隨著大環境競爭日益激烈，而年輕人的薪資卻沒有明顯增加，本研究從服務業員工的情感表達來探討他們的員工個人薪資報酬，只要員工能有著良好的情感表達能力，即使是身處在這競爭激烈下的大環境他們的薪資報酬也是能有良好提升，且員工本身也更具備競爭力。

本研究以大台北地區的服務業為研究範圍，來探討員工的人格特質、情緒經驗、人際關係、服務環境與教育訓練是否會對員工的薪資報酬產生影響，而這些影響是正面的亦或者是負面的。

經過假說驗證之後，當服務業員工的人格特質是外向型、嚴謹型時，他們的薪資報酬會較優渥，而當人格特質為情緒不穩定型時，則他們的薪資報酬會較差;而員工處於正向情緒經驗的薪資報酬也會比負向情緒報酬來的高;此外，當服務業員工所處的服務環境與人際關係良好時也會有比較高的薪資報酬;而員工對企業所提供的教育訓練持正向的情感也會比對教育訓練持負向情感的員工的所得還要來的優渥。因此，員工的人格特質、情緒經驗、人際關係、服務環境、教育訓練確實會影響員工的薪資報酬。

With an increasingly competitive environment, the salaries of young people has not increased significantly, the study of emotional expression starting from service workers to discuss their individual employees salary, as long as employees have a good ability to express emotion, even living In this competitive environment.Their reward is to have a good salary increase, and the employees themselves more competitive.

In this study, the greater Taipei area services for the study, to explore the employee personality traits, emotional experience, relationships, environment and education and training service whether it will impact on staff salaries paid or not.These effects are not only positive but also negative.

Through hypothesis examining,when service workers personality traits are export-oriented, rigorous type, they would be more generous salaries paid. When the personality is emotionally unstable, they will be paid with a poor salary; and the staff with a positive emotional experience will have a higher salary paid compensation than with a negative mood; in addition, when the service workers and service environment with a good relationships will have relatively high salaries paid; and staff with the generous emotions of the enterprise provided Education and Training will hold positive feelings than negative income support. 
Therefore, the staff’s personality traits, emotional experience, relationships, service environment, education and training does affect employees' salaries paid.

目錄
謝  辭………………………………………………………………………………….I
目錄…………………………………………………………………………………...V
表目錄………………………………………………………………………………..VI
圖目錄……………………………………………………………………………...VIII

第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的3
第三節 研究問題4
第四節 研究架構5
第二章 文獻6
第一節 人格特質9
第二節 員工的情緒經驗14
第三節 員工人際關係17
第四節 員工服務環境21
第五節 員工教育訓練23
第六節 台灣服務業26
第七節 變數交互關係28
第三章 研究方法32
第一節 研究假說32
第二節 變數操作性定義及衡量36
第三節 研究設計42
第四節 研究統計方法42
第四章 資料分析與研究結果47
第五章 結論與建議62
第一節 結論62
第二節 建議64
第三節 研究限制68
參考文獻69


表目錄
表2-1 人格特質文獻回顧13
表2-2 情緒經驗文獻回顧16
表2-3 人際關係文獻整理20
表2-4 服務環境變數文獻回顧22
表2-5 員工教育訓練之文獻整理25
表2-6  2011中華民國行業標準分類表27
表2-7  2015天下雜誌服務業調查前10名28
表3-1 人格特質的操作性定義與衡量36
表3-1 人格特質之操作性定義與衡量(續)37
表3-2 員工情緒經驗之操作性定義、衡量構面與問項38
表3-3 員工人際關係之操作性定義、衡量構面與問項39
表3-4 員工的服務環境之操作性定義、衡量構面與問項40
表3-5 員工教育訓練之操作性定義、衡量構面與問項41
表3-6 信度 Cronbach α 45
表3-7 問卷之因素分析46
表4-1 敘述統計分析48
表4-2敘述統計分析(續)49
表4-3 正式問卷之信度分析50
表4-4 正式問卷之因素分析51
表4-5 人格特質、正、負向情緒經驗、員工人際關係、服務環境、教育訓練對員工薪酬之影響變異數分析52
表4-6 五大人格特質類型對員工薪酬之影響變異數分析52
表4-7 正、負向情緒經驗對員工薪酬之影響變異數分析53
表4-8 迴歸總表54
表4-9 相關係數矩陣56
表4-10 五大人格特質相關係數矩陣57
表4-11 五大人格特質相關係數矩陣(續)58
表4-12 假設預期與實際結果比較60
表4-13假設預期與實際結果比較(續)61


圖目錄
圖1-1 研究架構圖05
圖3-1 研究假說圖35

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