服务氛围对一线服务员工情绪劳动的影响研究：卓越服务角色身份的中介作用

发布时间：2018-04-15 22:00

本文选题：服务氛围 + 情绪劳动　；参考：《兰州大学》2015年硕士论文

【摘要】：由于服务产业的竞争日益激烈,能否提高顾客感知的服务质量成为服务企业生存发展的关键,而顾客感知的服务质量多来源于一线员工的服务表现。进行合适的情绪表达是一线员工服务工作的重要内容,将对顾客的服务体验和评价产生重要影响,因此,一线员工的情绪劳动引起了学术界的广泛关注和讨论。为了更好地指导员工进行合适的情绪展现,学者们非常关心哪些因素会影响员工的情绪劳动。经过对以往研究的认真梳理和总结,我们发现虽然国内外对情绪劳动前因变量的研究成果较为丰富,但多集中于个体因素的研究,对组织因素的探讨非常有限,更鲜少进行实证研究,并且大多数研究并没有详细解释各种因素影响情绪劳动的作用机制。针对现有研究的不足,本研究以角色身份理论为依据,从意义构建的角度提出积极的服务氛围通过帮助员工塑造卓越服务角色身份来引导员工进行恰当的情绪劳动,从而为顾客提供卓越服务。并且考虑到角色身份的维持依赖于情境对该角色身份的反馈,本研究考察了顾客不公平对卓越服务角色身份发挥作用的影响。本研究采用186名一线服务员工的数据对服务氛围与员工情绪劳动之间的关系进行实证检验,探究卓越服务角色身份在此关系中的中介作用以及该中介作用发生作用的边界条件。通过对数据进行有效的处理和分析,研究发现：(1)服务氛围与员工的深层行为之间存在显著的正向关系；(2)卓越服务角色身份在服务氛围与员工深层行为的正向关系中起到完全中介作用。本研究的创新之处主要有两点：(1)基于角色身份理论,构建了服务氛围影响情绪劳动的概念模型,实证发现员工感知的服务氛围对其形成卓越服务角色身份有积极影响作用,并促使员工展示出更多的深层行为,这一结论是角色身份理论在服务情境下的细化与应用,为将来研究一线服务员工的工作角色身份提供了新视角；(2)本文研究并证实了员工感知的组织情境因素(服务氛围)和个体角色身份(卓越服务角色身份)对员工的情绪劳动有积极的影响,这一结论丰富了以往关于情绪劳动前因变量的研究,为解释情绪劳动的发生和过程提供了新思路。最后,本研究在详细分析研究结论的基础上,为服务管理者有效指导员工的情绪劳动提供了一些有益的建议,如创造积极的服务氛围以促进员工的情绪劳动,积极选拔和培育合适的服务员工以方便开展服务工作。此外,本研究指出了自身的研究局限以及未来的研究方向。
[Abstract]:Due to the increasingly fierce competition in the service industry, whether to improve the service quality of customer perception becomes the key to the survival and development of service enterprises, and the service quality of customer perception comes from the service performance of front-line employees.Appropriate emotional expression is an important part of the service work of front-line staff, which will have an important impact on customer service experience and evaluation. Therefore, emotional labor of front-line staff has attracted extensive attention and discussion in academic circles.In order to better guide employees to conduct appropriate emotional presentation, scholars are very concerned about which factors will affect the emotional labor of employees.After a careful review and summary of previous studies, we find that although the research results of emotional prelabor dependent variables at home and abroad are relatively rich, they are mostly focused on individual factors, and the discussion of organizational factors is very limited.Few empirical studies have been conducted, and most of the studies have not explained in detail the effects of various factors on emotional labor.In view of the deficiency of the existing research, this study based on the role identity theory, from the point of view of meaning construction, puts forward that the positive service atmosphere can guide the employees to carry out appropriate emotional labor by helping them to shape the outstanding service role identity.In order to provide customers with excellent service.Considering that the maintenance of role identity depends on the feedback of the role identity, this study examines the effect of customer inequality on the role identity of outstanding service.In this study, 186 front-line service staff data were used to test the relationship between service atmosphere and employees' emotional labor, to explore the intermediary role of outstanding service role identity in this relationship and the boundary conditions of the intermediary role.Through effective data processing and analysis,It is found that there is a significant positive relationship between service atmosphere and employees' deep behavior. (2) the identity of outstanding service role plays a complete intermediary role in the positive relationship between service atmosphere and employees' deep behavior.Based on the role identity theory, this paper constructs a conceptual model of service atmosphere influencing emotional labor, and finds that the perceived service atmosphere has a positive effect on the formation of outstanding service role identity.This conclusion is the refinement and application of role identity theory in service context.This paper studies and verifies that the organizational situational factors (service atmosphere) and individual role identity (outstanding service role identity) of the employee perceived by the employee are of great importance to the staff. (2) A new perspective is provided for the future study of the work role identity of the front-line service staff.Emotional labor has a positive effect,This conclusion enriches previous studies on the dependent variables before emotional labor and provides a new idea for explaining the occurrence and process of emotional labor.Finally, on the basis of detailed analysis of the conclusions, this study provides some useful suggestions for service managers to effectively guide employees' emotional labor, such as creating a positive service atmosphere to promote employees' emotional labor.Actively select and cultivate suitable service staff to facilitate service work.In addition, this study points out its own research limitations and future research direction.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F719

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