| Summary: | 碩士 === 國立彰化師範大學 === 復健諮商研究所 === 96 === Abstract
As service sector has increasing importance in current industrial development, business institutions have put unprecedented emphasis to “attentive attitude” in terms of employee management and training; therefore set codes of conducts for employees. However, when codes of conducts conflict with employees’ internal emotions, emotional dissonance can result in emotional exhaustion and hamper employees’ working performance. Such emotional challenge also applies to physically or mentally disabled workers.
According to past studies, adjustment carried in work can create positive outcome of emotional exhaustion driven from emotional dissonance. This study investigates service sector employees, exploring the effects when emotional deviance, surface acting and deep acting come into play in emotional dissonance and emotional exhaustion.
This study concludes that deep acting can result in a negative effect on emotional exhaustion while emotional deviance has reversing influence. Both the deep acting and the emotional deviance can used to neutralize the emotional dissonance and emotional exhaustion. It’s suggested that business institutions guide their employees to apply emotional deviance instead of deep acting as a strategy to avoid the happening of emotional dissonance.
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