服务型员工的情绪劳动、情绪耗竭和工作满意度

The Effect of Emotional Labor on Service Employees,Job Satisfaction:The Mediating Role of Emotional Exhaustion

本研究以国内某大型家电零售企业的1121名服务型员工为研究对象,通过问卷调查的方式,探讨了零售业员工的情绪劳动策略与其工作满意度的关系。研究发现,服务型员工的表层情绪劳动对其工作满意度有负面影响,而深层情绪劳动与其工作满意度正相关。此外,结果还表明情绪耗竭在员工情绪劳动策略与工作满意度的关系中起到中介作用。最后,作者探讨了本研究的理论贡献以及对实际管理的借鉴意义。

Emotional labor represents service employees1 emotional management strategies when confronting with customers and is becoming increasingly important in service industries.However,conflictiiig results were found regarding to the effect of emotional labor on service employees'job satisfaction.We proposed that a possible reason for the mixed finding is that the two emotional management strategies-surface acting and deep acting have different effects on job satisfactioiL Based on data from 1121 sales people in a chained home appliances retail company in Beijing,we found tfutt surface acting was negatively related to job satisfaction,while deep acting was positively lelated to job satisfaction.In addition,these relationships weie mediated by emotional exhaustion.Both theoretical contribution and managerial implications were discussed.