【摘要】 本文以12345热线青年话务员为研究对象，揭示了数字治理场域中，政府与社会对话务员情感劳动的制度性约束。政府通过语言规范、技术监控与组织文化对其形成了内部约束，市民对快速响应、解决问题与情感体验的需求则对其构成了外部约束。话务员的复合型情感劳动由服务技巧转向调节政府与社会关系的实践，这一发现拓展了情感劳动研究的分析视角。更多还原

【Abstract】 Focusing on young call center agents at the 12345 hotline,this study reveals the institutional constraints—both governmental and societal—on agents’ emotional labor within the context of digital governance. The government imposes internal constraints through linguistic norms, technological surveillance, and organizational culture,while citizens ’ demands for rapid response, problemsolving, and emotional satisfaction create external constraints. The complex emotional labor of these agents shifts from mere service techniques to a practice of mediating the relationship between the government and society,thereby expanding the analytical perspective of emotional labor research.更多还原