情绪劳动的测量

情绪劳动是工作的一个组成部分,组织成员在其服务过程中的需要对其情绪进行管理以满足组织的期望。通过对最近几年西方情绪劳动的研究进展进行了总结,发现自从提出情绪劳动的概念以来,对情绪劳动的概念与结构的认识一直存在很大的差异,导致出现了多种不同的测量情绪劳动的工具,其原因在于没有一个客观的统一的衡量标准。在未来的研究中迫切需要解决的是建立一个普遍认同的情绪劳动的概念和结构,在此基础上开发情绪劳动的测量工具。此外,情绪劳动的跨文化研究则可能是未来研究的一个方向。     

情绪劳动研究综述

情绪劳动是工作中非常重要的一个组成部分,组织成员在其服务过程中的需要对其情绪进行管理以满足组织的期望。通过对最近几年情绪劳动的研究进展进行了总结,包括情绪劳动的内涵的演进,情绪劳动的维度和测量以及情绪劳动的策略等方面,又通过对现有文献阅读和总结,发现国内关于情绪劳动的研究尚处于起步阶段,尤其是情绪劳动的测量工具在中西方不同的文化背景下应该是不同的,情绪劳动的跨文化研究也是以后研究的一个重点方向。     

教师情绪劳动的影响因素分析

由于工作环境和接触人群的特殊性,教师职业一直都属于高情绪劳动的工作,而导致教师产生情绪劳动的影响因素也是多方面的、难以预估的。因此,文章在已有的学术研究基础上,重新分析教师情绪劳动的影响因素,并分别从教师主体、教师客体、工作环境三个角度进行深入分析导致其产生情绪劳动的影响因素,并给予部分改善建议。     

情绪劳动研究评述

伴随着服务型社会的兴起,情绪劳动作为组织行为学领域中的一个新兴课题,从开始提出就引起广泛关注。服务经济的发展创造了大量的高情绪密集型工作,服务中的情感成分需要服务业员工持续的情绪劳动,组织越来越强调员工按照职业要求和组织期望的方式调节和表达情绪。本文对情绪劳动的概念、策略、影响因素等几个方面,对情绪劳动的研究结果进行了评述,最后指出以往研究的不足以及未来研究的方向。     

情绪劳动与工作倦怠的关系研究

情感表达的自我管理被称为情绪劳动,并分为两种主要形式:表层行为和深层行为。本研究采用实证方法检验两种情绪劳动、情绪和工作倦怠之间的关系,并提出对组织管理的建议,希望能为降低组织工作倦怠提供理论指导。     

情绪劳动理论对职业的启示

情绪劳动是指工作中,员工利用情绪调节策略,做出与展示规则一致的情绪表达。近些年情绪劳动备受研究者关注,取得了重要的研究成果。将情绪劳动研究成果应用于实践工作,为一线工作者提供高效率、合理的用人管理建议,可在一定程度上改善行业组织及个人绩效。同时,由于各个行业要求不同,个体的情绪劳动也存在差异,例如服务行业、教师及护理人员情绪劳动就存在较大差异,针对这些典型的情绪劳动高频行业,可基于行业特点,提出与之匹配的特色方案及建议。     

医药销售人员管理策略探讨——基于情绪劳动

医药销售(这里指处方药销售人员)是一个具有高情绪劳动的职业,情绪劳动不但会影响医药销售人员的工作绩效,还会影响医药销售人员的身心健康,管理好医药销售人员的情绪劳动对提高其工作效率和身心健康具有重要意义.从情绪劳动的角度出发,对情绪劳动理论进行阐述,对医药销售人员职业特征进行分析,从情绪劳动的角度对医药销售人员进行管理提供相关建议.     

情绪劳动的影响效果及评估

情绪劳动概念的提出和研究的兴起,有其特定的社会背景。本文首先简要介绍了情绪劳动感的内涵和特点,并总结了情绪劳动的影响效果及评估方法。最后,着重分析了改善和提高情绪劳动质量的策略。     

情绪劳动引发劳资矛盾

随着服务业的兴盛,情绪劳动作为其从业人员的一个重要的工作特点,受到越来越多的关注。而情绪劳动本身是一种异化劳动,异化劳动引发诸多的负面效应,并由此引发劳资矛盾。文章最后介绍了减少由情绪劳动引发的劳资矛盾的一些措施,以其对劳资关系的改善提供一些建议。     

零售企业员工情绪劳动的管理研究

员工情绪劳动管理对现代零售企业而言,具有重要意义。本文阐述了情绪劳动的内涵及其影响因素,分析了我国零售企业员工情绪劳动的现状,从招聘、培训、绩效评估、员工关系管理和员工职业生涯规划五个人力资源管理环节对零售企业员工情绪劳动管理进行了探讨。     

