服务行业员工的人格特质、情绪劳动策略与心理健康的关系

How Does Personality Relate to Mental Health in Service Industry Setting? The Mediating Effects of Emotional Labor Strategies

研究采用问卷法,抽取服务行业员工样本357份,探讨人格特质(QZPS)、情绪劳动策略对心理健康的作用机制。结果显示:(1)在QZPS中,善良预测较少的表层动作,较多的自动调节;才干预测较多的深层加工;行事风格预测较多自动调节;情绪性预测较少的深层加工;他人指向预测较少的表层调节,较多的自动调节;自我指向预测较多的深层调节;事物指向预测较多的自动调节和深层加工,较少的表层动作。(2)表层劳动预测较差的心理健康,深层劳动和自动调节预测较好的心理健康。(3)表层动作在善良、他人指向与心理健康之间起显著中介作用,深层加工在情绪性、才干、自我指向、事物指向与心理健康之间起显著中介作用。自动调节在善良、行事风格、事物指向与心理健康之间起显著的中介作用。(4)外向性可直接作用于心理健康。研究显示,外向性、善良、才干、行事风格、他人指向、自我指向、事物指向等QZPS特质高分者都比较容易适应服务行业,"情绪性"高分者从事服务行业工作将有较大的心理健康代价。另外,从深层调节和自动调节角度开展心理健康培训、职业心理咨询及自我调节,可增强员工对服务工作的适应性,并促进心理健康。

The study investigated the correlations between personality traits,emotional labor strategies and mental health in service industry settings.Substantial literature has suggested that there is a significant relation between personality traits（e.g.,extraversion,neuroticism） and mental health.However,personality traits are associated with emotional labor– that is,emotion regulation in workplace.Emotional labor strategies include surface action,deep action,and autonomic action,and they also have different effects on mental health.The present study examined the mediating effects of emotional labor strategies upon personality traits and mental health in a group of employees from service industry settings. 357 employees recruiting from nine local industry settings took part in the current study.All of them were administered with a set of questionnaires assessing personality by the QZPS Chinese Personality Scale（Wang Cui,2004）,measuring emotional labor strategies by Scale of Emotional Labor（Diefendorff,Croyle,and Gosserand,2005）.Measurement of mental health indexes included Emotional Exhaustion Scale（Simpson Stroh,2004）,Psychological Inauthenticity Scale（Simpson Stroh,2004）,and Scale of Physical Psychological Strain（Siu,Spector,Cooper, Lu,2005）. A series of path analyses were conducted to test 1） the relations between traits,emotional labor strategies,and mental health state in multiple indexes,and 2） the mediation of emotional labor strategies upon the traits and mental health indexes.Results demonstrated that：（1） in QZPS,Kindness predicted less surface acting,and more autonomic regulation;Capability predicted better deep-acting;Working style predicted more autonomic regulation.Emotionality predicted less deep action;Others-orientation predicted less surface-acting and more autonomic regulation,Self-orientation predicted more deep-acting;Object-orientation predicted more deep and autonomic regulation,and less surface-acting;（2） surface action predicted worse mental health and deep action and autonomic action predicted better mental health;（3） surface-acting mediated the effects of traits（kindness,and others-orientation） upon mental health,deep-acting mediated the effects of traits（emotionality,capability,self-orientation,and object-orientation） upon mental health,and autonomic regulation mediated the effects of traits（kindness,working style,and object–orientation） upon mental health;and（4） extraversion predicted better mental health directly. The results indicated that people with higher scores on Extraversion,Kindness,Capability,Working style,Object-orientation,Self-and Others-Orientation could be considered as better candidates working in service industry settings.Candidates with a higher score on Emotionality could be regarded as a less adaptive one at the working situation.Professional psychological training and psychological counseling for employees working in service industry settings should focus on how to facilitate more autonomic action and deep action so as to maintain and improve mental health.The present study provided evidences for potential applications in personnel assessment,recruitment,and occupational health improvement in service industry settings.