传统行业情绪劳动对工作倦怠的影响机制研究

Research on the Influence Mechanism of Emotional Labor on Job Burnout in Traditional Industries

为降低顾客服务过程中员工的工作倦怠感,系统梳理了情绪劳动与工作倦怠的现有研究,确立出表层扮演、主动深层扮演、被动深层扮演的情绪劳动维度和情绪耗竭、去人性化、低成就感的工作倦怠维度,并引入组织氛围和心理授权两个组织差异变量,从全新视角完善情绪劳动影响工作倦怠的理论模型。186份跨行业企业职工调查问卷的实证研究结果显示:情绪劳动的表层扮演正向显著影响工作倦怠,被动深层扮演负向显著影响工作倦怠;情绪劳动的主动深层扮演与工作倦怠呈U型关系;组织氛围和心理授权在情绪劳动和工作倦怠的影响中调节效应显著。

In order to reduce the job burnout of staff in the process of customer service, the existing research of emotional labor and job burnout were reviewed. The dimension of emotional labor including surface acting, active deep acting and passive deep acting, and the dimension of job burnout including emotional exhaustion, depersonalization and low sense of achievement were established. Next, two organizational variables-organization atmosphere and psychological empowerment were introduced to improve the theoretical model of emotional labor affecting on job burnout from a new perspective. The results of the empirical study of 186 cross- industry employee surveys show that the surface acting of emotional labor has a significant positive effect on job burnout, the passive deep acting has significant negative effect on the job burnout, the relationship of active deep acting and job burnout is a U type, and the organizational climate and psychological empowerment have significant moderating effects on the effect of emotional labor to the lob burnout.