographic variables, such as gender, age, marriage, children under the age of 18, total serving years, education and position, show significant differences in family-to-work conflict. One demographic variable, age, shows significant differences in work-to-family enrichment. One demographic variable, position, shows significant differences in family-to-work enrichment. 5. Two demographic variables, education and position, show significant differences in OCB. Two demographic variables, including children under the age of 18 and position, show significant differences in OCB-I. Seven demographic variables, including gender, age, marriage, total serving years, education, position and school classes, show significant differences in OCB-O. One demographic variable, position, shows significant differences in TASK. 6. One demographic variable, education, show significant differences in positive emotion. 7. Teachers with work-family balance are higher at positive emotions, OCB-I, TASK, and OCB than others. 8. Work-to-family enrichment and positive emotion are positively correlated with OCB. 9. Positive emotion as a mediator of the work-family enrichment and OCB. Based on the results of the research, suggestions for school principals, teachers and future related studies are proposed.

本研究旨在比較不同背景和臨床因素的乳癌患者其因應策略、正向情緒和心理症狀的差異情形。本研究除了關注個體所採取的因應策略與情緒的關聯性；另一方面，研究者認為患者的情緒亦可能影響其因應策略之選擇，因此因應策略與情緒間的變化關係，亦為本研究目的之一。 本研究採立意取樣，並以中部某一教學醫學乳房中心初診斷之乳癌患者共計113位為研究對象，蒐集患者之｢基本資料表｣、｢短版因應策略量表｣、｢醫院版焦慮-憂鬱量表｣和｢情緒平衡量尺｣，並以術後3個月和6個月進行追蹤研究。 資料處理以相關分析、t考驗、單因子變異數分析及階層迴歸分析等統計方法為主。由於本研究擬以Brief COPE作為臺灣乳癌病患因應壓力之測量工具，因此將採用探索性因素分析(Exploratory Factor Analysis；EFA)，探討此量表在初診斷乳癌患者身上的因素結構。 依據本研究問題與假設，主要發現摘述如下: 一、本研究以主成分分析法抽取Brief COPE量表因素，並以斜交轉軸進行因素轉軸，依據陡坡圖和平行分析結果抽取三個因素。此三因素的解釋總變異量為62.1%。研究者將因素I命名為｢趨近因應｣；因素II命名為｢情緒性因應｣和因素III命名為｢逃避因應｣。 二、教育程度、收入和有無職業與正向情緒呈正相關；現有小孩人數和年齡與正向情緒呈負相關；年齡和副作用與憂鬱具有正向關係，教育程度則與憂鬱呈負相關;副作用與焦慮呈正相關。有無結婚、有無職業、教育程度、收入、乳房重建與趨近因應呈正相關，期數和年齡則和趨近因應有顯著負相關；有無職業和情緒性因應呈正相關。 三、乳癌患者於術後3、6個月最常採用的因應策略為趨近因應，其次為情緒性因應，最少採用逃避因應。 四、焦慮對逃避和趨近因應有獨特的預測力，即焦慮程度愈高會愈使用逃避和趨近因應策略；憂鬱則對趨近因應有獨特的預測力，憂鬱程度愈高者，其趨近因應的使用愈少；在因應策略的部分，只有趨近因應可顯著預測正向情緒；正向情緒在趨近因應和焦慮的關係中並無法形成部份或完全中介之角色。 最後，根據研究結果與限制提出若干具體建議，以供臨床工作者及未來研究之相關人員參考。 / The purpose of this study is to explore the differences of coping strategies, positive affect and psychological symptoms among newly-diagnosed breast cancer patients in different sociodemographic backgrounds. Research has found that coping strategies predict psychological outcomes; however, a few studies have also reported that psychological symptoms could predict the use of coping strategies. Therefore, the relationship between coping strategies and psychological symptoms was the first aim of the current study. One-hundred and thirteen participants were recruited by purposive sampling. The data were draw from newly-diagnosed breast cancer patients in a breast center unit at a hospital in central of Taiwan. Demographic and clinical data were gathered at the first time point, and the Brief Coping Orientations to Problems Experienced scale (Brief COPE), the Hospital Anxiety and Depression Scale (HADS), Positive Affect subscale of Affect Balance, and side effect checklists were gathered 2 times during the first 3- and 6-month after discharge respectively. Pearson product-moment correlation, t-test, one-way ANOVA, post Scheffe test and hierarchical regression analysis were applied. In an attempt to confirm the factor structure of the Brief COPE, the Exploratory Factor Analyses (EFA) were performed before those analyses. The major findings of the current study were as follows： 1.Using principal components factor analysis with oblique rotation, scree plot and parallel analyses revealed three factors for the Brief COPE were the best factor structure of the current sample: (1) approach coping, (2) emotional coping, and (3) avoidance coping. These 3 factors accounted for 62.1% of the total variance of the data. 2.Education, income and employment status were significantly correlated with positive affect. Number of kids and age were found to be inversely correlated with positive affect. Age and side effects were positively correlated with depression. Side effects were found to be correlated with anxiety. Marital status, employment status, cancer stage, education, income, age, breast reconstruction surgery were found to be correlated with approach coping. Meanwhile stage and age were found to be negatively correlated with emotional coping. 3.Approach coping was the most commonly used coping strategies, while avoidance coping was the least commonly used coping strategies. 4.Anxiety could reliably predict the use of avoidance and approach coping. High anxiety level predicted more use of avoidance and approach coping, whereas depression predicted the use of approach coping, high depressive mood predicted less use of approach coping. Approach coping predicted higher positive affect, but positive affect was fail to be the mediator between approach coping and anxiety. Implications for these results were discussed. The results can also serve as a helpful reference for healthcare professionals.

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.

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.

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.