台灣住宿業益發蓬勃發展，帶動政府推行星級旅館的評鑑。旅館經營成功的關鍵要
素，「人」成為最主要的競爭優勢。現今台灣的旅館業漸以責任制為導向，員工必須承
擔為了競爭而持續不斷充實個人工作技能的壓力，也需要再承受超額的工作份量，如此
龐大的雙重壓力可能會無形轉嫁在員工身上，長期下來會使身心靈產生疲倦感，並且影
響到工作表現，這樣的循環會使得旅館業常常處在人員的高流動率，而造成服務品質上
的不穩定性。而過往的研究較沒有針對旅館業人員的職場上、心理上與情緒上的感受做
詳盡的探究。本研究旨在了解旅館業員工的職場靈性、心理所有權與情緒勞務之關係，
並於 2011 年 7 月份至 2011 年 10 月份針對台北市星級旅館人員進行問卷調查，採立意
抽樣的方式取得有效問卷 463份。以敘述性統計、信度分析、結構方程式模式與多元迴
歸分析法，綜合實證結果發現：(一)星級旅館服務人員的職場靈性與心理所有權之間有
顯著的關係。(二)星級旅館服務人員的心理所有權與情緒勞務之間有顯著的關係。(三)
星級旅館服務人員的心理所有權在職場靈性與情緒勞務之間有中介關係。針對研究結果
提出相關貢獻、限制和建議，提供旅館業者建議及未來研究者對相關研究的參考。

The booming of the Taiwan hospitality industry has driven the government to implement
a ‘star-rating’ standard for hotels. Hotel employees have become the key element to success
and also a competitive advantage. The hotel industry in Taiwan today is gradually moving to
being accountability-oriented, where employees must not only take on the pressure to enrich
personal skills in order to stay competitive, but also the pressure. To handle excessive
workloads. This combination of multiple pressures may at first not felt by employees, but in
the long term lead to fatigue in both body and soul, and therefore impact on work
performance. The above will creates a high turnover rate in the hotel industry and the quality
of service. As previous researches have not focused on investigating the exploration of the
workplace, psychological and emotional experience of hospitality personnel. This study
therefore aims to understand the relationship between workplace spirituality, psychological
ownership and emotional labor of people working in the hospitality industry. To achieve this,
a survey of Taipei star-rated hotel staff was conducted between July and October 2011, from
which 463 valid questionnaires were selected using purposive sampling. Descriptive statistics,
reliability analysis, structural equation models and multiple regression analysis were used to
generate a integrated empirical result showing: (a) there is a significant relationship between
workplace spirituality and emotional labor for staff in star-rated hotels, (b) there is a strong
relationship between psychological ownership and emotional labor and (c) psychological
ownership has a mediating effect between workplace spirituality and emotional labor for
star-rated hotel staff. From these results, contributions, limitations and recommendations are
provided as a reference for both hotel managers and future relevant research.