本文以整合觀點為基礎，以文獻分析法探討過去情緒勞務此一研究領域的研究成果和類型，及在人力資源管理措施上的關係。研究結果發現，情緒勞務工作者的定義雖為與顧客接觸的員工、組織邊緣者及其他高情緒負荷工作者三類，但過去研究多以第一類為實證對象，較缺乏對其他情緒勞務工作類型工作者做探討；此外，組織對情緒勞務工作者較重視其外在肢體表現與聲音符合顧客期待，即所謂前台展示的情緒規則，而人力資源方案亦較重視對外部顧客情緒工作者的支持。本研究發現，過去情緒勞務相關研究，在研究方法上，主要可分為兩類取向，一是以觀察、訪談等質性方式，來了解受測者自身對情緒勞務的知覺或研究者發展情緒勞務工作內涵之構面；另一類則以計量的方法來建立或驗證情緒勞務的前因、構面和結果。過去以情緒勞務為主題之研究已累積不少成果，並加入不同理論觀點來增強理論解釋力，例如自我監控理論、社會支持理論、社會認知理論、心理契約理論等等。本研究歸納整理過去研究，提出情緒勞務研究之整合性觀念架構，並提出未來研究方向之建議。例如：展現負面高情緒勞務工作者之情緒規則與人資措施、情緒規則在突發狀況下之應變、情緒勞務工作者服務失敗之服務補救、不同接觸方式工作者之情緒差異與人資措施等。

The study based on Meta-Analysis methodology, which used literature review and content analysis method. The study discovered past outcomes and stereotypes in the field of emotional labor. First, although the definition of emotional labor employees includes three types, employees who encounters with customers, organizational boundary-spanning workers, and other high-emotional-load workers, most of studies focused on the first emotional labor type. Besides, organization emphases on rules building of emotional labors’ body and voice display, in order to satisfy consumers’ expectation. And so does the HRM practices, which put much concern on the support of on-stage employees. Second, the study found there were two approaches most used in emotional labor researches, one is qualitative ways to understand emotional workers personal perception and develop emotional labor job dimensions, such as observation and deeply interviews. The other approach were quantitative methods, aims to build or verify the model of antecedents, dimensions, and consequences of emotional labor. In conclusions, it has accumulated a lot of theories in emotional labor field, different theoretical perspective were added to improve the comprehension, such as self-monitoring, social support, social cognitive, and psychological contract theories. The study aims to initiate an integrated framework of past researches, and suggest future research orientation.