服务业员工情绪失范行为的产生机制及影响因素分析
On Prediction of and Intervention on Emotional Deviation of Service Employees
作者：程红玲;陈维政;
Author：
收稿日期： 年卷（期）页码：2011,(03):-75-80
期刊名称：四川大学学报(哲学社会科学版)
Journal Name：Journal of Sichuan University (Social Science Edition）
关键字：情绪失范行为;计划行为理论;情绪劳动
Key words：
基金项目：国家自然科学基金项目“基于员工对人力资源管理感知的工作场所偏离行为研究”(70972107)
中文摘要
服务业员工的情绪失范行为会降低顾客满意度,进而影响服务质量和组织绩效,甚至危害到组织的形象和声誉。然而,目前情绪劳动领域的研究主要关注员工的情绪调节行为,忽视了对情绪失范行为的研究。因此,探讨情绪失范行为的产生机制和影响因素,并提出相应的干预措施来防止情绪失范行为产生,具有非常重要的理论价值和现实意义。
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