Service,emotional labor,and mindfulness

From the seclusion of monastic life to the noise of Silicon Valley, the ancient practice of mindfulness has ‘come out of the cloister.’ As an antidote to mindless cognition and behavior, the practice of mindfulness—with its principle of grounding attention in the present moment—has been shown to have powerful and positive effects at both the individual and the collective level and in fields as wide-ranging as medicine, schooling, prison programs, law and negotiation, business, and even the army. This installment of Marketing & Technology introduces mindfulness to managers and explores its potential for enhancing the service encounter. We begin by reviewing the two main conceptualizations of mindfulness: the cognitive and the contemplative. We then explore the service encounter from the perspective of emotional labor and show how mindfulness can change surface acting into deep acting, thereby significantly improving the service encounter for both the consumer and provider. We also explore the other benefits of mindfulness and their application to the service encounter: adaptability, flexibility, and creativity. We conclude by sharing resources for managers interested in implementing mindfulness training.     

Customer orientation,engagement, and developing positive emotional labor

Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to express feelings and emotions that are not genuine. Such ‘surface acting' has been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job demands–resources theory, this study investigates how a frontline employee's customer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a less stressful form of emotional labor.     

The joint effect of flirting and emotional labor on customer service-related outcomes

The current studies examined why hospitality employees flirt with customers, and the interaction between flirting and authentic or faked emotional displays. In Study 1, 245 restaurant servers reported their flirting motivations, emotional labor strategy, and perceived rapport. Flirting motivations had a positive effect on rapport when servers engaged in either surface acting or deep acting but not when servers engaged less in emotional labor strategies. In Study 2, 130 servers reported their flirting displays, emotional labor strategies and tip sizes. Flirting displays only increased tips when deep acting was involved. The theoretical and practical implications of flirting are discussed.     

An examination of the congruence and incongruence between employee actual and customer perceived emotional labor

This study examines the effects of the congruence and incongruence between employee actual and customer perceived emotional labor on customer trust. Based on data collected from 510 service employee and customer dyads in restaurants, the results of response surface modeling indicate that customer trust is higher when employee deep acting and customer perceived deep acting are both high rather than both low. Customer trust is also higher when customer perceived deep acting is higher than employee actual deep acting rather than vice versa. The effects are different in surface acting: as employee surface acting and customer perceived surface acting increase, customer trust initially decreases, then increases, exhibiting a U‐shaped effect. Implications for both theory and practice are discussed.     

Customer showrooming behavior,customer orientation,and emotional labor: Sales control as a moderator

Despite the popularity of customer showrooming behavior (CSB), few studies have investigated how this phenomenon affects salespeople's sales behavior. To answer this research call, we explored the effect of CSB on customer orientation (CO), as they are associated with emotional labor (EL) and perceived sales control as a moderator. We gathered data from 397 salespeople in South Korean department stores. Our study showed that CSB affected deep acting negatively by reducing CO. Perceived outcome-based sales control enhances CSB's negative impact on CO. Nevertheless, perceived behavior-based sales control does not moderate the relationship between CSB and CO. Our results indicate that supervising salespeople using outcome-based control only worsens the effect of CSB on salespeople who combat CSB.     

Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India

With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interactions. The present study examines the linkage between perceived external prestige and emotional labor strategies among the pharmaceutical representatives in India. Drawing from the social comparison theory and social identity theory, the study shows that perceived external prestige influences employees’ emotional labor strategies directly as well as through organizational identification. Contributions of the study to theory and to human resource management practices are discussed.     

劳动力与劳动的价值分析

劳动力是潜在的凝聚状态的劳动,劳动是显现的流动状态的劳动力;在生产资料私有制为主体(资本主义)的条件下劳动力是主体性商品;在生产资料公有制为主体(社会主义)的条件下劳动是主体性商品;劳动的价值即人的劳动的价值,就是人的具体劳动中所包含的抽象的人类劳动;作为一种特殊的原始性商品,劳动的价值是指具体劳动中所包含的抽象的活劳动,而活劳动的价值量则等于该劳动所创造的物化劳动的价值量.     

Reintegrating Ethics and Institutional Theories

Organizational ethics and institutional theories are extended by recovering Weberian and Pre-Weberian theorizing that emphasized the joining of ethics and institutional theories. Understanding how ethics and institutional systems influence each other can advance our understanding of the nature and causes of structural organizational ethics issues and help guide potential reforms. We consider the interplay of these elements during the recession of 2008–2009, highlighting how structural ethics problems may have to be addressed at the institutional levels and not solely the individual or organizational levels.     

规范劳动用工管理优化劳动力资源配置

规范劳动用工管理,控制用工总量,优化劳动力资源配置是提高企业效益的重要途径.2010年哈尔滨铁路局先后出台了加强劳动用工管理,清理其他用工和岗职不符等相关政策,是解决哈局多年形成的职工总量大,富余劳动多且分布不均衡,职工工资水平低,而企业人工成本大的问题的一项重要举措.结合工作实际,针对企业用工总量得不到有效控制的原因及解决办法谈一下粗略认识.