服务业员工情绪劳动对工作绩效影响的研究

发布时间：2018-01-04 03:10

本文关键词：服务业员工情绪劳动对工作绩效影响的研究　出处：《安徽大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着济体制改革的不断加深,我国的经济产业结构发生了巨大的调整。服务业的增长速度越来越快,其在国民经济中所占比例越来越大。相比于传统的制造业,服务业的发展有其自身的特殊性,其特殊性在于企业发展要追随着顾客需求的变化,而顾客需求的变化导致服务性企业关注的除了企业提供的商品和服务以外,更多的在于融合在商品和服务中的顾客感受到的情绪消费体验。因此,这种顾客需求引导的消费方式的变化致使服务业员工在工作中不可避免地会遇到自我情绪方面的管控,情绪劳动的概念也由此而生。企业情绪劳动现象的出现,为组织的发展注入了更多“非理性”的因素,组织对员工进行情绪方面的管理,将能够进一步丰富和充实企业的人力资源管理的工作。服务业员工需要与顾客进行大量的客我交互,其工作中充满了情绪性。顾客在产品消费和服务体验中的情感需求要求员工在工作中表现适当的情绪,服务业员工在工作中,为满足顾客情感期望获得服务业绩,无时无刻不进行着情绪劳动。基于此,本文对情绪劳动的研究是具有现实意义的。通过对大量的国内外文献的研究和梳理,我们目前众多学者对情绪劳动的研究主要关注在其内涵、策略、对情绪劳动与其结果变量之间引入中间或者调节变量建立模型进行研究,而缺乏对情绪劳动策略深化的研究。基于此,本研究通过对情绪劳动相关理论的学习和回顾,以情绪劳动理论和工作绩效相关研究为理论基础,通过剖析情绪劳动与工作绩效之间的关系,总结出情绪劳动对工作绩效影响研究的一级指标,然后对各个一级指标的影响因素进行具体分析,提取情绪劳动影响工作绩效的二级指标,最终建立情绪劳动对工作绩效影响的指标体系。最后根据建立的指标体系设计问卷采取问卷调查的实证分析方法,向服务性企业的员工发放问卷,共收取有效问卷257份。对回收的问卷数据,运用SPSS统计软件进行分析,根据数据分析结果,对服务业员工情绪劳动现状进行具体的分析。本研究对于分析服务业员工情绪劳动对工作绩效的影响具有积极的意义。
[Abstract]:With the deepening of the economic system reform, the economic industrial structure of our country has undergone a huge adjustment. The service industry is growing faster and faster, and its proportion in the national economy is becoming larger and larger, compared with the traditional manufacturing industry. The development of service industry has its own particularity, its particularity lies in the enterprise development must follow the change of customer demand, and the change of customer demand causes the service enterprise to pay attention to besides the goods and services provided by the enterprise. More is in the integration of goods and services in the customer's feelings of emotional consumer experience. The change of consumption mode guided by customer demand leads to the inevitable self-control of service employees in their work, and the concept of emotional labor also arises. The phenomenon of enterprise emotional labor appears. For the development of the organization into more "irrational" factors, the organization of emotional management of employees. Will be able to further enrich and enrich the work of human resources management in the enterprise. Service employees need to do a lot of customer interaction with customers. The emotional needs of customers in the product consumption and service experience require employees to express appropriate emotions in the work, and service employees in the work. In order to meet the customer emotional expectations to obtain service performance, all the time carry out emotional labor. Based on this, this study of emotional labor is of practical significance. Through a large number of domestic and foreign literature research and combing. At present, many scholars mainly pay attention to emotional labor in its connotation, strategy, the introduction of emotional labor and its outcome variables between the introduction of intermediate or regulatory variables to establish a model. Based on the study and review of emotional labor theory, this study is based on emotional labor theory and work performance related research. Through the analysis of the relationship between emotional labor and job performance, summed up the emotional labor impact on job performance research indicators, and then the impact of each level of indicators specific analysis. The second level index of emotional labor influencing work performance is extracted, and the index system of emotional labor impact on job performance is established. Finally, the questionnaire is designed according to the established index system and the empirical analysis method of questionnaire survey is adopted. A total of 257 valid questionnaires were collected to the employees of service enterprises. The collected questionnaire data were analyzed by SPSS statistical software, and the results were analyzed according to the data. This study has positive significance for analyzing the effect of emotional labor on work performance of service industry employees.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F719;F272.92

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