餐飲業第一線服務人員一直以來都是需要直接與顧客接觸的工作，然而屬於服務性質的餐飲業面對顧客，都必須拿出最熱情、最正面的笑容及態度，員工長久以來難免會產生情緒的耗竭以及情緒勞務，進而影響到員工工作的態度、滿意程度。在之前研究中發現，員工對工作的滿意度降低，對於組織的認同與投入相對也會跟著下降，本研究想了解情緒勞務是否會透過工作滿意度之中介效果，影響組織承諾。本研究使用問卷調查法，共收回273份問卷，剔除回答不完整及不符合樣本設定之問卷後，共208份有效樣本進行分析。本研究使用SPSS 22.0統計套裝軟體進行數據的分析，結果發現，餐飲業第一線人員之工作滿意度會對情緒勞務與組織承諾之間產生部分中介效果。

The frontline staff of the catering industry has always been in direct contact with customers, but with the nature of the catering industry to serve customers directly, the staff must act with the most enthusiastic smile and positive attitude. In the long term, the staff will inevitably have emotional exhaustion and emotional labor and in turn affect the attitude and satisfaction towards the job. In the previous studies, it was found that when the satisfaction of the staff reduces, a diminution in the recognition and input of the organization will follow as well. The study aims to confirm if the emotional labor will affect the organizational commitment through the intermediary effect of job satisfaction. The study was conducted using Questionnaire Survey. A total of 273 questionnaires were collected. Excluding those that were incomplete or did not meet the requirements, an effective sample size of 208 was analyzed. The study was analyzed using SPSS version 22.0. It was found that the staff in the front line of catering industry Job Satisfaction in the emotional Labor and Organizational Commitment between the existence of partly mediating effect.

王志宏、駱香妃、鄧秀玉、林姿宛。(2012)。餐旅產業第一線員工情緒勞務、工作倦怠與工作滿意度之研究。餐旅暨觀光學刊，9(3)，151-170。
朱正一。(2013)。探討醫學中心護理人員情緒勞務對工作滿意度與
工作倦怠之影響。臺灣公共衛生雜誌。 32(3), 266-278。
沈重宗。(2011)。以情緒勞務為干擾變項探討解說志工參與動機對工 作滿意度之影響。休閒保健，6，1-11。
李長貴、戚樹誠。(1995）。員工參與、個體成熟度與工作態度之關係
研究。人力資源學報，5 ，77-92。
李春長、沈姵君。(2007)。組織結構、員工工作滿意度與組織承諾對工作績效之影響－以不動產經紀人員為例。台灣土地研究，11(1)，65-103。
吳宗祐、鄭伯壎。(2006)。難應付客戶頻次＼知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係－“資源保存理論”的觀點。管理學報，23(5)，581-599。
胡衛鵬、時勘。(2004)。組織承諾研究的進展及展望。心理科學進展，1，103-110。
陳璿如、王淑清。(2016)。居家托育服務人員情緒勞務與工作滿意度
之相關研究。幼兒教保研究期刊，17，1-21。
陳棟樑、余思瑩、吳純萱。(2017)。119 派遣員情緒勞務、工作滿意
度及工作倦怠之研究。管理資訊計算，6 (3 )，176-185 。
許順旺、李湘玲。(2012)。航空地勤服務人員情緒勞務與工作態度
之相關研究-以工作倦怠為中介變相。輔仁民生學誌，18(2)，1-26。
張肅婷、蔡錫濤。(2007)。醫療業主管領導型態與員工工作滿意度、組織承諾及其工作績效關係模式之研究以線性結構方程模式（SEM）分析法之應用。弘光學報 ，51， 177-193。
黃先鋒、廖敏齡、周澤民。(2005)。工作輪調、工作滿足舆組織承諾相關性之實證研究。人力資源管理學報，5(4)，107-129。
葉佳綺、黃能堂。(2012) 。銀行櫃員工作特性、情緒勞務與工作滿
足對組織承諾影響之研究。就業與勞動關係季刊，2(3)，358-387。
廖述賢、胡大謙、鐘慧瑩。(2008)。國際觀光旅館主管與部屬關係、工作滿足與組織承諾關聯性之研究。人力資源管理學報，8(1)，1-23。
賴苡汝、廖梨伶、 謝藍琪、 李貞慧。(2014)。台灣營養師工作壓力、工作滿意度、職業倦怠和離職傾向之現況與相關性。台灣公共衛生雜誌 ，33(6)，609-619。
Ashforth, B. E. and Humphrey, R.H. (1993).Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18 (1), 88-115.
