摘要
服务业员工的情绪失范行为会降低顾客满意度,进而影响服务质量和组织绩效,甚至危害到组织的形象和声誉。然而,目前情绪劳动领域的研究主要关注员工的情绪调节行为,忽视了对情绪失范行为的研究。因此,探讨情绪失范行为的产生机制和影响因素,并提出相应的干预措施来防止情绪失范行为产生,具有非常重要的理论价值和现实意义。
Previous studies have testified that the emotional deviation of service employees is harmful to customer satisfaction,service quality,organizational performance,and even organizational reputation.However,recent researches have centered on emotional regulation and have overlooked emotional deviation and its negative consequences.Based on the theory of planned behavior,this article focuses on prediction of and intervention on emotional deviation,pointing out that the attitude to emotional deviation,perceived behavior control,and organizational emotion display rule are determinants of emotional deviation,and arguing that HRM practices,such as recruitment,organizational socialization,rewards and punishment,and performance evaluation,are presumed to be effective means of intervention on emotional deviation.
出处
《四川大学学报（哲学社会科学版）》
CSSCI
北大核心
2011年第3期75-80,共6页
Journal of Sichuan University：Philosophy and Social Science Edition
基金
国家自然科学基金项目"基于员工对人力资源管理感知的工作场所偏离行为研究"(70972107)
关键词
情绪失范行为
计划行为理论
情绪劳动
emotional deviation
theory of planned behavior
emotional labor
