服务业员工情绪劳动策略效能的实证研究

An Empirical Study on the Efficiency of Emotional Labor Strategy in Service Company

有关服务业中情绪劳动的管理研究正在引起关注。已有研究认为员工的情绪智力影响情绪劳动中的工作绩效、工作满意度以及工作压力感,本文进一步提出个体的情绪劳动策略对此起到中介作用。通过对电信服务业员工情绪智力、情绪劳动策略和工作绩效、工作满意度、压力感的实证分析,发现情绪劳动策略在情绪智力和员工的工作绩效、工作满意度和工作压力感之间起到部分中介作用。研究结果对服务型企业的人力资源管理实践具有一定的借鉴意义。

Emotional labor in the service industry has attracted more and more attentions in management research field. Researchers have found that employee＇s emotional intelligence may affect job performance,job satisfaction and job stress. This paper pushes it further and puts forward that the emotional labor strategy might be the mediating element of the above relationship. Based on an empirical study of employees from telecommunication service industry,this paper examines the relationship among employee＇s emotional intelligence,emotional labor strategy,job performance,job satisfaction and job stress. It concludes that emotional labor strategies partly mediate the relationship between emotional intelligence and job performance,job satisfaction as well as job stress. The result of this paper is meaningful for human resource management in service companies.