本研究的主要目的在探討角色認同、情緒勞動及工作滿意度的關係。採用與顧客互動之第一線員工為研究對象；共計發放300份，回收有效問卷286份，有效回收率為94%。研究結果顯示：(1)角色認同負向影響淺層演出但正向影響深層演出；(2)淺層演出負向而深層演出正向影響工作滿意度；(3)角色認同正向影響工作滿意度。本研究討論研究發現在理論以及管理實務上之意涵，同時對於未來的研究方向提出建議。
The study examined the relationships among role identity, emotional labor and job satisfaction. Data was collected from the first line service employees. Total 286 of 300 respondents provided the effective data (94%). The result showed that: (1) Role identity influences surface acting negatively but influences deep acting positively. (2) Surface acting influences job satisfaction negatively, but deep acting affects job satisfaction positively. (3) Role identity influences job satisfaction positively. This research discusses the implications of theory and managerial practice, and suggestions for future research.
