| Summary: | 碩士 === 中國文化大學 === 國際貿易學系碩士班 === 93 === Act of expressing socially desirable emotional is the basis for emotional labor (Ashforth and Humphrey, 1993). Customer Service Representatives (CSRs) play as key roles between organizations and customers (Bennington, Cummane, and Conn, 2000). Although CSRs are apt to experience high levels of job related stress-for example: complain from customers, work demand and monotonous work (Frenkei, Tam, Korczynski, and Shire, 1998; Winslow and Bramer, 1994), they have to display appropriate emotions. The purpose of this study is to examine the influence of emotional labor on emotional exhaustion and productivity. The data were provided by 233 CSRs and the response rate was 93.2%. The results are as follows:
1.The surface acting of emotional labor positively related to emotional exhaustion, but the deep acting did not.
2.The emotional exhaustion did not influence the productivity. This meant that emotional exhaustion did not a mediator between emotional labor and productivity.
3.Deep acting negatively influenced productivity, but surface acting did not.
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