第一線服務人員與顧客接觸時，往往必須在工作中表現特定的情緒，進行所謂的情緒勞動。本研究主要目的是探討工作者進行情緒勞動時，其情緒勞動方式（表層偽裝與深層偽裝）的影響因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化、個人成就感，以及人際關係品質）間的關係，了解服務人員「組織承諾」與「情緒覺察」之高低是否與其在情緒勞動方式的使用程度有所關連；亦探討情緒勞動方式的使用程度與工作倦怠三構面、人際關係品質問是否有不同的關連。本研究以223位銀行行員為對象，採用問卷調查（自我評量與他人評量）的方式，進行假設之驗證。 研究結果發現組織承諾、情緒覺察與表層偽裝皆無顯著的關連性，而深層偽裝與組織承諾、情緒覺察間則呈現顯著的正相關。另一方面則發現表層偽裝僅與個人成就感則呈正相關，與情緒耗竭、去人性化無顯著的相關，此結果並未支持預期的假設；然而深層偽裝與情緒耗竭、去人性化呈現負相關，而與個人成就感呈現正相關，則部分支持假設;最後發現人際關係品質與兩種情緒勞動方式無關，並未支持假設。 最後針對研究發現進行分析討論，並提出研究建議，以供未來相關研究與工商企業的應用參考。 關鍵字：情緒勞動、表層偽裝、深層偽裝、組織承諾、情緒覺察、工作倦怠。 / When front-line service employees confronted with customers, they have to exhibit particular affective displays, so-called emotional labor. Regarding emotional labor, the purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences.(i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). Specifically, the study examined the relationships between two ways of acting with organization commitment and emotion awareness. Moreover, the relationships between two ways of acting with emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship were examined. To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Finally, neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. Implications for future research and service work were also discussed at the end. Key word : emotional labor, surface acting, deep acting, organization commitment, emotion awareness, emotional exhaustion, depersonalization, and personal accomplishment

組織承諾在組織行為學上，一直是常受討論的議題，除了有助於提昇成員對組織的認同與投入外，其應用在近代盛行的組織變革上，更是有其特殊之價值。唯一般研究多只拘泥於有限變數的「因果模式」討論上，其優點固然可對提昇或降低組織承諾因素之考量有所助益，並可針對不同組織的生態環境，作妥善的考量，但對於組織承諾影響因素在整合上顯然不足，且影響組織承諾之因素範圍廣泛，僅採單一取向或可能因素之探討方式，不但不態盡窺組織之完整鳳貌，同時亦無法適時提供組織管理之參考運用，實有必要統整探討之。職是之故，本文擬藉由組織發展理論中「團隊建立」的干預技術，來對上述不足之處，提出一套理論性建構。 由於團隊本身即是一個很鬆散且富彈性的概念，故運用上大抵上也呈現這般態勢。職是，在與組織承諾作連結的探討上，本文分由以下三個部分來進行： 首先，在組織承諾與團隊建立共通性的討論上，本文一開始從組織承諾相關文獻中，擷取了個人知覺與領導型態兩類變項來作為本文前半部的研究焦點，試圖探討上述兩類變項在團隊建立上的角色地位。 其次，則針對個人知覺、領導型態與團隊建立三者的關係作交互檢視，並探討個人知覺、領導型與團隊建立因果關係為何，以及三者間如何互動與整合等問題。透過針團隊重要因子的確立，希望可以導出一個較具全觀性的團隊建立模式及其對提昇組織承諾的實益與作法。 最後，由於本文研究對象係界定在「公部門」，故在討論提昇組織承諾的過程中，打算直接從實務上政府行政革新的作法與困境來切入討論，以檢視出提昇組織承諾與政府改革的緊密性程度，當中本文採取提昇組織承諾過程中的三項重要因子－－個人、領導與團隊，來針對行政改革的困境作反省。 綜言之，在未來強調競爭力的趨勢下，「人」將在再度成為關鍵的議題。無疑地，組織成敗將逐淅繁於每個人角色的扮演上，其間含括了身為一個部屬應如何表現？身為領導者，應如何與部屬或外界互動？以及組織成員對工作目標的涉入與承諾程度。緣此，本文即嘗試由團隊建立的運作與精神，來克服行政機關中普遍面臨的問題－－組織承諾低迷的現象。本文研究結果發現，由於組織承諾與團隊建立在個人價值、心智建構與互動學習上存在著在共同特質與相互影響性，故透過團隊氣氛的培養，實為提昇組織承諾的最佳參考途徑之一。

本研究旨在探討學校設施品質與教育成果之關係，以臺灣區公立普通高級中學共計127所學校為研究對象，並依各縣（市）行政區的國立和縣（市）立校數比例，分層抽取74所學校作為研究樣本。 本研究的自變項為學校設施品質。依變項為教育成果，包括教師態度、教師異動行為、學生態度、學生偏差行為和學生學業成就。控制變項為學生基礎學力和社經地位。為蒐集相關資料，本研究自編「學校設施品質與師生態度問卷」，以教師為問卷填答對象，總共發出問卷888份，回收772份，回收率為86.94%。另編製「教師異動情形、學生家庭經濟狀況及學生紀律行為調查表」，以校長為調查對象，總共發出調查表74份，回收67份，回收率為90.54%。學生學業成就係以各校參加大考中心辦理之學科能力測驗平均成績的原始級分，轉換為20級參照等級作為代表。 本研究主要目的在了解臺灣區公立普通高級中學學校設施品質現況，以及學校設施品質與教師組織承諾、教師異動行為、學生學習態度、學生偏差行為和學生學業成就的關係，並試圖建立學校設施品質與教育成果關係模式。研究者使用SPSS for Windows 18.0版和LISREL 8.52版，進行描述性統計、相關分析、變異數分析和因果路徑分析等統計分析，獲得結論如下： 一、臺灣區公立普通高中的學校設施品質屬於中高程度，校際之間有落差。 二、「學校類型」、「學校轄屬」、「學生性別偏向」、「學校規模」和「學校密度」等背景變項，對於學校設施品質有所影響。「學校密度」最能反映學校設施品質。 三、學校設施品質與教師的組織承諾呈中度正相關。「舒適的教室環境」、「充足的E化設備」和「完善的建築機能」等學校設施品質因素能有效預測教師的組織承諾。 四、學校設施品質與學生的學習態度呈中度正相關。「舒適的教室環境」、「良好的設施維護」和「完善的建築機能」等學校設施品質因素，能有效預測學生的學習態度。 五、學校設施品質與學生偏差行為呈低度負相關。學校在「完善的建築機能」表現愈好，學生偏差行為就愈少。 六、學校設施品質與學生學業成就呈低度正相關，「多元的學習空間」能有效預測學生學業成就。 