情緒不只是個人感覺的一部分，對企業來說，更是可以成為商品的重要利器；而情緒勞動與工作倦怠感、工作滿足感、身體健康……等有關；員工的情緒智力也被視為企業發展競爭優勢的重要議題。所以，本研究著重探討情緒智力、工作特性、情緒勞動與情緒耗竭之間的關係，也探討組織認同感的干擾效果。本研究透過問卷的方式，調查217位從事金融服務的人員，並分析出以下結果：
1.工作特性以及情緒智力與深層偽裝有正向關係；
2.工作特性以及情緒智力與情緒耗竭有負向關係；
3.深層偽裝與情緒耗竭有負向關係；
4.組織認同感對情緒勞動與情緒耗竭之間雖然沒有產生干擾效果，但組織認同直接影響情緒耗竭，兩者間有顯著的負向關係。

Emotion is not only part of private feelings, but also commercialized commodities for enterprises. Emotional labor is related to burnout, job satisfaction, physical health and so forth. And emotional intelligence is viewed as particularly important in developing competitive advantage. Therefore, this study focuses on the relationships among emotional intelligence, job characteristics, emotional labor, and emotional exhaustion; exams the moderating effect of organizational identification. This research investigates 217 financial service people thought questionnaire. After the analysis, this study found the positive relationships between job characteristics, as well as emotional intelligence, and deep acting; negatively relationships between job characteristics, as well as emotional intelligence, and emotional exhaustion. In addition, deep acting is negatively related to emotional exhaustion. Further, organizational identification makes no moderating effect on the relationships of emotional labor and emotional exhaustion, but negatively influences emotional exhaustion significantly.

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