负面情感事件对一线服务人员情绪、满意及承诺的影响——以高交互服务行业为例

On the Effect of Negative Emotional Events on the Emotion,Satisfaction and Commitment of Frontline Employees:Taking High-interactive Service Industry as An Example

高交互性是服务行业的重要特征之一,服务过程中,服务人员会与顾客高频率接触,并通过与顾客的互动传递服务价值。在服务传递过程中通常会伴随出现一些情感事件,多为服务失败等负面情感事件,影响服务人员的情绪和满意。该研究在文献回顾的基础上,构建了高交互服务行业中情感事件对一线服务员情绪影响的模型,并以餐饮业为例对模型进行了实证检验,最终证实:管理者关怀导向和雇员的事件归因会对员工负面情绪产生影响,并最终影响其内部补救后的满意和情感承诺;同时,服务人员的情绪智力差异对模型起到调节作用。最后,文章阐述了研究结论与不足和下一步的研究方向。

High interaction is one of the important features of service industry. During the process of service, staff would have highly frequent contact with customers and service value is delivered through these interactions. Normally some emotional events will be accompanied, most of which are negative emotional events. They will affect the emotion and satisfaction of the staff. Based on the retrospect of literature, the study constructs the model which indicates that emotional events will have impact on the emotion of frontline staff in high-interactive industry and makes empirical testing under catering circumstance. The paper finally concludes that manager＇s care-orientation and events attribution will have negative impact on the staff and affect their satisfaction and emotional commitment after internal remedial measures. Meanwhile, staff＇ s emotional intelligence differences will have moderating effect on the model. Finally, the authors elaborate the study conclusion and drawback as well as future orientation for studies.