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     

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。     

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。     

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。     

情绪劳动策略对主动破坏行为的影响

如何开展员工情绪劳动管理,避免负面行为结果,是服务行业面对的重要问题。以788名呼叫中心员工为研究对象,本文获得的结果表明:1)表层动作显著促进主动破坏行为,而深层动作的影响不显著。2)政策强度感知显著调节表层动作与主动破坏行为间关系;当政策强度感知较低时,表层动作对主动破坏行为的正向影响更为显著。3)情感社会分享显著调节深层动作与主动破坏行为间关系;当情感社会分享水平较高时,深层动作对主动破坏行为的负向影响更为显著。本研究从资源保存视角提出工作场所开展情绪劳动管理的有效策略。     

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。     

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。     

情绪表达规则、调节策略与工作倦怠关系的研究

以情绪性工作的控制论模型为理论基础,探索情绪性工作的内部机制。通过问卷调查,探讨了表达规则、情绪调节策略与工作倦怠的关系。结果发现:情绪调节策略中的深层扮演对正面表达规则与工作倦怠起完全的中介作用,部分证实了依据控制论模型作出的预测。提示组织应更多地使用正面表达规则,促进员工采用深层扮演,这会对员工的身心健康和组织的工作绩效产生积极影响。     

基于情绪感染理论视角的情绪劳动动态性研究

研究基于情绪感染理论,探索在情绪劳动中员工与顾客的交互过程对于情绪劳动策略及工作绩效的影响。通过问卷调查201名服务型员工,探讨了情绪劳动策略、顾客反应、情绪耗竭、工作满意度、顾客冲突解决之间的关系。研究结果发现,采用深层扮演的情绪劳动策略可以有效降低情绪耗竭,从而增加工作满意度,提高顾客冲突解决能力;顾客反应在情绪劳动策略与情绪耗竭之间起调节作用;并且情绪劳动策略在不同顾客反应下会发生动态改变。     

监狱男性警察情绪智力对情绪劳动的影响分析

为了解广州市监狱基层警察的情绪劳动与情绪智力的关系,采用随机抽样法对100名监狱基层警察进行问卷调查。结果表明:①情绪劳动与情绪智力呈正相关关系,相关系数为0.628(P0.01)②情绪智力对深层表现的正效应大于对表层表现和自然表现的正效应,说明情绪智力在促进深层行动方面具有更重要的作用。③在情绪劳动中,深层表现需要较高的情绪智力,而自然表现需要较低的情绪智力。结论:监狱基层警察的情绪劳动是中等水平,情绪智力水平是中等偏上,并且两者呈显著性正相关。因此,提高监狱警察的情绪智力水平,优化情绪劳动表现策略的运用,从而促进罪犯监管工作和教育改造工作顺利进行。     

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。     

Moderating Role of Affectivity in Emotional Labor and Emotional Exhaustion Among Customer Services Representatives

The present study proposed a moderating role of affectivity in the relationship between modes of emotional labor and emotional exhaustion among customer services representatives. A sample of 232 customer services representatives from cellular services and banking sectors of Islamabad, Pakistan was purposively chosen for this study. Deep acting and surface acting was measured through Emotional Labor Scale (Brotheridge and Lee Journal of Occupational and Organizational Psychology 76:365–379, 2003), positive and negative affectivity (NA) was measured through Positive and Negative Affect Schedule (Watson et al. Journal of Personality and Social Psychology 54:1063–1070, 1988), and emotional exhaustion was assessed through Burnout Scale (Erickson and Ritter Social Psychology Quarterly 64(2):146–163, 2001). Hierarchical regression analyses provided empirical support for the proposed model. Negative affectivity (NA) and deep acting significantly predicted emotional exhaustion. Positive affectivity (PA) significantly decreased the likelihood of being emotionally exhausted as a consequence of deep acting whereas negative affectivity (NA) significantly increased the likelihood of being emotionally exhausted as a consequence of surface acting. Finally, customer services representatives of cellular services and women were found to be more prone to emotional exhaustion as compared to their counterparts. Limitations and suggestions for future research have also been discussed.     

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.     

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。     

Emotional labour strategies and job burnout: A meta-analysis of Chinese employees

Emotional labour strategies have a significant impact on job burnout. However, current research results are controversial and unclear. A meta-analysis was conducted to explore the relationship between emotional labour strategies (surface acting and deep acting) and job burnout. A total of 84 empirical studies that included 28,242 participants were selected. The meta-analysis of the relationships between job burnout and surface acting and deep acting included 84 and 75 independent samples respectively. The results show that surface acting had a positive association (r = 0.25) with job burnout, whereas deep acting (r = −0.27) had a negative association with job burnout. Occupational types and measures of emotional labour strategies moderated the relationship between emotional labour strategies and job burnout, but this relationship was not moderated by measures of job burnout.     

Emotional Intelligence as a Moderator of Affectivity/Emotional Labor and Emotional Labor/Psychological Distress Relationships

Emotional labor refers to effort, planning, and control required to display organizationally desired emotions during interpersonal transactions and performed by individuals either through deep acting or surface acting. Deep acting refers to the modification of inner feeling in order to express the organizationally desired emotions, whereas surface acting refers to the change of emotional expression without facilitating the change of inner emotional state. The authors examined the moderating role of emotional intelligence dimensions (self-emotional appraisal; others’ emotional appraisal, use of emotion, and regulation of emotion) in the affectivity (a general positive or negative tendency to experience a particular mood)-emotional labor and emotional labor-psychological distress relationships among 210 university teachers. Specifically, we found that (a) regulation of emotion was a particularly important emotional intelligence dimension in influencing the use of deep acting, both directly and indirectly through the interaction with negative affectivity; (b) positive affectivity emerged as an important affectivity dimension in influencing the use of deep acting both directly and indirectly through the interaction with self-emotional appraisal; (c) negative affectivity was a particularly important affectivity dimension in influencing the use of surface acting, both directly and indirectly through its interaction with emotional intelligence dimensions of self-emotional appraisal and use of emotion; and finally (d) regulation of emotion interacted with deep acting to influence the psychological distress arising from EL requirements.     

青少年网络被欺负与自杀意念的关系:自尊和情绪应对方式的链式中介作用

为探讨青少年网络被欺负、自尊、情绪应对方式和自杀意念的关系,采用网络被欺负量表、自尊量表、中学生应对方式量表和自杀意念量表对来自湖北、河南、安徽三省六所高中的802名高一学生进行调查,结果发现：网络被欺负直接影响自杀意念,且存在三条间接路径：通过自尊的单独中介作用影响自杀意念;通过情绪应对方式的单独中介作用影响自杀意念;通过自尊和情绪应对方式的链式中介作用影响自杀意念。研究有助于了解青少年网络被欺负对自杀意念的影响机制,对预防以及减少青少年自杀行为具有一定的现实意义。     

Emotional display rules and emotional labor: the moderating role of commitment

The authors examined whether commitment to emotional display rules is a necessary condition for emotional display rules to affect behavior at work. Results using structural equation modeling revealed that display rule commitment moderated the relationships of emotional display rule perceptions with surface acting, deep acting, and positive affective delivery at work, such that the relationships were strong and positive when commitment to display rules was high and weak when commitment to display rules was low. These findings suggest that motivation plays a role in the emotional labor process in that individuals must be committed to display rules for these rules to affect behavior.