Alexander, J. A., Liechtenstein, R. O., & Hellmann, E. (1998). A causal
model of voluntary turnover among nursing personnel in long term
psychiatric setting. Research in Nursing and Health, 21, 415-427.
Ajibade ,S.O. and Ayinla,N. K. (2014).Investigating the Effect of
Training on Employees’ Commitment: An Empirical Study of a
Discount House in Nigeria.Megatrend Review, 11, (3), 7-18.
Abu-Shamaa, R., Al-Rabayah, W. A.,Khasawneh, R. T.(2015). The Effect of Job Satisfaction and Work Engagement on Organizational Commitment. IUP Journal of Organizational Behavior . 14
( 4) ,7-27.
Becker, H. S. (1960). Notes on the Concept of Commitment. American Journal of Sociology 66(1), 32-40.
Bowen, D. E., Siehl, C., & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14, 75–95.
Brotheridge, C.M & Lee, R. T.(2003). Development and validation of the Emotional Labour Scale. Journal of Occupational & Organizational sychology. 76 (3),365-379.
Buitendach, J.H., & Rothmann, S. (2009).The validation of the Minnesota Job Satisfaction Questionnaire in selected organizations in South Africa. SA Journal of Human ResourceManagement/ SA Tydskrif vir Menslikehulpbronbestuur,7(1)1-8.
 
Bhattacharya,A.(2011). Predictability of Job-Satisfaction: An Analysis from Age Perspective.The Indian Journal of Industrial Relations, 46( 3) ,498-509.
Buky Folami, L., Asare, K.;,Kwesiga, E., Bline, D.(2014). The Impact of Job Satisfaction and Organizational Context variables on Organizational Commitment. International Journal of Business & Public Administration. 11 ( 1), 1-18.
Bailey, A.A., Albassami, F.and Al-Meshal, S.(2016). The roles of employee job satisfaction and organizational commitment in the internal marketing-employee bank identification relationship. International Journal of Bank Marketing. 34 (6), 821-840.
Cote, S., & Morgan, L. M. (2002). A longitudinal analysis of the association between emotion, regulation,job satisfaction, and intention to quit. Journal of Organizational Behavior, 23(8), 947–962.
Chao-Chan ,W .and Na-Ting, L. (2014).Perceived Organizational Support, Organizational Commitment and Service-Oriented Organizational Citizenship Behaviors. International Journal of Business and Information. 9,61-88.
Cho , Y.N., Rutherford ,B.N. & Park, J.K.(2013).The impact of emotional labor in a retail environment. Journal of Business Research .66 ,670–677.
Cho,Y.N.,Rutherford,B.N., Friend,S.B.,Alexander Hamwi,G. & Park, J.K.(2017).The Role of Emotions on Frontline Employee Turnover Intentions. Journal of Marketing Theory & Practice. 25 ( 1), 57-68.
Duke, A. B.,Goodman, J.M., Treadway, D. C..& Breland, J.W.(2009). Perceived Organizational Support as a Moderator of Emotional Labor/ Outcomes Relationships. Journal of Applied Social Psychology.39 (5), 1013-1034.
Ekşi, F. Dilmaç, B.,Yaman, E.& Hamarta, E.(2015).The Predictive Relationships between the Values of University Employees, Mobbing, and Organizational Commitment. Turkish Journal of Business Ethics. 8 ( 2), 311-322.
Grusky, O.(1966). Career Mobility and Organzational Commitment.
Administrative Science Quarterly,10,(4) , 488-503.
