角色認同與去人性化之關係：情緒勞動之中介角色

The Relationship between Role Identity and Depersonaliztion: The Mediating Role of Emotional Labor

林少龍(Shao-Lung Lin) ； 邵詩茹(Shin-Ru Shao)

《商管科技季刊》 10卷3期 (2009/09) Pp. 553-573

https://doi.org/10.30083/CMQ.200909.0006

摘要

本研究目的在探討角色認同、情緒勞動（淺層演出與深層演出）與去人性化之關係。本研究採用問卷調查法，以與顧客直接接觸之第一線服務人員爲研究樣本，有效回收樣本共計238份，有效回收率爲92.25%。研究結果顯示角色認同會正向影響深層演出但負向影響淺層演出，且角色認同會負向影響去人性化；淺層演出會正向影響去人性化而深層演出會負向影響去人性化，路徑分析的結果顯示角色認同會透過深層及淺層演出之中介來影響去人性化。本研究討論及發現理論與管理實務上的意涵，同時對未來研究方向提出建議。

關鍵字

角色認同 ； 情緒勞動淺層演出與深層演出 ； 去人性化

並列摘要

The study examined the relationship among role identity, emotional labor (surface acting and deep acting) and depersonalization with a sample of 238 first line employees. The results revealed that role identity influenced deep acting positively and surface acting negatively; surface acting positively but deep acting negatively affected dedepersonalization; Role identity negatively influenced depersonalization. In addition, the results of path analysis revealed deep and surface acting mediated the relationship of role identity and depersonalization. The authors discussed the implications for theory and practices, and suggestions for the further study.

並列關鍵字

Role identity ； Emotional labor surface acting and deep acting ； Depersonalization

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