酒店实习生组织支持感、组织自尊与情绪劳动关系研究

A Study on the Relationship among Organizational Support, Organization-Based Self-Esteem and Emotional Labor of Hotel Interns

酒店业作为传统的劳动密集型服务行业,由于在工作过程中需要付出情绪劳动导致酒店员工离职率偏高,以大学生为主的实习生成为了酒店员工的重要群体。本研究以社会交换理论为基础,构建以组织自尊为中介变量,组织支持感与情绪劳动的关系模型,综合考量和探讨酒店实习生在工作过程中个人与组织因素对其情绪劳动的影响研究。研究发现组织支持感、组织自尊对情绪劳动均具有显著正向影响,即组织支持感、组织自尊越高,酒店实习生越倾向于采用深层行为,组织自尊在二者之间起完全中介作用。基于此,酒店在管理实习生过程中应着重提升组织自尊感,重视其情绪劳动发生的变化。

The hotel industry is a traditional labor-intensive service industry, the hotel industry has a high turnover rate of hotel employees due to the emotional labor required in the work process. Interns of college student have become an important part of the hotel staff. Based on the theory of social exchange, this research constructs a model of the relationship between organizational support and emotional labor with organizational self-esteem as an intermediary variable, comprehensively considers and explores the influence of personal and organizational factors on emotional labor of hotel interns in the working process. Studies have found that both organizational support and organizational self-esteem have significant effects on emotional labor,, that is, the higher the organizational support and organizational self-esteem, the more hotel interns tend to adopt deep behaviors, and organizational self-esteem plays a completely mediating role between them.Therefore, in the process of managing interns, hotels should focus on improving organizational self-esteem and the changes in their emotional labor.