情绪劳动的效应、影响因素及作用机制

情绪劳动是指员工遵照一定的组织规则, 在工作场所与顾客互动过程中进行的情绪调节。研究证明情绪劳动对组织情境中一系列结果变量影响显著, 既有积极影响也有消极影响, 作用对象包括施动者员工、受动者顾客和规则制定者组织。情绪劳动与结果变量的关系受多个员工、工作和顾客特征变量的影响。资源保存理论为情绪劳动的作用机制提供了一种有力的解释。即时、短期与长期效应的整合、指向内部顾客的情绪劳动以及组织氛围的影响是未来研究值得关注的方向。

The Effects,Moderators and Mechanism of Emotional Labor

Emotional labor refers to the process that employees’ follow specific organizational rules and regulate their emotions when interacting with customers in the work place. It has been suggested that emotional labor has significant impact, both positive and negative, on a series of outcome variables in organizational settings, targeting employees, customers and organizations. Some variables concerning the characteristics of employees, customers and jobs moderate the relationship between emotional labor and the outcomes. Conversation of Resources theory provides a powerful theoretical explanation for the mechanism of emotional labor. The integration of immediate, short-term and long-term effects, emotional labor targeting internal customers and the impact of organizational climate are the three topics that deserve special attention in future research.