心理脱离对情绪劳动与工作倦怠间关系的调节作用研究

发布时间：2018-03-19 18:31

  本文选题：情绪劳动　切入点：工作倦怠　出处：《南京大学》2017年硕士论文　论文类型：学位论文

【摘要】：近年来,第三产业愈发的繁荣,使得越来越多的人加入服务性行业,而行业的特性使得服务业员工普遍的需要付出情绪劳动。因而,服务性行业员工的情绪劳动成为了热门的研究方向,经过这些年的研究,很多学者的研究证实了情绪劳动和工作倦怠存在相关关系,但是关于不同维度的情绪劳动和员工工作倦怠间的关系,却还没有达成一致意见。所以,本文首要的研究目的,就是通过实证分析,探讨两者间更明确的关系。此外,更复杂的一些机制,比如关于在两者间起到调节作用的调节变量的研究,国内还相对较少,现有的调节变量研究也主要集中在组织支持感、服务氛围等组织层面。而21世纪以来,信息技术飞速发展,人们的沟通变得非常频繁、迅速和便捷。如今,我们能够通过手机、电脑、平板等设备,以发邮件、微信甚至是视频的方式随时随地的与他人联系,也因此,人们很有可能会在非工作场所和时间继续处理工作事项,思考工作内容。这很可能会导致员工情绪劳动与工作倦怠之间的关系随之发生改变。而在这种情况下,心理脱离这个意味着"不但身体从工作场所中离开,心理上也和工作有关的事分离"的变量,就很有研究价值了。所以,本文的第二个研究目的,就是通过实证分析,探讨心理脱离这个变量是否以及如何调节情绪劳动及其维度与工作倦怠的关系,从而丰富相关理论研究,同时也为企业的管理实践提供科学的建议。本文认为情绪劳动可以分为两个维度,即表层扮演和深层扮演,认为工作倦怠可以分为情绪衰竭、去人性化以及成就感低三个维度。问卷调查样本的选取来源是江苏等地银行网点的员工和房产中介员工,本次问卷调查取得的有效问卷一共是169份,通过运用SPSS20.0,对数据进行相关性分析和回归分析。最终发现,情绪劳动的两个维度都可以显著的预测工作倦怠,且表层扮演维度正向作用于工作倦怠,而深层扮演负向作用于工作倦怠。此外,心理脱离在情绪劳动和工作倦怠间的调节效应也得到了检验。具体而言,它可以在表层扮演与工作倦怠中起到负向调节作用,在深层扮演与工作倦怠间起到的正向调节作用。基于本文的研究结果,企业可以从两个角度进行管理实践,以降低付出情绪劳动的员工的工作倦怠程度,从而减少工作倦怠给员工、组织和客户带来的负面影响。即一方面,应该注重员工的情绪管理,鼓励员工在情绪劳动时进行深层扮演;另一方面,应该合理安排工作,积极的为员工实现工作脱离提供指导和干预。
[Abstract]:In recent years, the tertiary industry has become more and more prosperous, making more and more people join the service industry, and the characteristics of the industry make the service workers generally need to pay emotional labor. Emotional labor of employees in service industry has become a hot research direction. After years of research, many scholars have confirmed the relationship between emotional labor and job burnout. However, there is no consensus on the relationship between emotional labor and employee burnout in different dimensions. Therefore, the primary purpose of this paper is to study the relationship between emotional labor and employee burnout through empirical analysis. Some of the more complex mechanisms, such as the study of regulatory variables that play a regulatory role between the two, are relatively few in China, and the existing research on regulatory variables is mainly focused on organizational support. Since 21th century, with the rapid development of information technology, people's communication has become very frequent, rapid and convenient. Today, we can send emails through devices such as mobile phones, computers, tablets, etc. WeChat even uses video to communicate with others anytime and anywhere, so it's likely that people will continue to work outside the workplace and in time. Thinking about work content. This is likely to lead to a change in the relationship between emotional labor and job burnout. In this case, psychological disengagement means "not only the body leaving the workplace, The variables, which are also psychologically related to work, are of great value. Therefore, the second purpose of this paper is to analyze them empirically. To explore whether and how to regulate the relationship between emotional labor and its dimensions and job burnout, so as to enrich the relevant theoretical research. This paper holds that emotional labor can be divided into two dimensions: surface acting and deep acting, and job burnout can be divided into emotional exhaustion. Three dimensions of dehumanization and low sense of achievement. The source of the questionnaire is employees of bank outlets and real estate agents in Jiangsu and other places. The total number of valid questionnaires obtained by this questionnaire is 169. By using SPSS 20.0, the correlation analysis and regression analysis of the data were carried out. Finally, it was found that the two dimensions of emotional labor could significantly predict job burnout, and the surface playing dimension had positive effect on job burnout. In addition, the adjustment effect of psychological detachment between emotional labor and job burnout is also tested. Specifically, it can play a negative role in the surface layer and job burnout. Based on the research results of this paper, enterprises can carry out management practice from two angles in order to reduce the degree of job burnout of employees who pay emotional labor. So as to reduce the negative impact of job burnout on employees, organizations and customers. That is, on the one hand, we should pay attention to the emotional management of employees, and encourage employees to play a deep role in emotional labor; on the other hand, we should arrange jobs reasonably. Actively provide guidance and intervention for employees to achieve job separation.
【学位授予单位】：南京大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92
，

本文编号：1635489