摘要
从情绪劳动的概念内涵、结构维度、影响因素和产出4个方面对国外的相关主要研究成果进行了系统梳理和评价。研究表明,员工个体特征是其情绪劳动影响因素的直接预测变量;情境因素与组织因素是情绪劳动的重要调节变量;情绪劳动是影响员工工作产出、顾客服务感知和企业整体绩效的重要因素。
This paper reviews the concept, dimensions, antecedents and outcome of emotional la- bor systematically. The research findings are： personal Characteristics is directly related with emo- tional labor, the context and organizational environment are the critical moderating variables that can influence emotional labor; emotional labor is an important factor that affects employees~ job outcome, customer perceived service quality and organizational performance.
出处
《管理学报》
CSSCI
北大核心
2013年第9期1399-1404,共6页
Chinese Journal of Management
基金
教育部人文社会科学规划基金资助项目(09YJC630234)
关键词
情绪劳动
维度
影响因素
产出
emotional labor
dimension
influence factor
outcome
