情绪劳动研究的进展与展望

随着服务型社会的到来,雇员应当致力于其工作场所的情绪管理,以符合顾客及机构的期望,这就是所谓的情绪劳动。情绪劳动所关注的是内部调节过程,其目的是为了表达与工作要求相符合的、适当的情感。情绪劳动是影响工作表现及机构目标的一个重要因素,它是工作表现、工作满意度和精神疲劳的一个有力的预测因素。文章对这一研究领域的重要研究成果进行了回顾,详细阐述了情绪劳动的定义、结构、策略、测量方法、前提条件、效果及可能的媒介。本文在综合评述的基础上指出了目前研究的不足之处以及未来的研究方向。

Progress and Prospects of Research on Emotional Labor

As the coming of the service oriented society,employees should exert themselves to manage their emotions in the workplace to conform to the expectations of customers and organizations,which is called emotional labor.Emotional work focuses on the internal regulatory processes in order to express the appropriate feelings consisting with the job requirements.Emotional work is an important factor that influences the job performance and organizational goals.It may be a powerful predictor of job performance,job satisfaction and emotional exhaustion et al.The article reviews some important studies in this research field.It elaborates the concept,the definition,the structure,the emotion work strategies,the measurement,the antecedents,the consequences and the possible mediator of emotional labor.On the basis of a comprehensive review,the article points out the limitations of existing research and the future research directions.