表现规则的强制性与情绪耗竭:角色认同的中介作用

Compulsoriness of Display Rules and Emotional Exhaustion:Mediation of Role Identification

为了探讨管理者对情绪表现规则的强制性要求对于员工情绪耗竭的影响,通过对612名服务行业员工的调查并利用逐步线形模型(HLM)进行数据分析,发现管理者对情绪表现规则的重视与员工情绪耗竭呈正相关,这表明管理者对情绪表现规则的强制性要求而非工作对员工情绪耗竭有重要影响。另外,员工的职业角色认同是管理者对情绪表现规则的强制性要求与员工情绪耗竭的中介变量,但自我效能不起中介作用。

In order to study the influence of managers＇ compulsory requirement of display rules on employees＇ emotional exhaustion,by investigation of 612 employees in service industry and data analysis with Hierachical Linear Model（HLM）,it is found that there is a positive correlation between managers＇ emphasis on emotional display rules and employees＇ emotional exhaustion,which means managers＇ compulsory requirement of display rules on emotion instead of work has a great influence on employees＇ emotional exhaustion.Besides,employees＇ professional role identification is the intermediate variable between managers＇ emphasis on emotional display rules and employees＇ emotional exhaustion,but self-efficacy does not have the intermediate effect.