权变视角下的情绪劳动:调节变量及其作用机制

Understanding emotional labor from a contingent perspective: A review on moderating variables and mechanisms

调节变量是近年来情绪劳动研究关注的重点问题之一。实证研究显示,反映员工个体特征、工作情境特征的多组变量以及文化情境对情绪劳动效应具有显著的调节作用。权变视角下的情绪劳动研究发现:(1)展现规则在组织、行业、文化三个不同水平影响个体在工作场所的情绪表达;(2)表层扮演潜在的消极效应可以借助个体内在的保护机制或通过组织管理干预被削弱、消除,甚至是转化为积极的力量;(3)深层扮演的积极效应具有较高的跨人群、跨情境稳定性;(4)文化情境对情绪劳动作用过程具有重要的约束作用。在一定条件下,情绪劳动要求、情绪劳动行为都可以成为有益于员工的组织生活要素。

Exploration of moderators has been one of the major theoretical focus of emotional labor literature in recent years. Our review on the empirical studies indicated that a great variety of variables in three aspects--individual difference, job context and culture--had significant moderating effects on the effects of emotional labor. By taking a contingent perspective on emotional labor, we found that： （I） the display rules at organizational, industrial and cultural levels could exert different yet related influence on individual emotion expression in workplace; （II） the potential detrimental effect of surface acting could be possibly buffered, eradicated or even turned into positive one by means of either individual internal mechanism or organizational management intervention; （III） deep acting had a positive effect consistently across individuals and contexts; （IV） cultural context functioned as an important boundary condition for emotional labor process. It was revealed that both emotional labor requirements and regulation behaviors could possibly bring benefits to employees.