七、在學生學業成就上，學校設施品質對於基礎學力低的學校比基礎學力高者，有更大的正面影響力。 八、學校設施品質對於學生學業成就的影響來自間接效果，由「教師態度」、「學生態度」和「學生偏差行為」扮演中介的角色。 九、學校設施品質與教育成果關係的實證模式經驗證確立，學校背景變項影響學校設施品質，學校設施品質直接影響教師態度和學生態度，並以間接方式影響學生行為和學生學業成就。 最後，依據研究結論提出建議，供作學校設施規劃設計、教育決策者政策制定及未來研究之參考。 / The purpose of this study was to explore the relationship between the quality of school facilities and educational outcomes. The quality of school facilities is measured using five elements, viz. comfortable classroom, facilities maintenance, IT equipment, multiple learning spaces, and architecture functions. The population of this study was 127 public senior high schools in Taiwan, and 74 schools in the population was stratified chosen as samples. Six major data components were used to complete this study. The first component is the quality of school facilities, the second component is the attitude of the teachers, and the third component is the attitude of the students. To obtain this information, 888 teachers were invited to complete the Assessment of School Facilities Quality and the Attitude of Teachers and Students Questionnaire, where 772 questionnaires were returned. The return rate was 86.94%. The fourth and the fifth components are the turnover rate of the teachers and demerit rate of the students of each school which were obtained from principle survey. The sixth component is the score rank from the General Scholastic Ability Test for each senior high school in Taiwan. A series of statistical methods such as descriptive statistics, Pearson product-moment correlation, ANOVA, multiple regression analysis, and structural equation model, were conducted to analyze the collected data. It is found that school facilities quality is related to educational outcomes. Students performed better in schools with good quality of school facilities. The conclusions of this study can be illustrated as followed: 1. The averaged quality of school facilities is moderate-high level for public senior high schools in Taiwan; however the quality differences among schools do exist. 2. School context variables, viz. school type, school objection, student sex, school size, and school density will all affect the quality of school facilities. 3. Quality of school facilities is positively correlated to teacher organizational commitment, student learning attitude, and student academic achievement. Nonetheless, quality of school facilities is negatively correlated to student rule-violating behavior and teacher turnover rate, whereas the latter is not significant. 4. In terms of student academic achievement, quality of school facilities has more significant influence on schools with students having lower academic performance than those with higher academic performance. 5. Quality of school facilities directly affects teacher organizational commitment and student learning attitude. Meanwhile, quality of school facilities indirectly affects student academic achievement and student rule-violating behavior. In this study, relationships between quality of school facilities and several educational outcomes were examined. Some significant results were observed and suggestions on possible adjustments were made. Hopefully these results and suggestions can be useful to school planners and related government officials for future reference.