幼儿教师职业承诺与情绪耗竭:情绪劳动的中介作用

以218名幼儿教师为被试,采用问卷调查法,探讨了职业承诺对情绪耗竭的影响,以及情绪劳动在职业承诺对情绪耗竭影响中的中介效应。结果表明:(1)职业承诺与自然行为、深层行为呈显著正相关,而与表层行为、情绪耗竭呈显著负相关。(2)自然行为、深层行为与情绪耗竭均呈显著负相关,而表层行为与情绪耗竭呈显著正相关。(3)深层行为和表层行为在职业承诺与情绪耗竭关系中起部分中介作用,自然行为在职业承诺与情绪耗竭关系间中介效应不显著。     

特质应对与展现规则对情绪劳动的影响

采用2×3组间设计, 检测特质应对(积极与消极)与展现规则(积极、消极、无规则)对情绪劳动的影响。结果表明, 积极应对引起更多深层动作; 积极规则下出现较少表层扮演(与消极应对比)。积极和消极规则都引起较多深层和表层动作。积极应对在积极规则下表层扮演较少(与消极规则比); 消极应对在积极规则下表层扮演较多(与消极规则比)。研究提示, 特质情绪性可能是调节展现规则与情绪劳动关系的重要原因。     

服务行业员工的人格特质、情绪劳动策略与心理健康的关系

研究采用问卷法, 抽取服务行业员工样本357份, 探讨人格特质(QZPS)、情绪劳动策略对心理健康的作用机制。结果显示：(1) 在QZPS中, 善良预测较少的表层动作, 较多的自动调节; 才干预测较多的深层加工; 行事风格预测较多自动调节; 情绪性预测较少的深层加工; 他人指向预测较少的表层调节, 较多的自动调节; 自我指向预测较多的深层调节; 事物指向预测较多的自动调节和深层加工, 较少的表层动作。(2) 表层劳动预测较差的心理健康, 深层劳动和自动调节预测较好的心理健康。(3) 表层动作在善良、他人指向与心理健康之间起显著中介作用, 深层加工在情绪性、才干、自我指向、事物指向与心理健康之间起显著中介作用。自动调节在善良、行事风格、事物指向与心理健康之间起显著的中介作用。(4) 外向性可直接作用于心理健康。研究显示, 外向性、善良、才干、行事风格、他人指向、自我指向、事物指向等QZPS特质高分者都比较容易适应服务行业, “情绪性”高分者从事服务行业工作将有较大的心理健康代价。另外, 从深层调节和自动调节角度开展心理健康培训、职业心理咨询及自我调节, 可增强员工对服务工作的适应性, 并促进心理健康。     

员工负性情绪对情绪劳动策略的影响

情绪劳动指的是员工在工作中按照组织的要求来调节自己的情绪感受和表达, 是服务行业普遍关注的问题。本研究基于自我调节理论(Self-Regulation Theory), 探讨了员工个体内负性情绪对情绪劳动策略的影响效应, 以及个体间水平上员工工作年限和情绪智力对该效应的跨层次调节作用。通过分析收集自210名呼叫中心员工14个工作日的追踪数据, 本研究发现员工每天的负性情绪显著抑制了深层动作; 工作年限和情绪智力显著调节了个体内负性情绪对情绪劳动策略的影响效应。数据分析结果支持了情绪劳动的研究中自我调节理论的作用, 本研究也据此讨论了理论意义和实践应用价值。     

情绪劳动：表层动作与深层动作，哪一种效果更好？

情绪劳动（表层动作和深层动作）,哪一种情绪劳动的效果更积极？该项研究结合“情绪调节”和“双任务”的实验范式,以指导语引起不同的情绪劳动,以电影片段诱发负情绪（以悲伤为主）,同时测量情绪劳动过程情绪的变化,并通过数学成绩和自我真实感检测情绪劳动对后续工作和心理上的作用。结果表明：（1）操作表层动作与深层动作都具有一定的难度,需要付出一定的努力;且深层动作引起更多的精力集中;（2）表层动作和深层动作都可以减弱已被诱发的悲伤情绪,深层动作引起了更大的生理激活（R-R间期增加较小）;（3）表层动作导致后续工作成绩降低,自我真实感减弱。结论：如果需要在负情绪（悲伤）状态下展现正情绪（微笑）,深层动作是更积极的情绪劳动方式     

