组织内部的情绪劳动:物质回报和人际关系的影响

Emotional Labor with Organizational Members: the Impact of Reward and Interpersonal Relationship

已往的情绪劳动研究主要以员工—顾客服务接触过程为研究背景,较少关注组织内部工作互动过程中员工的情绪付出。在中国文化背景下,通过问卷调查数据,从人际关系的视角探讨组织内部情绪劳动的产生机制,结果表明:在员工—同事互动情景下,情绪表现规范的正式化程度对表面表演有显著的正向影响,物质回报和人际关系紧密程度对二者之间的关系有调节作用;在员工—上司互动情景下,情绪表现规范的正式化程度对深层表演有显著的正向影响,人际关系紧密程度对二者之间的关系有调节作用。研究结论揭示了组织内部情绪劳动的触发机制和产生条件及其在中国文化背景下的特殊性和普遍性,有助于组织对员工情绪劳动进行及时的管理和干预。

Previous emotional labor research has mostly focused on employee-customer service interaction.In the context of Chinese culture,this paper explores the motivation mechanism of emotional labor with coworkers and supervisors from the perspective of interpersonal relationship.Results from a sample of 305 employees demonstrate that:1)the explicitness of emotional display rule(EDR)is positively related to surface acting in employee-coworker interaction,and the relationship between explicitness of EDR and surface acting is significantly moderated by reward and closeness of interpersonal relationship;2)the explicitness of emotional display rule is positively related to deep acting in employee-supervisor interaction,and the relationship between explicitness of EDR and deep acting is significantly moderated by closeness of interpersonal relationship.The theoretical contributions and empirical implications are discussed at the end of the paper.