情绪劳动对服务岗位员工工作倦怠及离职倾向影响的实证研究

发布时间：2018-05-02 03:26

本文选题：情绪劳动 + 工作倦怠　；参考：《河南工业大学》2017年硕士论文

【摘要】：随着经济全球化和我国经济现代化发展的不断加快,第三产业即服务业在经济结构中所占比重越来越大,越来越多的人开始从事服务岗位的工作。但是问题也随之而来,因为服务岗位的特殊性,使得员工在工作中除了需要付出体力劳动之外,还需要付出一定程度的情绪劳动,而情绪劳动所带来的心理压力对员工的工作态度、工作行为和工作结果均存在不同程度的潜在的负面影响,进而会诱发员工的工作倦怠,甚至导致员工工作稳定性的降低。本文旨在通过实证调查,探寻情绪劳动对工作倦怠和离职倾向的影响,及工作倦怠是否在其中扮演了中介效应的角色,以期为企业的管理层提供更多、更好的解决员工工作倦怠,甚至离职事件的方法。本文通过对国内外相关理论的归纳梳理,构建了研究模型并提出假设,以情绪劳动量表(ELS)、工作倦怠量表(MBI)和离职倾向量表为测量工具,通过方便取样的方法,调查了河南省四个地区的326名移动公司员工。然后对调查问卷的结果运用SPSS展开数据分析,采用方差分析、相关分析和回归分析等研究情绪劳动、工作倦怠和离职倾向三者之间的逻辑关系,对假设进行验证。具体结论如下:第一,服务岗位员工的情绪劳动在个人特征方面表现出显著差异。通过差异性分析,得出员工的表层扮演在性别、年龄、入职时间和婚姻状况上有显著差异,深层扮演只在性别和岗位类别上存在显著差异;自然表现在入职时间、婚姻状况、性别、年龄、学历和岗位类别上均有显著差异。第二,服务岗位员工的情绪劳动会显著影响个体的工作倦怠感和离职倾向。通过相关性分析可知,表层扮演与情绪耗竭、去个性化、离职倾向呈现显著正相关,深层扮演与情绪耗竭、去个性化、个人成就感降低呈现显著负相关,自然表现与情绪耗竭、去个性化、个人成就感降低及离职倾向呈现显著负相关。也就是情绪劳动对工作倦怠和离职倾向的影响是双向的,既有积极的影响,也有消极的影响。第三,服务岗位员工的工作倦怠作为中介变量作用在情绪劳动和离职倾向之间。通过回归分析,发现表层扮演和自然表现都是通过工作倦怠对个体的离职倾向产生影响,而深层扮演则没有通过工作倦怠影响离职倾向,验证了工作倦怠的部分中介作用。基于研究结论,本文提出了有关情绪劳动和工作倦怠的干预建议,为企业更好的管理和留住人才提供理论参考。
[Abstract]:With the rapid development of economic globalization and economic modernization in China, the tertiary industry, that is, the service industry, occupies an increasingly large proportion in the economic structure, and more and more people begin to work as service posts. However, the problem also follows, because of the particularity of service posts, employees need to pay a certain degree of emotional labor in addition to physical labor in their work. The psychological pressure brought by emotional labor has some potential negative effects on employees' work attitude, work behavior and work result, which will induce the employees' job burnout and even lead to the decrease of the staff's job stability. The purpose of this paper is to explore the effects of emotional labor on job burnout and turnover intention, and whether job burnout plays an intermediary role in it, in order to provide more for the management of enterprises. A better solution to job burnout and even turnover. By summarizing and combing the relevant theories at home and abroad, this paper constructs a research model and puts forward hypotheses, using the emotional Labor scale (ELSU), the Job Burnout scale (MBI) and the turnover intention scale (MBI) as the measurement tools, and through the convenient sampling method. A survey of 326 mobile company employees in four regions of Henan Province was conducted. Then the results of the questionnaire were analyzed by SPSS, and the logical relationship among emotional labor, job burnout and turnover intention was studied by variance analysis, correlation analysis and regression analysis, and the hypothesis was verified. The specific conclusions are as follows: first, the emotional labor of service employees shows significant differences in personal characteristics. Through the difference analysis, it is concluded that there are significant differences in gender, age, entry time and marital status of employees, while deep acting only has significant differences in gender and post category; naturally, there are significant differences in the entry time, marital status, and so on. There were significant differences in sex, age, educational background and job type. Secondly, the emotional labor of service staff will significantly affect the individual job burnout and turnover intention. Through the correlation analysis, it can be seen that surface play is significantly positively correlated with emotional exhaustion, depersonalization and turnover intention, deep play is negatively correlated with emotional exhaustion, depersonalization, and personal accomplishment decreases, and natural performance is negatively related to emotional exhaustion. There was a significant negative correlation between depersonalization, personal accomplishment and turnover intention. The influence of emotional labor on job burnout and turnover intention is both positive and negative. Third, the job burnout of service workers acts as an intermediary variable between emotional labor and turnover intention. Through regression analysis, it is found that both surface play and natural performance affect individual turnover intention through job burnout, while deep acting has no effect on turnover intention through job burnout, which verifies part of the intermediary role of job burnout. Based on the conclusion of the study, this paper puts forward some intervention suggestions on emotional labor and job burnout, which provides a theoretical reference for better management and retention of talents.
【学位授予单位】：河南工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92

【参考文献】