组织公平感与情绪劳动策略关系的实证研究

Empirical Research on the Relationship between Organizational Justice and Emotional Labor Strategies

情绪劳动是服务领域普遍存在的现象,无论对服务员工个人还是组织绩效都有重要的影响。将组织公平理论引入到情绪劳动研究领域中,探讨四维结构的组织公平感对情绪劳动三种表演策略产生何种影响。通过对多个服务行业的213名员工进行调查和数据分析,结果表明:程序公平可以抑制一线服务员工的表层表演,促进深层表演和真实表达;分配公平对真实表达有显著促进作用;领导公平对深层表演有显著促进作用。研究结果将聚焦于个人和情境因素的情绪劳动前因研究拓展到了组织领域,进一步深化已有理论认识,使情绪劳动理论更加完整,同时也为服务员工的管理实践以理论指导。

Emotional labor is a universal phenomenon in service area, which has important effect on service employee or organizational performance. We introduce organizational justice theory to emotional labor＇s research area and discuss what effect four-dimensional structure of organizational justice has on three strategies of emotional labor. Through the investigation of 213 service industries＇ employee and data analysis, the results show that： procedural justice has significant negative effect on surface acting, positive effect on deep acting and expression of naturally felt emotions; distributive justice has significant positive effect on expression of naturally felt emotions; leader justice has significant positive effect on deep acting. Research results expand the antecedent of emotional labor to organizational domain which focus on personal and situational factors before, further deepen existing emotional labor theory and make emotional labor theory more completion. These results also provide theory guide for service organization management practices.