Grandey, A. A. (2003),When 'the show must go on': Surface acting and
deep acting asdeterminants of emotional exhaustion and peer-rated
service delivery", Academy of Management Journal, 46 (1), 86-96.
Grimshaw D., Earnshaw, J., and Hebson, G. (2003). Private sector provisionof supply teachers: A case of legal swings and professional roundabouts, Journalof Education Policy, 18 (3). 267–288.
Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. The American Journal of Sociology, 85(3), 551–575.
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press.
Hobfoll, S.E.(1989). Conservation of resources. A new attempt at conceptualizing stress. Am Psychol.44(3),513-24.
Heskett,J.L., Jones,T.O., Loveman,G.W.,Sasser,E.W, &Schlesinger,L.A.(1994). Putting the Service-Profit Chain to Work. Harvard Business Review.72(2)165-170.
Hur, W.M., Hun, S.J. ,Yoo, J. J., & Moon, T.W.(2015). The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes. Management Decision
.53 (3), 605-624.

 
Hsieh,C.W.,Hsieh,J.Y. &Huang,I.Y.F.(2016). Self-efficacy as a Mediator and Moderator Between Emotional Labor and Job Satisfaction: A Case Study of Public Service Employees in Taiwan.Public Performance & Management Review, 0, 1–27.
Irigüler, F., & Güler, M., E.(2016). Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels? Journal of Yasar University, 11(42), 113-123.
Jha, J.K.and Pandey, J.(2015). Linking Ethical Positions and
Organizational Commitment:The Mediating Role of Job Satisfaction. South Asian Journal of Management,22(4),63-84.
Kanwar,Y.P.S.,Singh,A.K., & Kodwani,A.D. (2012). A Study of Job Satisfaction, Organizational Commitment and Turnover Intent among the IT and ITES Sector Employees. Vision-The Journal of Business Perspective. 16(1),27-35.
Locke, E. A. (1976). The nature and causes of job satisfaction. In M.D. Dunnette (Ed.), Handbook of industrial and organizational psychology .1,1297–1394.
Lu,C.J., Shih,Y.Y., Chen,Y.L. (2013).Effects of Emotional Labor and Job Satisfaction on Organizational Citizenship Behaviors: A Case Study on Business Hotel Chains. The International Journal of Organizational Innovation. 5(4).165-176.
Leite,N.R.P., Rodrigues,A.C.A. and Albuquerque,L.G.(2014). Organizational Commitment and Job Satisfaction: What Are the Potential Relationships? Brazilian Administration Review,11(4), 476-495.
Mowday,R.T.,Steers,R.M.&Porter,L.W.(1979). The measurement of organizational commitment. Journal of Vocational Behavior,
14( 2), 224-247.
 
Meyer J. P., Allen N. J. (1991).A three-component conceptualization of organizational commitment. Human Resources Management Review, 1(1), 61-89.
Meyer, J. P., Allen, N. J., & Smith, C. A.(1993). Commitment to
organizations and occupations: Extension and test of a three
component conceptualization. Journal of Applied Psychology, 78,
(4), 538-552.
Mahoney ,K.T., Buboltz ,W.C., Buckner ,J.E. & Doverspike ,D.(2011). Emotional labor in American professors. Journal of Occupational Health Psychology. 16( 4), 406–423.
Mehra,R.(2015). Emotional labour as a predictor of organizational commitment in selected call centres located in chandigarh region. International Journal of Research in Commerce & Management.6 (11),54-58.
Neerpal,R., Deepti,B.& Sushanta,K.M.(2013). Effect of Emotional Labor on Emotional Exhaustion and Work Attitudes among Hospitality Employees in India. Journal of Human Resources in Hospitality & Tourism. 12,273–290.
Porter, L. W., Steers, R. M., Mowday, R. T., & Boulian, P. V. (1974). Organizational Commitment, Job Satisfaction, and Turnover among Psychiatric Technicians. Journal of Applied Psychology, 59, 603-609.