情绪失调如何引起情绪枯竭？

当服务行业员工内心情感与工作所期望情绪不一致时,如何调节更容易陷入情绪枯竭？该研究抽取服务业员工352名,采用问卷法测量工作环境中的情绪失调、情绪劳动策略及情绪枯竭程度,并探究三者的关系。结果表明,负情绪失调通过较多的表层扮演和失调扮演,导致更多的情绪枯竭;正情绪失调则通过较少的表层扮演和失调扮演,引起较少情绪枯竭。研究对服务业员工招聘、心理培训及人性化管理有一定指导意义。     

权变视角下的情绪劳动:调节变量及其作用机制

调节变量是近年来情绪劳动研究关注的重点问题之一。实证研究显示,反映员工个体特征、工作情境特征的多组变量以及文化情境对情绪劳动效应具有显著的调节作用。权变视角下的情绪劳动研究发现:(1)展现规则在组织、行业、文化三个不同水平影响个体在工作场所的情绪表达;(2)表层扮演潜在的消极效应可以借助个体内在的保护机制或通过组织管理干预被削弱、消除,甚至是转化为积极的力量;(3)深层扮演的积极效应具有较高的跨人群、跨情境稳定性;(4)文化情境对情绪劳动作用过程具有重要的约束作用。在一定条件下,情绪劳动要求、情绪劳动行为都可以成为有益于员工的组织生活要素。     

基于情绪调节模型的教师情绪劳动的中介效应探讨

本研究以Grandey的情绪调节模型为框架,通过问卷调查的方法,探讨正性情绪、负性情绪、情绪劳动以及职业倦怠之间的关系。828名中小学教师的有效数据的回归分析结果显示:基于不同情绪感受的情绪劳动对职业倦怠的影响存在差异;情绪劳动各维度既充当正负情绪均值差距(M_N-P)影响职业倦怠各维度的部分中介变量,又充当正负情绪变异系数差距(CV_N-P)影响去个性化或个人成就感的部分中介变量;表层行为、深层行为在正负情绪均值差距(M_N-P)影响去个性化之间的部分中介效应受到性别的调节。     

情绪劳动策略与工作满意度关系的元分析

采用元分析方法探讨情绪劳动策略(包括表层扮演和深层扮演)与工作满意度的关系。经筛选, 共有120篇文献226个独立样本符合元分析标准(N = 79659)。元分析结果发现, 表层扮演与工作满意度有显著负相关, 深层扮演与工作满意度有显著正相关。调节效应检验发现, 不同表层扮演测量工具、文化背景差异、行业类型差异对表层扮演与工作满意度的关系没有显著影响; 不同工作满意度测量工具对表层扮演与工作满意度的关系有显著影响, 表现为单维的JSS工作满意度量表的调节效果高于多维的MSQ量表。不同深层扮演测量工具、不同工作满意度测量工具、文化背景差异对深层扮演与工作满意度的关系有显著影响, 分别表现为深层扮演量表Grandey (2003)、Diefendorff, Croyle和Gosserand (2005)、Brotheridge和Lee (2003)调节效应依次减小, 单维的JSS工作满意度量表的调节效果低于多维的MSQ量表, 东方文化背景的调节效果高于西方; 行业类型的差异对深层扮演与工作满意度关系的影响不显著。     

