情绪劳动、工作倦怠与组织承诺:组织支持感的调节作用被引量：12

Emotional Labor,Burnout and Organizational Commitment: Moderation by Perceived Organizational Support

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摘要情绪劳动在服务业中是普遍现象,长期的情绪劳动会让一线服务员工感到压抑、身心疲惫。基于对374个电话接线员的问卷调查数据,对情绪劳动、工作倦怠与组织承诺的关系以及组织支持感的调节作用进行实证分析的结果表明:情绪劳动对工作倦怠有正向的影响,工作倦怠对组织承诺有负向的影响;组织支持感在工作倦怠与组织承诺的关系中有调节作用,组织支持感越高,工作倦怠对组织承诺的负向影响越弱。因此,应通过促进管理创新来增强员工的组织支持感,进而缓解员工从事情绪劳动工作产生的负面影响。 Emotional labor is a common phenomenon in the service industry,the front- line employees will feel depressed and tired during the long- term emotional labor. According to the survey of 374 telephone operators,the result of empirical analysis shows: emotional labor generates a positive effect on burnout,burnout triggers a negative effect on organizational commitment,and perceived organizational support promotes a moderated effect on the relationship between burnout and organizational commitment. The higher the perceived organization support,the weaker the negative effect of burnout on the organizational commitment. Therefore,it is favorable to enhance the employees' perceived organizational support by promoting management innovation,so as to alleviate the negative impacts on working by emotional labor.

作者李嘉徐彪李相玉杨忠

机构地区南京大学商学院南京大学政府管理学院

出处《江海学刊》 CSSCI 北大核心 2015年第3期215-220,239,共6页 Jianghai Academic Journal

基金国家自然科学基金项目"团队知识共享跨层次研究:前因结构与有效性--中国情境文化特征的调节作用"(项目号:71272106) 国家自然科学基金项目"公共信任危机的形成及治理机制研究"(项目号:71473116)的阶段性成果江苏省教育厅哲学社会科学基金项目"情绪劳动对员工倦怠及绩效的影响研究"(项目号:2011SJD630010) 南京大学文科青年基金项目资助

关键词情绪劳动工作倦怠组织承诺组织支持感资源保存理论

分类号 F272.92 [经济管理—企业管理]

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参考文献11

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