摘要
情绪劳动与工作倦怠都具有一定的动态性。基于资源保存理论,本研究采用来自103位酒店一线员工的976份体验样本数据探讨了情绪劳动对工作倦怠的影响,以及约束这一过程的权变因素。结果显示:(1)员工在工作日中的表层扮演对一天工作结束时的情绪耗竭、去个性化、个人成就感降低体验有显著的正向影响;(2)员工在工作日中的深层扮演对一天工作结束时的去个性化、个人成就感降低体验有显著的负向影响;(3)客户知识显著弱化了表层扮演对情绪耗竭、去个性化、个人成就感降低的正向影响,进一步增强了深层扮演对去个性化、个人成就感降低的关系的负向影响;(4)服务绩效奖励显著弱化了表层扮演对个人成就感降低的正向影响,进一步增强了表层扮演对情绪耗竭的正向影响、深层扮演对个人成就感降低的负向影响。研究揭示了情绪劳动作用于工作倦怠的动态过程及潜在的资源补偿机制。
Emotional labor, or the management of felt and displayed emotions in workplace, is essential to many service occupations where the expression of positive emotions is expected as an important part of service delivery. Scholars have sought to understand the process of emotional labor process by focusing on two main emotion regulation strategies used by employees, namely, surface acting （i.e., suppressing one＇s felt emotions and faking required emotions） and deep acting （i.e., attempting to feel required emotions）. Although there is general support for the relationship between emotional labor and job burnout, there is some inconsistency in these findings. In line with recent calls to capture the dynamic nature of emotional labor, this study empirically explored the direct effect of emotional labor on job burnout and the moderators of the aforementioned relationship by taking a perspective of the Conservation of Resources theory （Hobfoll, 1989）. Using an experience-sampling design with a sample from 103 first-line hotel employees, the results revealed that daily surface acting bad a significantly positive effect on emotional exhaustion, depersonalization and reduced personal accomplishment at the end of workday; oppositely, daily deep acting had a significantly negative effect on depersonalization and reduced personal accomplishment at the end of workday. In addition, we also found support with the two contingent factors： customer knowledge and performance-contingent rewards, aligning with the resource compensation mechanism in Conservation of Resources theory. Specifically, customer knowledge weakened the positive effect of surface acting on emotional exhaustion, depersonalization, reduced personal accomplishment, but strengthened the negative effect of deep acting on depersonalization and reduced personal accomplishment. Similarly, performance-contingent rewards weakened the positive effect of surface acting on reduced personal accomplishment, but strengthened the positive effect of surface acting o
出处
《南开管理评论》
CSSCI
北大核心
2016年第4期147-158,共12页
Nankai Business Review
基金
国家自然科学基金项目(71372062)
湖南省教育科学"十三五"规划项目(XJK016CJG004)资助
关键词
表层扮演
深层扮演
工作倦怠
客户知识
服务绩效奖励
资源保存理论
Surface Acting
Deep Acting
Job Burnout
Customer Knowledge
Performance-Contingent Rewards
Conservation of Resources
