基于潜在剖面分析的酒店员工情绪劳动与工作绩效的关系研究

Research on the Relationship Between Hotel Employees'Emotional Labor and Job Performance Based on Latent Profile Analysis

本研究以443名酒店员工为研究对象,采用潜在剖面分析技术探讨酒店员工情绪劳动的潜在类别以及这些类别组与工作绩效的关系。研究结果显示:(1)酒店员工情绪劳动存在低应对型、中应对型、深层自然型、高应对型和表层扮演型5种潜在类别;(2)不同性别、教育程度、工作年限在情绪劳动潜在类别中呈显著差异;(3)不同类型的酒店员工情绪劳动剖面在工作绩效上存在显著差异。高应对型和深层自然型酒店员工的任务绩效和周边绩效最高;表层扮演型酒店员工的任务绩效和周边绩效显著低于其他剖面。上述研究结果为管理者进一步有针对性地对酒店员工情绪劳动进行细分管理从而提高他们的工作绩效提供了理论依据和实践参考。

This research employs the latent profile analysis technique to explore the latent categories of emotional labor among 443 hotel employees and the relationship between these category groups and job performance.The research findings are as follows:(1)There are five latent categories of hotel employees'emotional labor,namely low coping type,medium coping type,deep natural type,high coping type,and surface acting type.(2)Significant differences are observed in the latent categories of emotional labor among employees of different genders,educational levels,and years of service.(3)Significant differences exist in job performance among different types of emotional labor profile of hotel employees.Hotel employees of high coping type and deep natural type have the highest task performance and contextual performance,while those of the surface acting type have significantly lower task performance and contextual performance than employees of other profiles.The above research results provide a theoretical basis and practical reference for managers to further conduct segmented management of hotel employees'emotional labor so as to enhance their job performance.