组织内部的情绪劳动:物质回报和人际关系的影响
Emotional Labor with Organizational Members: the Impact of Reward and Interpersonal Relationship
作者：程红玲;
Author：
收稿日期： 年卷（期）页码：2019,224(05):-171-182
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：情绪劳动;物质回报;人际关系;情绪表现规范
Key words：
基金项目：教育部人文社会科学研究规划基金项目“关系视角下情绪劳动的产生机制及影响作用研究”(13YJA630011);;
四川大学中央高校基本科研业务费研究专项项目“组织内部工作互动过程中员工的情绪劳动研究”(skqy201416)
中文摘要
已往的情绪劳动研究主要以员工—顾客服务接触过程为研究背景,较少关注组织内部工作互动过程中员工的情绪付出。在中国文化背景下,通过问卷调查数据,从人际关系的视角探讨组织内部情绪劳动的产生机制,结果表明:在员工—同事互动情景下,情绪表现规范的正式化程度对表面表演有显著的正向影响,物质回报和人际关系紧密程度对二者之间的关系有调节作用;在员工—上司互动情景下,情绪表现规范的正式化程度对深层表演有显著的正向影响,人际关系紧密程度对二者之间的关系有调节作用。研究结论揭示了组织内部情绪劳动的触发机制和产生条件及其在中国文化背景下的特殊性和普遍性,有助于组织对员工情绪劳动进行及时的管理和干预。
参考文献
(1)A.A.Grandey,“Emotion Regulation in the Workplace:A New Way to Conceptualize Emotional Labor,”Journal of Occupational Health Psychology,Vol.5,No.1,2000,pp.95-110.
(2)B.A.Scott and C.M.Barnes,“A Multilevel Field Investigation of Emotional Labor,Affect,Work Withdrawal,and Gender,”The Academy of Management Journal,Vol.54,No.1,2011,pp.116-136;廖化化、颜爱民:《情绪劳动与工作倦怠---一个来自酒店业的体验样本研究》,《南开管理评论》2016年第4期,第147-158页。
(3)刘朝:《基于多层线性模型的情绪劳动、情绪状态和工作退缩行为关系研究》,《管理学报》2013年第4期,第545-552页。赵慧军、席燕平:《情绪劳动与员工离职意愿---情绪耗竭与组织支持感的作用》,《经济与管理研究》2017年第2期,第80-86页。
(4)M.Bechtoldt,C.Welk,D.Zapf and J.Hartig,“Main and Moderating Effects of Self-Control,Organizational Justice,and Emotional Labor on Counterproductive Behavior at Work,”European Journal of Work&Organizational Psychology,Vol.16,No.4,2007,pp.479-500;莫申江、施俊琦:《情绪劳动策略对主动破坏行为的影响》,《心理学报》2017年第3期,第349-358页。
(5)A.A.Grandey and A.S.Gabriel,“Emotional Labor at a Crossroads:Where Do We Go from Here?”Annual Review of Organizational Psychology and Organizational Behavior,Vol.2,No.1,2015,pp.323-349.
(1)Blake E.Ashforth and R.H.Humphrey,“Emotional Labor in Service Roles:The Influence of Identity,”The Academy of Management Review,Vol.18,No.1,1993,pp.88-115;A.A.Grandey,J.H.Kern and M.R.Frone,“Verbal Abuse from Outsiders versus Insiders:Comparing Frequency,Impact on Emotional Exhaustion,and the Role of Emotional Labor,”Journal of Occupational Health Psychology,Vol.12,No.1,2007,pp.63-79.
(2)T.Huyghebaert,et al,.“Investigating the Longitudinal Effects of Surface Acting on Managers'Functioning through Psychological Needs,”Journal of Occupational Health Psychology,Vol.23,No.2,2018,pp.207-222;杨琛、李建标:《情绪和谐还是情绪失调更有利于员工提高绩效?---基于领导者情绪劳动的实验研究》,《管理评论》2017年第5期,第64-74页。
(3)James M.Diefendorff and G.J.Greguras,“Contextualizing Emotional Display Rules:Examining the Roles of Targets and Discrete Emotions in Shaping Display Rule Perceptions,”Journal of Management,Vol.35,No.4,2009,pp.880-898;Constance Noonan Hadley,“Emotional Roulette?Symmetrical and Asymmetrical Emotion Regulation Outcomes from Coworker Interactions about Positive and Negative Work Events,”Human Relations,Vol.67,No.9,2014,pp.1073-1094.
