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The world of animation has painted an inspiring image of what the robots of the future could be. Taking the robots R2D2 and C3PO from the Star Wars films as representative examples, these robots are portrayed as being more than just machines, rather, they are presented as intelligent and capable social peers, exhibiting many of the traits that people have also. These robots have the ability to interact with people, understand us, and even relate to us in very personal ways through a wide repertoire of social cues. As robotic technologies continue to make their way into society at large, there is a growing trend toward making social robots. The field of Human-Robot Interaction concerns itself with studying, developing and realising these socially capable machines, equipping them with a very rich variety of capabilities that allow them to interact with people in natural and intuitive ways, ranging from the use of natural language, body language and facial gestures, to more unique ways such as expression through colours and abstract sounds. This thesis studies the use of abstract, expressive sounds, like those used iconically by the robot R2D2. These are termed Non-Linguistic Utterances (NLUs) and are a means of communication which has a rich history in film and animation. However, very little is understood about how such expressive sounds may be utilised by social robots, and how people respond to these. This work presents a series of experiments aimed at understanding how NLUs can be utilised by a social robot in order to convey affective meaning to people both young and old, and what factors impact on the production and perception of NLUs. Firstly, it is shown that not all robots should use NLUs. The morphology of the robot matters. People perceive NLUs differently across different robots, and not always in a desired manner. Next it is shown that people readily project affective meaning onto NLUs though not in a coherent manner. Furthermore, people's affective inferences are not subtle, rather they are drawn to well established, basic affect prototypes. Moreover, it is shown that the valence of the situation in which an NLU is made, overrides the initial valence of the NLU itself: situational context biases how people perceive utterances made by a robot, and through this, coherence between people in their affective inferences is found to increase. Finally, it is uncovered that NLUs are best not used as a replacement to natural language (as they are by R2D2), rather, people show a preference for them being used alongside natural language where they can play a supportive role by providing essential social cues.

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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.

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.