银行柜员情绪表现规则对情绪劳动影响的实证研究

银行柜员情绪表现规则和情绪劳动的实证表明:表达积极情绪的表现规则对浅层行为、深层行为具有正向影响;抑制消极情绪的表现规则对浅层行为具有正向影响,对深层行为具有负向影响,深层行为和表达积极情绪的表现规则相关性较高,浅层行为和抑制消极情绪的表现规则相关性较高。

An Empirical Study on the Effect of Emotional Display Rules to Emotional Labor of Counter Service Employees in Banks

Emotional labor is one of important areas in organizational management of service companies. Through empirical studying of emotional display rules and emotional labor on the counters in banks, it is found that display rules to express positive emotions was significantly positively related to both deep action and surface action. However, display rules to suppress negative emotions has positive effect on surface action, but has negative effect on deep action. The relationship between display rule to express positive emotions and deep action was stronger than that between display rule to express positive emotions and surface action. The relationship between display rule to suppress negative emotions and surface action were stronger than that between display rule to suppress negative emotions and deep action.