情绪劳动的研究演化及作用机制:现状与展望

Research Evolution and Mechanism of Emotional Labor:Current Situation and Outlook

近年来,不同岗位劳动者的情绪劳动问题都变得日渐突出。本文选取中国知网2010年-2021年之间以“情绪劳动”为主题词的532篇文章,并通过应用CiteSpace可视化知识图谱,绘制了关键词共线图谱、时间线图、关键词突现图谱等进行分析,了解情绪劳动领域研究的历史进程、热点关键词、未来研究趋势等。研究发现:情绪劳动领域已进入成熟稳定期,学者们开始将研究重点转移到一些深层次的问题上;但该领域作者间的合作、机构之间的合作以及跨领域之间的合作不足;同时,通过综合分析多张知识图谱,并查看相关文献发现“职业倦怠”“心理资本”“情绪智力”“工作投入”是未来该领域的研究热点。此外,本文梳理了近十二年来国内情绪劳动的影响因素、影响后果及其作用机制理论框架,以助于厘清研究脉络并提供未来研究方向。

With more and more frontline service jobs created in recent years,the emotional labor problems of workers on these jobs are becoming more and more prominent.A total of 532 articles on the topic of"emotional labor"were selected from CNKI between 2010 and 2022,and the keywords collinear map,time map and keyword emergence map were analyzed by using CiteSpace visualization knowledge map to understand the evolution,hot keywords and future trends of"emotional labor"research.Study found that research on the emotional labor field has now entered into the mature period,and scholars have begun to shift the research focus to some deep-seated problems;however,there is a lack of cooperation among authors,between institutions in this field,and across different fields;through a comprehensive analysis of a knowledge map,and reviewing relevant literatures,it is found that key issues,such as"job burnout""psychological capital"and"emotional intelligence""job involvement",are the focuses of future research in this field.At the same time,this paper sorts out the theoretical framework of the influencing factors,consequences,and mechanisms of domestic emotional labor in the past twelve years,which will help understand the research context and provide future research directions.