摘要
本研究从资源保存理论视角,把情绪智力作为一种资源,以表层扮演策略和深层扮演策略为中介变量、引入个体外在资源组织支持感为调节变量,深究情绪智力、情绪劳动策略与工作满意度的作用机理。文章对广州和深圳7家酒店的一线员工进行问卷调查,回归分析和路径分析的结果表明,两阶段被调节的中介作用揭示了酒店一线员工情绪智力对工作满意度的作用机制。深层扮演在情绪智力与工作满意度之间有部分中介作用,表层扮演不具有中介作用;组织支持感调节了表层扮演与工作满意度的负向作用、情绪智力与深层扮演和深层扮演与工作满意度的正向作用;进一步分析,组织支持感调节情绪智力经过深层扮演对工作满意度中介效应的后半路径,组织支持感调节情绪智力经过表层扮演对工作满意度中介效应的前半路径。
This research focuses on the frontline staff of China hotel industry, discusses the impact of emotional intelligence on job satis- faction and what mechanisms exist between the two variables. It has great significance to the service organization management implications. Based on the conservation of resources theory, the emotional intelligence as the independent variable, the surface acting and the deep acting strategies as the mediator variable, the job satisfaction as the dependent variable, the perceived organizational support as the moderator variable, we construct the conceptual model of the emotional intelligence on the job satisfaction. Questionnaires were distributed by 7 hotels to frontline employees working at different de- partments of the hotels and 279 valid questionnaires were analyzed. The study used Hierarchical Regression Analysis to analyze the mod- erating effect of perceived organizational support. The mediating ef- fect of surface acting and deep acting were analyzed by path analysis. The moderated mediation effect is analyzed using the path analysis of MPLUS7.0 software. Results indicate that Emotional Intelligence has a positive impact on job satisfaction; surface acting isn＇t a medi- ator between emotional intelligence and job satisfaction; deep acting was found to have partially mediate the positive relationship between emotional intelligence and job satisfaction; perceived organizational support moderated the negative relationship between surface acting and job satisfaction and the positive relationship between emotional intelligence and deep acting and the positive relationship between deep acting and job satisfaction. In further analysis, perceived or- ganizational support moderated the latter path of mediating effects of emotional intelligence through deep acting on job satisfaction; meanwhile, perceived organizational support moderated the former path of mediating effects of emotional intelligence through surface acting on job satisfaction. The above findings revealed the mecha- nis
出处
《南开管理评论》
CSSCI
北大核心
2018年第1期146-158,共13页
Nankai Business Review
关键词
酒店一线员工
情绪智力
组织支持感
情绪劳动
工作满意度
Hotel Front-line Staff
Emotional Intelligence
PerceivedOrganizational Support
Emotional Labor Strategies
Job Satisfaction
