情绪劳动对员工工作绩效的影响

通过对有关情绪动与工作绩效相互关系的文献进行梳理,本文应用情感事件理论探讨了情绪劳动、组织支持感与员工工作绩效之间的跨层关系,并且在不同层次上讨论了组织支持感对情绪劳动与工作绩效相互关系的调节作用;通过建立情绪劳动、组织支持感、工作绩效的作用模型,指出情绪劳动与工作绩效的关系,即深层扮演与工作绩效呈正相关关系,真实情绪表达与工作绩效之间也存在正相关关系,表层扮演行为与工作绩效之间存在负相关关系,组织支持感对情绪劳动与工作绩效的关系有调节作用。     

剥削型领导对研发人员创新行为的“双刃”效应：一项经验取样的日志研究

作为典型的负面领导风格，剥削型领导对员工的消极影响已引起学界重视，但既有研究难以对实践中剥削型领导下的员工创新现象进行合理解释。本研究认为，剥削型领导的效应具有两面性，基于自我损耗理论和社会认知理论，从正反两条路径提出剥削型领导对研发人员创新行为的作用机制。依据日记研究和体验抽样方法，对江苏省某地级市多家高新技术企业的研发人员进行连续10个工作日的调查，运用Mplus的“TWOLEVEL RANDOM”模型对研究假设进行实证检验，结果表明：剥削型领导对研发人员的情绪耗竭与自我效能感均具有显著影响，继而作用于创新行为；组织支持感显著调节剥削型领导对情绪耗竭与自我效能感的作用，并进一步调节剥削型领导影响研发人员创新行为的过程。     

情绪表现规范正式化程度对情绪劳动策略的非线性影响：自主动机的中介效应

情绪表现规范和情绪劳动策略是情绪劳动研究的两组核心概念，员工将采用何种策略应对组织的情绪表现规范？文章基于自我决定理论，探讨不同形式的情绪表现规范对情绪劳动策略的影响，以及自主动机的中介效应。研究结果表明，情绪表现规范的正式化程度对深层扮演有倒U形影响，对表层扮演有U形影响；当正式化程度较高和较低时，员工会较多采用表层扮演，较少采用深层扮演；当正式化程度适中时，深层扮演水平最高，表层扮演水平最低。自主动机部分中介了情绪表现规范正式化程度对深层扮演的影响，完全中介了情绪表现规范正式化程度对表层扮演的影响。     

绩效考核公平感对新生代员工离职倾向的影响研究

依据社会认同理论和社会交换理论,研究绩效考核公平感对新生代员工离职倾向的影响,并在此基础上探究组织认同的中介效应和交换意识的调节效应。数据分析结果表明：绩效考核公平感对离职倾向具有显著的负向影响;组织认同完全中介绩效考核公平感对离职倾向的负向影响;交换意识正向调节绩效考核公平感对离职倾向的影响,即员工交换意识越高,绩效考核公平感对离职倾向的负向影响越强。     

企业员工帮助计划能留住员工吗？--一个被中介的调节模型构建与验证

基于中国文化背景,本研究以工作家庭冲突作为中介变量、组织支持作为调节变量,通过对江苏、安徽、上海等地企业的235名员工进行问卷调查,分析员工帮助计划对员工离职倾向的影响。研究结果显示：员工帮助计划对离职倾向具有显著负向预测效果;工作家庭冲突在员工帮助计划与离职倾向间具有中介作用;组织支持调节着员工帮助计划对工作家庭冲突和离职倾向的影响。在此基础上,本研究提出构建多元化员工帮助计划体系、实施员工角色冲突管理以及塑造组织内支持性的工作环境等三条建议。     

工作满意感、组织认同与离职倾向关系实证研究

文章以383个建筑企业员工为被试样本,运用相关分析、偏相关分析、回归分析及路径分析等统计方法考察了工作满意感、组织认同与离职倾向三个员工态度变量之间关系.结果发现:(1)工作满意感、组织认同与离职倾向之间具有显著相关性和因果性;(2)工作满意感与组织认同相互作用,共同影响离职倾向,且组织认同对离职倾向的影响程度大;(3)组织认同在员工工作满意感与离职倾向关系中具有调节效应,在满意度一致的前提下,组织认同程度的高低对员工离职倾向具有更显著的调节影响.这些研究结果为员工离职权变主义学说提供了证据支持.     

