情绪劳动对城市管理执法人员离职意向的影响机制研究

On Influence Mechanism of Emotional Labor on Turnover Intention of Law Enforcement Personnel in Urban Management

城市管理执法工作受到广泛关注,但学者们多从宏观视角探讨体制机制问题,很少关注执法人员情绪劳动特征及其影响。本文基于工作要求-资源模型,探讨了情绪劳动对城市管理执法人员离职意向的影响,以及工作倦怠的中介作用和组织支持感知、家庭支持感知的调节作用。对安徽、浙江、陕西、山西等中国中、东、西部地区城市管理执法人员的236份问卷调查数据显示:情绪劳动对工作倦怠、离职意向产生正向直接影响;工作倦怠在情绪劳动与离职意向之间起完全中介作用;家庭支持感知与组织支持感知在情绪劳动与工作倦怠之间起负向调节作用。本文结论不仅丰富了情绪劳动、离职意向等相关理论体系,更对提升城市管理执法队伍稳定性提供了现实启示。

The law enforcement work of urban management has been widely concerned,but scholars mostly discuss the problems of system and mechanism from a macro perspective,but seldom pay attention to the characteristics and influence of emotional labor of law enforcement personnel. This paper discusses the influence of emotional labor on the turnover intention of law enforcement personnel,as well as the mediating effect of job burnout and the regulating effect of organizational support perception and family support perception. Based on 236 questionnaire survey data of law enforcement personnel in Anhui,Zhejiang,Shaanxi,Shanxi and other central,eastern and western regions of China,it is shown that emotional labor has a direct and positive impact on job burnout and turnover intention. Job burnout plays a completely mediating role between emotional labor and turnover intention. Family support perception and organizational support perception play a negative regulating role between emotional labor and job burnout. The conclusion of this paper not only enriches relevant theoretical systems such as emotional labor and resignation tendency,but also provides practical enlightenment for improving the stability of law enforcement team in urban management.