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研究基于情绪感染理论,探索在情绪劳动中员工与顾客的交互过程对于情绪劳动策略及工作绩效的影响。通过问卷调查201名服务型员工,探讨了情绪劳动策略、顾客反应、情绪耗竭、工作满意度、顾客冲突解决之间的关系。研究结果发现,采用深层扮演的情绪劳动策略可以有效降低情绪耗竭,从而增加工作满意度,提高顾客冲突解决能力;顾客反应在情绪劳动策略与情绪耗竭之间起调节作用;并且情绪劳动策略在不同顾客反应下会发生动态改变。
Based on the theory of emotional contagion, this study explores the impact of employee-customer interactions on emotional labor strategies and job performance in emotional labor. Through questionnaire survey of 201 service employees, the paper discusses the relationship between emotional labor strategy, customer response, emotional exhaustion, job satisfaction and customer conflict resolution. The findings show that the emotional labor strategy using deep play can effectively reduce the emotional exhaustion, thereby increasing job satisfaction and enhancing customer conflict resolution ability; customer response plays a mediating role between emotional labor strategy and emotional exhaustion; and the emotional labor strategy is different Customer reaction will occur under dynamic changes.