"情绪劳动"要求与情绪耗竭:情绪劳动策略的中介作用研究

文章目的是通过量表调查法来研究情绪劳动要求、情绪劳动策略和情绪耗竭之间的关系,以及验证情绪劳动要求和策略量表的结构维度.研究使用调查某大型公司营业厅和客服人员的424份有效问卷进行分析.验证性结构方程模型分析显示,情绪劳动要求和情绪劳动策略量表具有良好的结构效度;结构方程模型分析显示,情绪劳动策略在情绪劳动要求和情绪耗竭之间起到一定的中介作用.具体为:专注度分别通过表面行为、深度行为和中性调节影响情绪耗竭;规则性通过中性调节影响情绪耗竭;严格性通过表面行为和深度行为影响情绪耗竭;多样性可以直接或通过表面行为影响情绪耗竭.     

Relationships between emotional labor, job performance, and turnover

The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9 months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories.     

情绪劳动与抑郁及焦虑的关系：情绪耗竭的中介作用

本研究探讨情绪劳动与抑郁、焦虑的关系,着力考察情绪耗竭在二者之间的中介作用。采用情绪劳动量表、情绪耗竭量表和SCL-90对328名零售业员工进行调查。结果表明：表面行为与情绪耗竭、抑郁及焦虑没有显著相关;深度行为对情绪耗竭、抑郁及焦虑有显著的负预测作用;情绪耗竭在情绪劳动与抑郁及焦虑之间起完全中介作用。     

Willing and able to fake emotions: a closer examination of the link between emotional dissonance and employee well-being

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.     

Relation Between Emotional Labor and Organizational Citizenship Behavior: An Investigation Among Chinese Teaching Professionals

This study examined the association between emotional labor and organizational citizenship behavior (OCB) and the mediation of work engagement in this relationship. A total of 264 teachers in Mainland China were recruited for this study. Bivariate correlation showed that both deep acting and the expression of naturally felt emotion were positively related to the two dimensions of OCB, namely, OCB toward the individual (OCBI) and OCB toward the organization (OCBO), whereas surface acting was not related to the OCB dimensions. Work engagement was also positively associated with both OCB dimensions. Regression results showed that work engagement partially mediated the relation between deep acting and OCBO, and that between the expression of naturally felt emotion and OCBI. Work engagement also fully mediated the association between deep acting and OCBI, and that between the expression of naturally felt emotion and OCBO. In light of these findings, strategies that encourage employees to display emotions consistent with their inner experience were discussed.     

Trickle-Down Effects of Positive and Negative Supervisor Behaviors on Service Performance: The Roles of Employee Emotional Labor and Perceived Supervisor Power

Based on the trickle-down model, the present study simultaneously examined how transformational leadership and abusive supervision influence employees’ proactive customer service performance and service sabotage through employees’ emotional labor strategies toward customers. Moreover, this study examines whether perceived supervisor power can activate or inhibit the aforementioned trickle-down processes. The present study collected data from 186 service employees–supervisor pairs at different times. The results of structural equation modeling indicate that transformational leadership positively predicted employees’ proactive customer service performance via deep acting, whereas abusive supervision was positively associated with employees’ service sabotage through surface acting. Furthermore, being perceived as a powerful supervisor is an important factor to maximize the benefits of transformational leadership. The theoretical and practical implications are further discussed.     

Want a tip? Service performance as a function of emotion regulation and extraversion

Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.     

表层表演和深层表演的关系:来自元分析的证据

采用元分析的方法探讨两种主要情绪劳动策略(表层表演、深层表演)之间的相关.经筛选,共有150篇文献的162个独立样本(N = 63629)符合标准.元分析结果发现,表层表演与深层表演呈显著正相关(r = 0.17).量表的作答方式、测量工具、职业类型对表层表演与深层表演的相关具有显著影响.具体表现为,量表的作答方式为频...     

Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment

Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals. Existing literature has provided strong evidence for the impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emotional well‐being. Specifically, Study 1 measured emotional labor at the between‐person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the within‐person level to capture its fluctuations. Results showed that employees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limitations of these findings were discussed.