5Hochschild A. The Managed Heart: Commercialization of Human Feeling [ M]. Berkeley: University of California Press, 1983.
6Hoehschild A. Emotion Work, Feeling Rules, and Social Structure[J]. American Journal of Sociology, 1979,85 (3): 551,561.
7S Bolton, C Boyd. Trolley Dolly or Skilled Emotion Man- ager. Moving on from Hochschild ' s Managed Heart EJ - Work, Employment and Society, 2 0 0 3, 17 ( 2 ) : 2 9 2,2 9 7 --299.
8Lisa H P, Katherine R X. Down and Out: An investiga tion of the Relationship between Mood and Employee With- drawal Behavior[J]. Journal of Management, 1999, 25 (6):878.
9Goleman D. Emotional Intelligence[M]. New York Ban- tam Books, 19 9 5.
10Mayer J D, Salovey P. What is emotional intelligence [M]//P Salovey, D Sluyter. Emotional Development and Emotional Intelligence: Implications for Educators. New York., Basic Books, 19 9 7.