本研究探討服務業藉由人力資源措施影響員工對組織的認同，進而帶動員工在工作上的情感表現及提升工作滿意度。透過問卷調查北中南各地區餐飲業共17家餐廳之一線服務員工，有效問卷共192份，結果顯示人力資源措施確實能夠提升員工的組織認同，並且對組織有高度認同者越能傾向以深層表現提供顧客服務，反之低度認同者僅能以虛假的淺層表現於工作上；組織認同對員工的工作滿意度亦有顯著影響力。加入知覺主管支持為組織認同及情緒勞務的淺層表現、深層表現、一線員工工作滿意度之調節變項時，僅對降低員工淺層表現有顯著影響，對提升深層表現及工作滿意度則無顯著效果。

Academic research has rarely investigated the factors impact on the front-line employee (FLSE) in the service sector. Results are based on 192 FLSE in Taiwan. This article examined that FLSE build the organizational identification with the HR practice and those who are influenced by organizational identification tend to serve the customers with deep acting and are satisfied with their work. When the FLSEs have lower identification with the company, they will try to hide the real emotion and to serve the customer with surface acting. The results also indicate that the perceived supervisory support significantly decline the relationship between surface acting and organizational identification. This article concludes with a discussion, implication for practice and suggestions for the future work.

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