负面互动事件对情绪劳动的作用机理:基于归因视角

The Mechanism of Negative Interactional Event on Emotional Labor:Based on Attributional Perspective

情绪劳动普遍存在于服务行业中,对于服务员工个人和顾客绩效都有重要的影响,近年来员工-顾客负面互动事件对情绪劳动的影响更受到关注。文章从导游员工视角出发,依据归因控制点理论将负面互动事件划分为归因顾客负面互动事件、归因自己负面互动事件和归因第三方负面互动事件,分别探讨三类负面互动事件对情绪劳动的影响。通过三次调查研究,共选取222名人均工作经验约2.1年的导游为调查样本,运用多元回归方法检验,结果表明:员工将负面互动事件归因顾客时,倾向于表层表演;员工将负面互动事件归因自己时,倾向于真实表达;员工将负面互动事件归因第三方时,倾向于深层表演。研究结果进一步完善了情绪劳动理论,为旅游业导游员工的管理实践提供一定理论指导。

Emotional labor is universal phenomenon in service area, which has an imporiant effect on individual and eustomer performance. Recent years, the antecedents of emotional labor have attracted researchers. According to locus attribution, negative interaction event eould be classified by customer attribution, self attribution and third-party attribution. In turn, we discuss the mechanism of three categories of negative interactional evenls and emotional labor strategies through three investiga- tions. We investigate 222 tour guides whose job experiences are 2.1 years per person, and use muhivariate regression analysis. The results show that： When employees attribute negative interactional event to customer, they will be inclined to use surface acting; When employees attribute negative interactiunal event to themselves, they will be inclined to use genuine expression; When employees attribute negative interaetional event to third-party, they will be inclined to use deep acting. The resuhs make emotional labor theory further improvement and provide theoretical guidelines for tourism management praectice.