表层扮演对员工离职倾向的影响:情绪耗竭的中介作用与组织支持的调节效应

Surface Acting,Emotional Exhaustion and Turnover Intentions:The Mediating Effect of Emotional Exhaustion and the Moderating Effect of Organizational Support

随着消费经济的兴起与服务业的发展,企业服务性岗位员工因情绪劳动引发的负面效应越来越受到理论界和实践界的关注。文章基于资源保护理论与组织支持理论,以通讯公司客服人员为研究对象,探讨表层扮演对离职倾向的影响机制,重点分析情绪耗竭的中介作用与组织支持的调节效应。研究发现:表层扮演会影响员工的离职倾向;情绪耗竭在表层扮演与离职倾向的正向关系间具有完全中介作用;组织支持感和主管支持感对表层扮演和情绪耗竭的关系具有调节效应。研究结论丰富和发展了情绪劳动的理论模型,并提出企业可以采取相应的干预措施缓解员工由于表层扮演带来的情绪耗竭和离职倾向问题。

With the rise of consumer economy and the development of service industry,the negative effects of emotional labor caused by employees in service posts are more and more concerned in both theory and practice.This study examined the relationships of surface acting with emotional exhaustion and turnover intentions,according to Conservation of Resources and Organizational Support Theory.The questionnaires that were used to measure surface acting,emotional exhaustion,turnover intentions,perceived organizational support(POS)and perceived supervisor support(PSS)were distributed to employees in a customer service department at a Chinese mobile phone company.The research findings revealed that emotional exhaustion fully mediates the positive relationship between surface acting and turnover intentions;POS and PSS moderates the relationship between surface acting and emotional exhaustion.The research conclusion enriches and develops the theoretical model of emotional labor,and proposes that enterprises can take corresponding interventions to alleviate the emotional exhaustion and turnover intentions of employees due to surface acting.