| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 107 === Service industry has risen in recent year and customer awareness is increasing in Taiwan. Customers require service providers to provide high-quality services. The emotional expression of the service staff is more important in the service process. And the emotion of the service staff will affect the quality of service. Service staff how to comply with the emotional expressions regulated by the organization is a major issue.
In this study, samples of service staff are from different industries. In order to reduce common method variance, there is two-wave questionnaire survey to collect data in this study, and the number of valid questionnaires is 204. After the statistical analyses, the results of the study are as follows.
1. The surface acting of the service labor has a significantly positive impact to emotional exhaustion.
2. The deep acting of the service labor has no significantly negative impact to emotional exhaustion.
3. Emotional exhaustion has a significantly positive impact to withdrawal behavior.
4. Emotional exhaustion has fully mediating effect between surface acting and withdrawal behavior.
5. Leader-member exchange (LMX) has no the moderating effect between emotional exhaustion and withdrawal behavior.
Based on the research results, there are some concrete conclusions and suggestions provided for practice and future study as references.
Keywords: Emotional labor, Emotional exhaustion, Withdrawal behavior, Leader-member exchange (LMX)
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