如何缓冲表层扮演的耗损效应?工作支持和睡眠时间的调节作用

How to Buffer the Depleting Effect of Surface Acting? The Moderating Effect of Work Support and Sleep Quantity

为提高服务质量,服务型组织会要求员工向顾客展现积极情绪并压抑消极情绪。在这一表达规则下,员工需要不断地进行表层扮演以调整自己的情绪表达,但这会增加员工的情绪耗竭。因此,如何缓冲表层扮演对情绪耗竭的影响成为理论和管理实践关注的重点问题。本研究采用资源保存理论和生态一致理论构建了工作支持和睡眠时间对表层扮演和情绪耗竭之间关系的调节作用模型,针对49名医护人员,连续进行了5个工作日的调查,获得了217份个体内数据。利用这些数据,本研究对假设模型进行了检验。使用HLM6.08软件进行跨层次分析的结果表明:表层扮演对情绪耗竭的正向影响会随着睡眠时间的增长而减弱;工作支持在表层扮演和情绪耗竭之间的缓冲效应仅在睡眠时间较长的情况下才会成立。本研究的发现可以揭示表层扮演正向影响情绪耗竭的边界条件,还有利于识别工作支持缓冲表层扮演负面影响的边界条件。

In order to improve the customer service, service organizations require employees to express positive emotions to customers and suppress negative emotions. Under the guidance o f these display rules, employees need to continuously modify emotional display via surface acting. As a result, these employees may experience emotional exhaustion. Therefore, how to buffer the effect of surface acting on emotional exhaustion has become an important issue concerned by theory and management practice. This study adopts conservation of resource theory and ecological congruence theory to construct a model that work support and sleep quantity moderate the relationship between surface acting and emotional exhaustion. This study demonstrates the moderating role o f work support and sleep quantity. This study investigates 49 medical staff in the consecutive 5 working days and obtains 217 within-person questionnaires. Using these data, this study examines the hypothesized model. Using HLM 6.08 software, we obtain results of the hierarchical analysis which show that the positive effect of surface acting on emotional exhaustion will be weakened with the increase of sleep quantity and that the buffering role of work support on the relationship between surface acting and emotional exhaustion is only established when sleep quantity is long. Findings o f our study contribute to revealing the boundary condition o f the positive relationship between surface acting and emotional exhaustion and identifying the boundary condition when work support can buffer the negative effect o f surface acting.