情绪劳动对导游职业满意度和离职倾向的影响——一个被调节的中介效应模型

导游是一项情绪劳动强度较高的职业,极易产生倦怠进而影响职业满意度并诱发离职。应用成熟量表对792名导游进行问卷调查,采用bootstrap法分析显示,情绪劳动中的表层扮演会通过职业倦怠的中介作用降低导游的职业满意度并提高离职倾向,而情绪劳动中的深层扮演会通过职业倦怠的中介作用提升导游的职业满意度并降低离职倾向;顾客侵犯行为中的顾客苛责会调节深层扮演对职业倦怠的影响,随着顾客苛责水平的提升,深层扮演对导游职业倦怠的削弱作用渐渐弱化,此外,顾客苛责还会分别调节职业倦怠在深层扮演影响导游职业满意度和离职倾向过程的中介作用。因此,应针对导游的不同情绪劳动开展管理和疏导,对游客采用适当的识别机制,化解导游的职业倦怠危机,从而提升导游的职业满意度,降低导游的离职率。     

威权领导对员工情绪耗竭的影响机制研究

随着现代职场中的竞争愈发激烈,情绪耗竭现象愈发普遍.基于资源保存理论,本文运用问卷调查实证分析方法,收集了208份中国民营企业员工的问卷调查数据,通过深入分析数据,探讨了威权领导、表层扮演与员工情绪耗竭之间的关系.研究结果表明:威权领导对员工情绪耗竭具有显著的正向预测作用;表层扮演在威权领导与员工情绪耗竭之间的关系中起...     

基于组织支持感视角的公司员工离职倾向研究

基于组织支持理论,选取制度层面、工作相关和组织环境三方面的因素,即程序公平、薪酬和工作、团队和组织,探讨其对于组织支持感的影响以及组织支持感和离职倾向间的关系,并通过湖北省A公司的197个有效样本进行了实证分析。结果显示:湖北A公司员工组织支持感中等偏低,员工离职倾向低于中等水平。程序公平、薪酬和工作、团队和组织对组织支持感有显著的正向影响。对离职倾向较弱的员工来说,组织支持感对离职倾向具有显著的负向预测作用。针对以上实证结果,提出了相关政策建议。     

情绪表达潜规则对组织内部员工情绪耗竭的影响——以情绪表达策略为中介

组织内部员工的工作内容主要围绕同事展开，组织一般对其无明确的情绪表达要求，因而他们有表达自我真实情绪的自由。但出于人际交往和工作沟通的需要，组织内会存在多种形式的情绪表达潜规则约束。为了揭示情绪表达潜规则导致内部员工情绪耗竭的作用路径，文章以资源保存、认知失调和自我损耗理论为基础构建了组织内情绪劳动者的“情绪表达潜规则—情绪表达策略—情绪耗竭”的理论模型。通过问卷调研和数据分析，证实了积极情绪潜规则可推动员工采用深层扮演策略，使内心感受和外在情绪保持一致，减少了情绪耗竭。而消极情绪潜规则会抑制员工情绪的深层扮演，并助长表层扮演来伪装情绪，造成情绪资源流失，最终导致情绪耗竭。研究还证实了组织内的情绪劳动者在表达情绪时，虽然可同时采用深层与表层扮演两种策略，但由于情绪资源有限，他们对两种策略的选择偏好显著负相关。     

Emotional Exhaustion in Offshore Call Centers: A Comparative Study

The aim of this study is to draw on a cognitive-affective personality system to test if the personality–emotional exhaustion–turnover intentions/perceived service quality relationships are valid among agents working in offshoring call centers. This is achieved by comparing these relationships between two groups' agents: (a) agents interacting with customers having the same national culture in a developed country (ACSC); and (b) agents in a developing country interacting with customers having a different national culture (ACDC). Data were collected from three call centers in Morocco, representing the ACDC group, and a call center in Canada which represented the ACSC group. Data was analyzed using two steps: (a) a paired-samples t-test; and (b) a path analysis using a bootstrap based on the Monte Carlo method. The findings reveal invariant measure of all our concepts, and significant differences between the two groups (ACDC and ACSC) with respect to some personality–emotional exhaustion–turnover intentions/perceived service quality relationships.     