Porter. L. W., Crampon. W. J.. & Smith, F. J. (1976). Organizational commitment and managerial turnover: A longitudinal study. Organizational Behavior and Human Performance, 15, 87-98.
Pandey,N. & Sharma,M.K.(2016).The Impact of Emotional Intelligence on Job Satisfaction: Evidence from a Large Indian Bank. IUP Journal of Soft Skills . 10 (3),7-23.

Steers,R.M.(1977). Antecedents and Outcomes of Organizational Commitment.Administrative Science Quarterly .22(1), 46-56.Stone & Sobel(1990).The robustness of estimates of total indirect effects in covariance structure models estimated by maximum. Psychometrika.
55(2),337–352.
Schaubroeck, J., & Jones, J. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms.Journal of Organizational Behavior, 21, 163–183.
Seymour,D.(2000). Emotional labour: a comparison between fast food and traditional service work. Inernational Journal of Hospitality Management ,19, 159-171.
Shooshtarian, Z, Ameli, F &Aminilar,M.(2013). The Effect of Labor's Emotional Intelligence on Their Job Satisfaction, Job Performance and Commitment. Iranian Journal of Management Studies .6(1), 29-45.
Shalini,S.(2013). Job Satisfaction and Organizational Commitment Relationship: Effect of Personality Variables. Vision , 17 ( 2), 159-167.
Shanker,M. & Bin Sayeed,O. (2015). Organizational Commitment: Some Linkages with Emotional Intelligence. Indian Journal of Industrial Relations. 51 (2), 312-326.
Sawitri,D.,Suswati, E. &Huda, K.(2016). The Impact of Job Satisfaction, Organization Commitment, Organization Citizenship Behavior (OCB) on Employees’ Performance.International Journal of Organizational Innovation. 9 (2), 24-45.
Shaju M. & Subhashini D.(2017). A Study on the Impact of Job
Satisfaction on Job Performance of Employees Working in
Automobile Industry. Journal of Management Research.17( 2) , 74 – 83.
Tett,R.P. & Meyer,J.P. (1993). Job satisfaction, organizational commitment, turnover intention, and turnover: path analyses based on metaanalytic findings. Personnel Psychology,46(2),259-293.
Testa,M.K.(2001). Organizational Commitment,Job Satisfaction, and Effort in the Service Environment. The Journal of Psychology, . 235(2), 226-236.
Thatcher,J.B., Stepina,L.P. & Boyle,R.J. (2002). Turnover of Information Technology Workers: Examining Empirically the Influence of Attitudes, Job Characteristics, and External Markets. Journal of Management Information Systems. 19(3). 231-261.
Tsukamoto, E., Abe ,T. and Ono, M .(2015). Inverse roles of emotional labour on health and job satisfactionamong long-term care workers in Japan. Psychology, Health & Medicine .20, (7),814–823.
Wiener,Y.(1982). Commitment in Organizations: A Normative View.
The Academy of Management Review.7( 3) , 418-428.
Wang ,W. ,Huang ,S. , Yig, H. and Ke, Z.(2018). Employees' emotional labor and emotional exhaustion: Trust and gender as moderators. Social Behavior and Personality .46(5):733-748.
Yang, J.T.(2008). Effect of newcomer socialisation on organizational commitment, job satisfaction, and turnover intention in the hotel industry. The Service Industries Journal. 28(4). 429–443.
You,C.S., Huang,C.C. ,Wang,H.B.,,Liu, K.N.Lin,C.H., Tseng,J.S.(2013). The Relationship between Corporate Social Responsibility, Job Satisfaction, and Organizational Commitment.International Journal of Organizational Innovation. 5 (4), 65-77.
Yang, S.B. and Guy, M. E.(2015). Gender Effects on Emotional Labor in Seoul Metropolitan Area. Public Personnel Management. 44 (1) ,3-24.
Zakieh, S., Fatemeh, A.& Mahmood, A.(2013). The Effect of Labor's Emotional Intelligence on Their Job Satisfaction, Job Performance and Commitment. Iranian Journal of Management Studies (IJMS).6(1),29-45.