人力资源管理视角的情绪工作研究综述

Review of the Research on Emotion Work: From the Perspectives of Human Resources Management

在服务经济时代,组织更加依赖员工个人的即时表现来影响顾客对服务质量的感知,员工负担的情绪工作要求员工运用情绪能量、承担情绪负荷,本质上是组织对员工个人情绪资源的管理。通过从人力资源管理的视角对情绪工作的相关研究文献进行了回顾,探讨了从人力资源管理视角对情绪工作进行深入研究的机会。

Emotion work is a very important source of customer sense of service quality. Positive emotional performance of employee is necessary for service enterprises to obtain competitive advantages. Emotion work requires the application of emotion resources and the load of emotional labor. The nature of emotion work is to manage the emotion resources of employee. Recent literatures concerning emotion work was reviewed, from the human resources management, including the personality, socialization, social support, etc. The trend of this field was also discussed.