本研究探討員工鑲嵌於公部門、私部門和非營利組織之下，其組織特性以及員工的前因變數是否影響員工的情緒勞務。本研究主要透過多層次分析模型來檢驗個體層次上的變數（如自我效能、個人與組織契合度、個人與工作契合度），以及組織層次的變數（如服務氣候、顧客導向、績效文化、工作條件與人事制度僵化等），如何對於三種部門員工的情緒勞務（深層演出工作行為和表層演出工作行為）產生影響效果，並加以分析與解釋。研究結果支持部門特性的相似與相異，研究顯示組織層次隨機效果會顯著影響公部門與私部門員工的深層演出工作行為，以及私部門員工表層演出的情緒勞務行為；但是組織層次的變異無法顯著影響非營利組織員工的情緒勞務行為。而就個別變數而言，組織層次變數（如服務氣候、顧客導向、績效文化、工作條件、人事制度僵化）對公部門或私人部門員工的深層演出的情緒勞務有較顯著影響；而對非營利組織則主要來自個人層次變數（如個人與組織契合度、自我效能等）。最後本文並針對研究結果的解釋和未來的研究方向進行討論。

This study explores possible individual-level and organizational-level antecedents of emotional labor nested organizational settings across the employees of public, private and nonprofit sectors. By multilevel analysis, the antecedents include the individual-level variables such as self-efficacy, person-organization fit, person-job fit, and organizationallevel variables such as service climate, customer oriented, performance culture, work condition, and personnel red tape. This study intends to estimate how these variables influence emotional labor (surface acting and deep acting) across the employees of public, private, and nonprofit sectors. The findings reveal support for sectoral differences and similarities across three sectors. Organizational-level random effects have significant impacts on deep acting for public sector employees and private sector employees. However, organizational-level variance does not produce significant impacts on emotional labor for nonprofit sector employees. For the variables, organizational-level variables (i.e., service climate, customer orientation, performance culture, work condition, and personnel red tape) tend to yield significant influences on deep acting for public sector employees and private sector employees. The influences on surface acting for nonprofit sector employees mainly come from individual-level variables such as person-organization fit, self-efficacy, and so on. Finally, explanations for these findings and directions for future research are discussed.