摘要
本文以情绪劳动高发的服务行业员工为研究对象,探讨两种情绪劳动策略(深层扮演/真情vs表层扮演/假意)对员工退缩行为的作用机制,并检验工作倦怠的中介效应,同时引入内部动机概念检验其在工作倦怠和工作退缩行为间的调节作用。基于来自服务行业的343份调查数据,运用多层回归的分析方法发现,情绪劳动策略中深层扮演(真情)负向影响工作倦怠,表层扮演(假意)正向影响工作倦怠,且两种情绪劳动策略通过工作倦怠的中介效应进一步影响到工作退缩行为。员工内部动机在工作倦怠与工作退缩行为的关系中存在负向调节效应,内部动机较强时,工作倦怠对员工工作退缩行为的影响越弱,反之则越强。此外,内部动机还对工作倦怠在情绪劳动与工作退缩行为的中介效应有调节作用。
Taking employees with high emotion labor in service industry as research objects, this study examine the effect of two emotion labor strategies （deep acting vs surface acting） on withdrawal behavior, and the mediating role of job burnout and the moderating role of intrinsic motivation. Conducting multiple regression analysis based on the questionnaire survey of 343 employees in different service enterprises, the results show that deep acting plays a negative effect on job burnout, while surface acting has a positive effect on job burnout. Both these two emotional labor strategies influence withdrawal behavior through the mediating effect of job burnout. Intrinsic motivation moderates the relationship between job burnout and withdrawal behavior： The higher the intrinsic motivation, the weaker is the relationship. In addition, intrinsic motivation moderates the indirect relationships between emotion labor and withdrawal behavior via job burnout.
作者
李新田
彭鹏
Li Xintian;Peng Peng(School of Business, Shandong Jianzhu University, Jinan 250101;School of Business, Qingdao University of Technology, Qingdao 266520)
出处
《中国人力资源开发》
北大核心
2018年第6期50-61,共12页
Human Resources Development of China
基金
国家自然科学基金青年项目(71602097)
山东建筑大学博士基金(XNBS1643)
关键词
情绪劳动
工作倦怠
内部动机
工作退缩行为
Emotional Labor
Burnout
Intrinsic Motivation
Withdrawal Behavior
