情绪劳动对组织公民行为的作用机制:基于中国文化情境视角的研究

The Mechanism between Emotional Labor and Organizational Citizenship Behavior： based on Chinese Context Research

聚焦我国服务业情境，揭示心理资本和服务氛围在情绪劳动与组织公民行为之间的调节作用。通过对员工多个阶段的调研，取得312份有务员工调研数据，研究结果表明：过多从事表层表演员工，会降低从事组织公民行为四个维度的频率和强度，具体包括个体指向组织公民行为、群体指向组织公民行为、组织指向组织公民行为和社会指向组织公民行为；深层表演的效应与之相反，深层表演越高，越能促进组织公民行为的四个维度；此外，服务氛围能够减弱表层表演与群体指向组织公民行为、社会指向组织公民行为之间的负向关系；心理资本也能够减弱表层表演与组织公民行为四个维度之间的负向关系。

The paper focuses on Chinese service industry, discloses the moderation effect of psychological emotional labor and service climate on the relationship between emotional labor and organizational citizenship behavior. We take mult-time investigation and obtain 312 staff data in catering industry, the research results are as follows. Surface acting has negative influence on the four dimensions of organizational citizenship behavior; Deep acting has positive influence on the four dimensions of organizational citizenship behavior; Service climate has a positive moderating effect on the relationship between surface acting and goup foei, social loci organizational citizenship behavior; Psychological capital has a positive moderating effect on the relationship between surface acting and the four dimensions of organizational citizenship behavior.