负面互动事件对情绪劳动的作用机理:基于归因视角
发布时间：2019-02-16 00:30
【摘要】：情绪劳动普遍存在于服务行业中,对于服务员工个人和顾客绩效都有重要的影响,近年来员工-顾客负面互动事件对情绪劳动的影响更受到关注。文章从导游员工视角出发,依据归因控制点理论将负面互动事件划分为归因顾客负面互动事件、归因自己负面互动事件和归因第三方负面互动事件,分别探讨三类负面互动事件对情绪劳动的影响。通过三次调查研究,共选取222名人均工作经验约2.1年的导游为调查样本,运用多元回归方法检验,结果表明:员工将负面互动事件归因顾客时,倾向于表层表演;员工将负面互动事件归因自己时,倾向于真实表达;员工将负面互动事件归因第三方时,倾向于深层表演。研究结果进一步完善了情绪劳动理论,为旅游业导游员工的管理实践提供一定理论指导。
[Abstract]:Emotional labor generally exists in the service industry, which has an important impact on both individual and customer performance of service employees. In recent years, the negative events of staff-customer interaction have been paid more attention to. Based on the theory of attribution control point of view, the negative interaction events are classified into negative interaction events attributable to customers, negative interaction events attributed to themselves and negative interaction events to third parties. This paper discusses the influence of three kinds of negative interaction events on emotional labor. Through three investigations, 222 tour guides with work experience of about 2.1 years were selected as the sample, and the multiple regression method was used to test the results. The results showed that when employees attribute negative interactive events to customers, they tend to perform on the surface; When employees attribute negative interactive events to themselves, they tend to express themselves in real terms; employees attribute negative interactive events to third parties, and they tend to perform deeply. The research results further improve the emotional labor theory and provide some theoretical guidance for tourism guide staff management practice.
【作者单位】： 东北大学工商管理学院;东北大学秦皇岛分校经济学院;东北财经大学管理科学与工程学院;
【基金】：国家自然科学基金面上项目(71272162);国家自然科学基金青年项目(71401028) 中央高校基本科研业务专项资金项目(N142303005) 辽宁省社会科学规划基金项目(L15BGL036)
【分类号】：F272.92
[Abstract]:Emotional labor generally exists in the service industry, which has an important impact on both individual and customer performance of service employees. In recent years, the negative events of staff-customer interaction have been paid more attention to. Based on the theory of attribution control point of view, the negative interaction events are classified into negative interaction events attributable to customers, negative interaction events attributed to themselves and negative interaction events to third parties. This paper discusses the influence of three kinds of negative interaction events on emotional labor. Through three investigations, 222 tour guides with work experience of about 2.1 years were selected as the sample, and the multiple regression method was used to test the results. The results showed that when employees attribute negative interactive events to customers, they tend to perform on the surface; When employees attribute negative interactive events to themselves, they tend to express themselves in real terms; employees attribute negative interactive events to third parties, and they tend to perform deeply. The research results further improve the emotional labor theory and provide some theoretical guidance for tourism guide staff management practice.
【作者单位】： 东北大学工商管理学院;东北大学秦皇岛分校经济学院;东北财经大学管理科学与工程学院;
【基金】：国家自然科学基金面上项目(71272162);国家自然科学基金青年项目(71401028) 中央高校基本科研业务专项资金项目(N142303005) 辽宁省社会科学规划基金项目(L15BGL036)
【分类号】：F272.92
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