四、結論
4.1 研究貢獻
現今的時空背景，快速轉換大腦情緒成為日趨重要的課題。本篇研究透過認知神經 科學的角度，提供服務業管理者一個新穎的方法，以改善情緒勞務員工產生之情緒失衡 情形。以往對於情緒失衡的改善多從大腦認知層面著手。本研究則提出以音樂作為媒介 帶動情緒，直接以情緒解決情緒問題，可望更加快速且有效。
在職場上，使用音樂做為情緒調整的工具還不普遍。此外，過去對於職場的音樂使 用研究，多著重在與工作績效間的關係，未將其與情緒勞務引發之情緒失衡做結合。因 此，本研究亦開發一個工作中使用音樂能影響的嶄新變數，以供未來研究探討。
本研究提出以員工個人喜愛的音樂達到改善情緒失衡狀態之推論，組織管理者可由 下列兩種方式進行：（一）當員工處於情緒失衡狀態，已影響工作表現態度時，鼓勵員 工透過聆聽自己喜愛的音樂，達到改善情緒失衡的效果。（二）允許並鼓勵員工在進行 情緒勞務的期間，聆聽自己喜愛的音樂；亦或蒐集在同一場所工作的員工皆能接受並有 好感的音樂，直接採取背景音樂的方式播放，以事先減低員工產生情緒失衡的可能性。
除了在職場上的運用，本研究之推論亦可應用在普羅大眾的日常生活。無論是下班 之餘，或是任何想轉換心情、放鬆壓力的時刻，挑選自己喜愛的音樂來聆聽，此舉都是 相當有益身心健康的行為。
4.2 研究限制與未來發展
本研究採用文獻回顧歸納的方式，推論出一個改善情緒失衡狀態的音樂治療策略。
實際應用的改善程度，以及大腦反應區域的變化皆還未知。往後可在大腦科學實驗室透 過腦部造影儀器，測量在情緒勞務的模擬情境下產生之情緒失衡，且藉由音樂刺激改善 後一連串的腦區變化。而在職場上實驗其實際改善程度，以及比較自主性聆聽音樂與施 放背景音樂間對於情緒失衡的改善情況，也是未來能夠進一步研究的方向。
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