(4)黄光国:《儒家关系主义:文化反思与典范重建》,北京:北京大学出版社,2006年,第5-10页;Christina M.Moran,J.M.Diefendorff and G.J.Greguras,“Understanding Emotional Display Rules at Work and Outside of Work:The Effects of Country and Gender,”Motivation&Emotion,Vol.37,No.2,2013,pp.323-334;Joseph A.Allen,J.M.Diefendorff and Y.Ma,“Differences in Emotional Labor across Cultures:A Comparison of Chinese and U.S.Service Workers,”Journal of Business&Psychology,Vol.29,No.1,2014,pp.21-35.
(5)Grandey,“Emotion Regulation in the Workplace,”pp.95-11;Céleste M.Brotheridge and A.A.Grandey,“Emotional Labor and Burnout:Comparing Two Perspectives of‘People Work’,”Journal of Vocational Behavior,Vol.60,No.1,2002,pp.17-39.
(6)J.M.Diefendorff and Meredith H.Croyle,“Antecedents of Emotional Display Rule Commitment,”Human Performance,Vol.21,No.3,2008,pp.310-332;A.A.Grandey,N.Chi and J.A.Diamond,“Show Me the Money!Do Financial Rewards for Performance Enhance or Undermine the Satisfaction from Emotional Labor,”Personnel Psychology,Vol.66,No.3,2013,pp.569-612.
(1)Grandey,“Emotion Regulation in the Workplace,”pp.95-110.
(2)Elizabeth Wolfe Morrison,“Role Definitions and Organizational Citizenship Behavior:The Importance of the Employee's Perspective,”The Academy of Management Journal,Vol.37,No.6,1994,pp.1543-1567.
(1)黄光国:《儒家关系主义:文化反思与典范重建》,第5-10页。
(2)Ying Chen,et al,.“Supervisor-Subordinate Guanxi:Developing a Three-Dimensional Model and Scale,”Management&Organization Review,Vol.5,No.3,2009,pp.375-399;Xiao-Ping Chen and S.Peng,“Guanxi Dynamics:Shifts in the Closeness of Ties between Chinese Coworkers,”Management&Organization Review,Vol.4,No.1,2008,pp.63-80.
(3)黄光国:《儒家关系主义:文化反思与典范重建》,第66-69页。
(1)Diefendorff and Croyle,“Antecedents of Emotional Display Rule Commitment,”pp.310-332.
(2)R.H.Gosserand and J.M.Diefendorff,“Emotional Display Rules and Emotional Labor:The Moderating Role of Commitment,”Journal of Applied Psychology,Vol.90,No.6,2005,pp.1256-1264.
(1)谢家琳:《实地研究中的问卷调查法》,陈晓萍、徐淑英、樊景立主编:《组织与管理研究的实证方法》,北京:北京大学出版社,2012年,第189-210页。
(2)Céleste M.Brotheridge and R.T.Lee,“Development and validation of the Emotional Labor Scale,”Journal of Occupational&Organizational Psychology,Vol.76,No.3,2003,pp.365-379.
(3)邬佩君:《第一线服务人员之情绪劳动的影响因素与其结果之关系:以银行行员为例》,台湾国立政治大学心理学研究所硕士学位论文,2003年,第102页。
(4)Gareth R.Jones,“Socialization Tactics,Self-Efficacy,and Newcomers'Adjustments to Organizations,”The Academy of Management Journal,Vol.29,No.2,1986,pp.262-279.
(1)Robert Eisenberger and J.Aselage,“Incremental Effects of Reward on Experienced Performance Pressure:Positive Outcomes for Intrinsic Interest and Creativity,”Journal of Organizational Behavior,Vol.30,No.1,2009,pp.95-117.
(2)Myron Wish,M.Deutsch and S.J.Kaplan,“Perceived Dimensions of Interpersonal Relations,”Psychology of Social Situations,Vol.33,No.3,1981,pp.113-129.
(1)Leona S.Aiken and S.G.West,Multiple Regression:Esting and Interpreting Interactions,Newbury Park:Sage,1991,pp.119-120.
(1)Grandey,Chi and Diamond,“Show Me the Money!Do Financial Rewards for Performance Enhance or Undermine the Satisfaction from Emotional Labor?”pp.569-612;Diefendorff and Croyle,“Antecedents of Emotional Display Rule Commitment,”pp.310-332.
(2)孟昭兰:《情绪心理学》,北京:北京大学出版社,2005年,第72-76页.
(3)Diefendorff and Croyle,“Antecedents of Emotional Display Rule Commitment,”pp.310-332.
(4)Laura Von Gilsa,et al,.“There Is More than Obeying Display Rules:Service Employees'Motives for Emotion Regulation in Customer Interactions,”European Journal of Work&Organizational Psychology,Vol.23,No.6,2014,pp.884-896.
(1)Thorsten Hennig-Thurau,et al,.“Are All Smiles Created Equal?How Emotional Contagion and Emotional Labor Affect Service Relationships,”Journal of Marketing,Vol.70,No.3,2006,pp.58-73.
【关闭】
