情绪劳动对服务业员工都是一样的吗?——消极情感和社会技能的调节作用

Is Emotional Labor the Same to All employees in the Service Industry?——the Moderating Effect of Negative Affectivity and Social Skill

本文检验了表层扮演和深层扮演分别与情绪展现规则和工作倦怠之间的关系,并探讨了消极情感和社会技能对上述关系的调节作用。研究结果表明,情绪展现规则能带来深层扮演,而其与表层扮演之间的关系受到消极情感与社会技能的调节。对消极情感较高和(或)社会技能较低的个体而言,情绪展现规则促进了表层扮演。表层扮演与工作倦怠之间具有正相关关系,而对消极情感较高的个体而言,两者之间的关系要更强。

This study tested the relationship between surface acting ＆ deep acting and emotional display rule ＆ burnout and also tested the moderating effect of negative affectivity and social skill on the relationship above. Results showed that, emotional display rule was positively related to deep acting, but not to surface acting; Negative affectivity and social skill moderated the relationship between emotional display rule and surface acting. For those high in negative affectivity and （or） low in social skill, emotional display rule was positively related to surface acting. For those low in negative affectivity and （or） high in social skill, emotional display rule was negatively related to surface acting. Deep acting was not significantly related to burnout, but surface acting was positively related to burnout. For those high in negative affectivity, the relationship between surface acting and burnout was stronger.