顾客不公平对服务人员情绪劳动的影响: 人际虐待敏感性的角度
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引用本文:唐秀丽,辜应康.顾客不公平对服务人员情绪劳动的影响: 人际虐待敏感性的角度[J].上海第二工业大学(中文版),2021,(1):47-55
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作者单位
唐秀丽 1. 上海对外经贸大学 会展与旅游学院, 上海 201620
 
辜应康 2. 上海第二工业大学 经济与管理学院, 上海 201209 
基金项目:教育部人文社会科学研究青年基金项目 (18YJC190019) 资助
中文摘要:服务中的顾客不公平是近年的研究热点之一, 从员工角度考察顾客不公平与情绪劳动之间的 “关系黑箱” 是一个重点。以情感事件理论和资源保存理论为基础, 通过对服务型企业一线服务人员的问卷调研探讨服务型企业 员工在遭遇顾客不公平时对其情绪劳动的影响。层级回归分析表明, 顾客不公平确实会对服务人员情绪劳动产生负 面效应, 使员工增加表面表演, 减少深层表演, 并且这种负面效应是通过员工遵守情绪表达守则难度进行传递的; 同 时还发现人际虐待敏感性在顾客不公平对员工表面表演的影响中具有调节作用, 印证了工作场所不公平对员工产 生的影响是因人而异的观点。
中文关键词:顾客不公平  情绪劳动  情绪守则难度  人际虐待敏感性
 
Influence of Customer Injustice on Service Employee,s Emotional Labor: APerspective from the Sensitivity to Interpersonal Mistreatment
Abstract:Customer injustice is one of research hotspots in recent years, and it is key point to explore the “relationship black box” between customer injustice and emotional labor from employee,s perspective. Based on affective events theory and conservation of resource theory, this research explored the influencing mechanism of customer injustice on service employees’ emotional labor when they encountered injustice behaviors from customers through a survey on the front-line service employees in various service enterprises. Results by hierarchical linear model show that the customer injustice has negative effects on employees’ emotional labor, which cause the employees to increase surface acting and reduce deep acting. And this negative effect is delivered by the difficulty of emotional display rules that employees must obey in workplace. Meanwhile, the sensitivity to interpersonal mistreatment has mediating effect on the influence of customer injustice on employees’ surface acting, which verifies the viewpoint that the influence of injustice behaviors in workplace on employees is different from person to person.
keywords:customer injustice, emotional labor, difficulty of emotional display rules, sensitivity to interpersonal mistreatment
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