和谐关系导向的东方文化更促进情绪劳动吗?——一项基于中美公共部门雇员间的比较研究

Does Collectivism Promote Emotional Labor?——A Cross-country Comparison

情绪劳动是现代服务行业重要的绩效表现,公共服务部门也不例外,作为一种处理人际互动关系的劳动形式,情绪劳动无疑会受到传统文化规范的影响,注重关系和谐的人际规范是否更有利于开展情绪劳动呢?本研究采用跨国比较的方法,考察了中美两国公共部门雇员情绪劳动过程的异同。首先,研究采用多群组不变性检验论证了中国样本和美国样本间的可比性;接着,分析了情绪劳动与效能感、认同承诺和工作满意感之间的关系;之后,对比并综合分析了两组样本模型的异同。研究发现:两国间在情绪劳动加工策略水平上具有显著差异;效能感和认同承诺对情绪劳动策略的影响具有国别间差异;此外表层加工对工作满意感的消极影响发生在美国样本中,深层加工对工作满意感的积极影响发生在中国样本中。

Emotional labor is a certain of performance indicator widely required in service sectors including public service sectors. Although previous work leads to plenty of achievement in the domain of emotional labor, the research from a cross-country perspective is still scarce. The current study aims to explore the characteristic of emotional labor based on a comparison between China and America. After dealing with measurement invariance, the result shows a significant difference of emotional labor strategies between China and America. And the finding supports the different relationships of emotional labor, efficacy and identification commitment between two countries. Additionally,the effects of emotional labor strategies on job satisfaction between China and U.S. are proved discrepant.