好的表演需要好的观众——顾客察觉准确性在员工情绪劳动影响中的作用

基于385对顾客和员工的问卷调查的配对数据，考察了员工的情绪劳动如何影响顾客的信任和忠诚，以及顾客察觉准确性在其中的调节作用。研究结果表明员工的深层表演会促进顾客的信任，进而促进顾客忠诚；顾客对深层扮演的高察觉准确性会加强员工的深层扮演与顾客信任之间的正向关系，而当顾客对表面扮演察觉准确性低时，员工的表面扮演会对顾客信任有正向的影响；顾客的深层/表面扮演察觉准确性加强了深层/表面扮演、顾客信任和忠诚之间的中介效应。研究帮助从情绪的视角更好地理解服务情境中信任的前因变量，发现顾客的察觉准确性在情绪劳动影响过程中的重要作用，有助于服务企业从情绪劳动的角度来建立顾客信任和忠诚。     

Lagged effect of daily surface acting on subsequent day’s fatigue

The present research investigated the causal relationship between daily surface acting and fatigue at the within-person level. With a longitudinal approach – experience sampling method – based on 10 successive days’ data, this study explored the lagged consequence of service employees’ daily surface acting. The results of multilevel analysis showed that the daily performance of surface acting decreased service employees’ subsequent day’s emotional well-being in the form of increased fatigue. Further, sleep conditions were found to alleviate this detrimental effect. This within-person level investigation of the causal lagged effect of daily surface acting and its moderating contextual factor complements the current emotional labor literature that has overly focused on the between-person level. The theoretical and managerial implications were discussed.     

Service with a smile: A source of emotional exhaustion or performance incentive in call‐centre employees

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

The Moderating Effect of the Boundary Spanning Role on Perceived Supervisory Support: A Meta-Analytic Review

This article is a meta-analytic study examining the moderating effect the boundary spanning role has on the relationship between perceived supervisory support (PSS) and other important constructs within the marketing domain, including: job satisfaction, organizational commitment, performance, and turnover intentions. There was a positive relationship between PSS and every construct except turnover intentions, which was negative. Along with this, three out of the four relationships were stronger for boundary spanners as compared to non-boundary spanners. Overall, managers aimed at meeting organizational objectives (e.g. performance; turnover) should provide supervisory support to boundary spanning employees.     

The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust

For more than four decades, research has investigated the relationship between perceptions of organizational justice and employees' work attitudes. This study used two data sets to examine how perceptions of organizational justice influence marketing employees' perceived support and trust. Specifically, this study examines the role of perceived support as a mediator between organizational justice and trust. The results indicate that in Study 1 perceived organizational support (POS) serves as a mediator between procedural justice and organizational trust. Interactional justice is both a direct and indirect predictor of supervisory trust through perceived supervisor support (PSS). Distributive justice is related indirectly to organizational trust through PSS and directly to organizational trust. In contrast to the results in Study 1, distributive justice is an antecedent to both POS and PSS while procedural justice is related directly to organizational trust.     

Proactive personality and work performance in China: The moderating effects of emotional exhaustion and perceived safety climate

Grounded in the interactionist paradigm, this study shows that emotional exhaustion and perceived safety climate constitute important moderators of the relationship between proactive personality and work performance. More specifically, the study analyzes the relationship between proactive personality and its behavioural outcomes—organizational citizenship behaviour (OCB) and job performance—and investigates the interactive effects of emotional exhaustion and perceived safety climate. The study involves 485 Chinese airline employees including pilots, flight attendants, engineers, and service employees. Proactive personality positively predicted OCB and individual performance. Emotional exhaustion and perceived safety climate moderated the relationship between proactive personality and individual performance both independently and jointly. Implications of the findings for future research are discussed. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.