旅游企业员工情绪劳动的前因后果研究

Cause and Effect of Tourism Enterprises employees'Emotional Labor

旅游企业要求员工面对顾客要微笑服务,遵循“服务至上”原则,因此旅游企业员工的情绪调节尤为重要。基于旅游企业员工的情绪劳动构建中介模型,调查其前因后果,研究旅游企业员工的积极情绪和情绪表达规则感知如何影响其情绪劳动,并进而影响员工的工作投入。以全国34家旅游企业中的370名员工为研究对象,采用t检验和ANOVA分析验证被调查者人口统计学变量对情绪劳动的影响,对数据进行信效度检验和相关分析,采用结构方程模型验证假设。结果表明,深层扮演在积极情绪和员工工作投入中发挥完全中介作用,表层扮演在积极情绪特质与工作投入之间不发挥中介作用;深层扮演在情绪表达规则和员工工作投入中发挥完全中介作用,表层扮演不发挥中介作用。

Tourism enterprises require employees to serve customers with a smile and follow the principle of"service first".Therefore,the emotional regulation of employees of tourism enterprises is particularly impor-tant.This paper focuses on the emotional labor of tourism enterprise employees to build an intermediary mod-el,investigates its cause and effect,and studies how tourism enterprise employees'perceptions of positive emo-tions and emotional expression rules affect their emotional labor,and thus affect employees'work engagement.This paper investigates 370 employees in 34 tourism enterprises across the country,and uses t-test and ANO-VA analysis to verify the impact of demographic variables on emotional labor,and uses structural equation modeling to verify the hypothesis.The results show that deep acting plays a complete mediating role between positive emotions and employee work engagement,while surface acting does not play a mediating role in posi-tive emotional traits and work engagement;deep acting plays a complete mediating role in emotional expression rules and employee work engagement,while surface play does not play a mediating role.