服務業為滿足顧客在感官和精神上的需求，刻意營造使顧客感受被關懷和安全歡樂的氣氛與心情，致使多數服務業工作人員必須引發、控制、或壓抑個人情緒，以達成企業的經營需求。情緒工作不僅是服務業工作人員勞務的一部份，亦成為特殊的心理負擔。為探究醫療服務業工作人員的工作情緒， 本研究以嘉義地區兩家民營醫院共 279 名樣本進行研究，探討護理人員工作情緒的傾向，和引發特定工作情緒感受的因素，以協助護理人員調適其工作情緒。本研究的重要結果包括：護理人員對正面情緒的感受高於負面情緒、正面情緒以愛樂情緒的感受最強、負面情緒以焦慮情緒的感受最強、正負面情緒間呈負相關、各正面情緒間呈正相關、各負面情緒間亦呈正相關、同事對引發護理人員工作情緒最具影響力、和護理人員對工作情緒的調適存有高度需求。

　　　　　Members of the workforce in the service industry have to induce,suppress, or control their personal emotions to create specific atmospheres forcustomers. This can be categorized as emotional labor. The purposes of thisstudy were to explore the tendencies of nurses' working emotions and influentialfactors that induce specific emotions. 279 nurses at two hospitals in Chia-YiCity participated in this study. Major findings of this study include: nurseshave stronger feelings of positive emotions than negative ones, lovehappy andanxiety are the major and most strongly felt emotions in positive and negativeemotions respectively, negative correlation exists between positive and negativeemotions, positive correlations exist among positive emotions and among negativeemotions, co-workers are the most influential factor affecting nurses' emotions,and nurses show strong needs in external help for adjusting work-relatedemotions.