情绪劳动对组织承诺的影响研究

被引：8

作者：

李相玉 ^{[1
]}

徐彪 ^{[2
]}

李嘉 ^{[1
]}

杨忠 ^{[1
]}

机构：

[1] 南京大学商学院

[2] 南京大学政府管理学院

来源：

南京社会科学 | 2014年 / 10期

关键词：

情绪劳动; 工作倦怠; 组织承诺; 一线员工; 服务互动;

D O I：

10.15937/j.cnki.issn1001-8263.2014.10.028

中图分类号：

F272.92 [人事管理];

学科分类号：

摘要：

随着服务业的发展,服务人员的低组织承诺、高离职率逐渐引起了学界和实践界的重视,服务业一线员工高情绪负荷的工作特征是导致员工低组织承诺的一个重要原因。本研究探讨了情绪劳动对组织承诺三个维度(情感承诺、继续承诺、规范承诺)的作用机制。研究发现:(1)情绪劳动越多工作倦怠的程度也越高;(2)员工的工作倦怠对继续承诺、情感承诺、规范承诺皆有负向作用;(3)工作倦怠在情绪劳动与三种组织承诺之间有部分中介作用。

引用

页码：14 / 21

页数：8

共 16 条

[1] 公共危机事件后的政府信任修复
徐彪
[J]. 中国行政管理, 2013, (02) : 31 - 35
[2] Moderating effects of attributions on the relationship between emotional dissonance and surface acting: a transactional approach to health care professionals’ emotion work[J] . Antonio Crego,David Martínez‐I?igo,Franziska Tschan.J Appl Soc Psychol . 2013 (3)
[3] The role of perceived organizational support on emotional labor in the airline industry
Moon, Tae Won
Hur, Won-Moo
Jun, Jae-Kyoon
[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2013, 25 (01) : 105 - 123
[4] Emotional intelligence and emotional labor acting strategies among frontline hotel employees
Kim, Taegoo
Yoo, Joanne Jung-Eun
Lee, Gyehee
Kim, Joungman
[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2012, 24 (07) : 1029 - 1046
[5] The influence of emotional labour and emotional work on the occupational health and wellbeing of South Australian hospital nurses
Pisaniello, Sandra L.
Winefield, Helen R.
Delfabbro, Paul H.
[J]. JOURNAL OF VOCATIONAL BEHAVIOR, 2012, 80 (03) : 579 - 591
[6] Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance[J] . Ziguang Chen,Hongwei Sun,Wing Lam,Qing Hu,Yuanyuan Huo,JianAn Zhong.The International Journal of Human Resource Management . 2012 (4)
[7] Associations of personality and emotional intelligence with display rule perceptions and emotional labour[J] . Elizabeth J. Austin,Timothy C.P. Dore,Katharine M. O’Donovan.Personality and Individual Differences . 2007 (3)
[8] Development and validation of the hospitality emotional labor scale
Chu, Kay Hei-Lin
Murrmann, Suzanne K.
[J]. TOURISM MANAGEMENT, 2006, 27 (06) : 1181 - 1191
[9] The dimensionality and antecedents of emotional labor strategies[J] . James M. Diefendorff,Meredith H. Croyle,Robin H. Gosserand.Journal of Vocational Behavior . 2004 (2)
[10] Emotional labor: A conceptualization and scale development[J] . Theresa M Glomb,Michael J Tews.Journal of Vocational Behavior . 2003 (1)

← 1 2 →