本研究旨在瞭解服務人員之情緒勞動、組織認同和工作倦怠關聯性，以及透過組織認同的中介，是否會對情緒勞動與工作倦怠之間產生影響。以台灣地區的批發、零售業之服務人員為研究對象，以便利抽樣方式進行，總共發出問卷510份，總回收502份，總回收率98.4%，其中扣除答題不完整與無效之問卷100份，有效問卷共402份，有效總回收率為80.1%。經敘述性統計分析、信度分析、因素分析、獨立樣本T檢定、單因子變異數分析、相關分析、階層式迴歸進行分析，根據研究結果得到以下發現：
一、服務人員之情緒勞動對組織認同有顯著負向關聯性。
二、服務人員之情緒勞動對工作倦怠有顯著正向關聯性。
三、服務人員之組織認同對工作倦怠有顯著負向關聯性。
四、服務人員之組織認同在情緒勞動及工作倦怠間具有中介效果。
五、服務人員之人口變項在情緒勞動、組織認同與工作倦怠有顯著差異。
This research aims to explore the relationship among emotional Labor, organizational Identification and burnout of the service employees. The mediator effect of organizational identification on the relationship between emotional labor and burnout was also examined. This study adopted convenience sampling. This study targeted service employees of wholesale and retail trade in Taiwan. This study adopted convenience sampling. The questionnaires were distributed and 510 copies, and 502 copies of questionnaires, the recovery rate was 98.4%, net of invalid questionnaires were 100 copies, 402 copies of the actual valid questionnaires, the effective rate of 80.1%. Effective sample descriptive statistics, reliability analysis, factor analysis, one-sample T test, one-way ANOVA, correlation analysis and hierarchical regression analysis. According to the research results are the following findings:
1. Service Employees Emotional Labor had negative relationships on Organizational Identification.
2. Service Employees Emotional Labor had positive relationships on Burnout.
3. Service Employees Organizational Identification had negative relationships on Burnout.
4. Service Employees Organizational Identification partially mediating the relationship between Emotional Labor and Burnout.
5. Service Employees demographic variables had significant difference in Emotional Labor, Organizational Identification and Burnout.
