情緒勒索原是Susan Forward在《情緒勒索》一書提出的概念，應用於心理治療的範疇，近年來，從家庭場域延伸到工作職場，情緒勒索發生在職場中的情形逐漸被重視，而過去研究情緒勒索相關議題大都聚焦於對員工個人的影響。本研究欲探討情緒勒索之外溢效果，並以資源保存理論觀點解釋，員工受到職場情緒勒索，其負面效益是否對顧客情緒發洩，及對員工個人之情緒耗竭情形之關係，同時亦探討心理資本與社會支持對前述之情形是否具調節效果。
本研究以問卷蒐集方式，以服務業第一線員工為服務對象，其有效樣本共309份。研究結果顯示，員工受到職場情緒勒索與對顧客做情緒發洩以及對員工自身情緒耗竭情形呈現正相關，表示員工感受情緒勒索的情況越強烈，員工對顧客發洩情緒的情形越嚴重，而員工內在的情緒耗竭也更加劇。心理資本對員工受到職場情緒勒索與對顧客情緒發洩，以及對員工自身的情緒耗竭之調節效果未獲支持。社會支持對對員工受到職場情緒勒索與對顧客情緒發洩未有調節效果，但是對社會支持對員工受到職場情緒勒索與員工個人情緒耗竭具有調節效果並呈現負相關，顯示出主管與同事給予員工的支持越多，即使當員工受到情緒勒索時也不容易感到情緒耗竭與潰堤。總結來說，職場中的情緒勒索除了會傷害員工造成個人的情緒耗竭之外，更嚴重的是，這些被情緒勒索的員工會傷害顧客、對顧客做情緒發洩作為洩憤，導致增加企業的負面印象、影響商譽，特別是服務業的組織企業絕不容忽視，在注重顧客經驗的現代社會，公司企業應多關心主管與部屬間的分工、職場關係是否融洽，當第一線的服務員工能表現正面情緒時，就能穩定地提供服務品質，則能提升顧客的滿意度與忠誠度並創造好的口碑。

The term “emotional blackmail” originated from the concept of Susan Forward’s book 《Emotional blackmail》has been applied in the field of psychotherapy. Recently, the relevant issues of emotional blackmails have been extended from family to workplace contexts, and been increasingly paid attention to workplace relatedness. Previous studies focused on the influence of emotional blackmails on individual employees. This research attempted to explore the spillover effect of emotional blackmail, and drew up the perspective of the conservation of resource theory to explain that the negative effects of emotional-blackmailed employees, including emotional venting toward customers, and research relationship with individual employees’ emotional exhaustion. As well, the moderating effects of psychological capital and social support on the main relationships are examined.
This study used research questionnaires to collect data from the frontline employees in service industry businesses and obtained 309 valid samples. The research findings indicate that the employee perceived emotional blackmail in the workplace positively associates with emotional venting toward customers and employee emotional exhaustion respectively. This result shows that when employees perceive higher emotional blackmail, the more the employees venting to their customers and the more they feel emotional exhaustion. Further, insignificant results were the moderating effect of psychological capital and social support on the relationship between employee perceived emotional blackmail and emotional venting toward customers. Nevertheless, significantly positive was the moderating effect of social support on the relationship between employee perceived emotional blackmail and employee perceived emotional exhaustion. This result presents that when employees obtain more social support (i.e. supervisor support and coworker support); they are not likely to experience emotional exhaustion even if they perceive emotional blackmail.
To sum up, workplace emotional blackmail not only abases employees and causes their individuals’ emotional exhaustion, but also these employees are likely to serve customers inappropriately by emotionally venting to their customers. Hence, it results in negative images and goodwill of the enterprises. Service industry companies cannot neglect the consequences. In modern society, most companies that attach importance on customer experiences should concern more about the task allocation between supervisors and subordinates, and the harmonious work relationships. When the first-line service employees can demonstrate positive emotions, they can perform stable service quality, they can increase the customer satisfaction and loyalty, and then they can create ideal worth of mouths.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第二章 文獻探討 5
第一節 情緒勒索 5
第二節 情緒勒索之相關研究 11
第三節 情緒發洩 16
第四節 情緒耗竭 19
第五節 調節效果-心理資本及社會支持 20
第三章 研究方法 23
第一節 研究架構及假設 23
第二節 研究對象與資料蒐集程序 25
第三節 研究變數與衡量 28
第四章 研究結果 39
第一節 各變數間的關係 39
第二節 研究假設實證分析 41
第五章 結論與建議 47
第一節 研究結果 47
第二節 研究意涵 49
第三節 研究限制與後續研究建議 50

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