情绪劳动对组织公民行为的作用机制：基于服务氛围视角

为了研究情绪劳动对中国文化情境下组织公民行为的作用机理,通过多时间点的调研方式,获得312名服务员工数据,并运用AMOS和SPSS统计工具对数据进行分析.研究结果表明：表层表演负向影响个体指向、群体指向、组织指向和社会指向组织公民行为;深层表演对组织公民行为的四个维度均具有正向影响,即个体指向、群体指向、组织指向和社会指向组织公民行为;服务氛围在表层表演与群体指向、社会指向组织公民行为之间起正向调节作用....

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Published in东北大学学报（自然科学版） Vol. 38; no. 3; pp. 448 - 451
Main Author 邹振栋 杨勇 王慧 马钦海
Format Journal Article
LanguageChinese
Published 东北大学 工商管理学院,辽宁 沈阳,110619%东北大学秦皇岛分校 管理学院,河北 秦皇岛,066004%东北大学秦皇岛分校 财经处,河北 秦皇岛,066004 2017
Subjects
中国情境
情绪劳动
服务氛围
组织公民行为
调节作用
调节作用
中国情境
Chinese context
组织公民行为
服务氛围
organizational citizenship behavior
moderation effect
情绪劳动
service climate
emotional labor
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Summary:为了研究情绪劳动对中国文化情境下组织公民行为的作用机理,通过多时间点的调研方式,获得312名服务员工数据,并运用AMOS和SPSS统计工具对数据进行分析.研究结果表明：表层表演负向影响个体指向、群体指向、组织指向和社会指向组织公民行为;深层表演对组织公民行为的四个维度均具有正向影响,即个体指向、群体指向、组织指向和社会指向组织公民行为;服务氛围在表层表演与群体指向、社会指向组织公民行为之间起正向调节作用.
Bibliography:21-1344/T
ZOU Zhen-dong1 , YANG Yong2 , WANG Hui3 , MA Qin-hai1（1. School of Business Administration, Northeastern University, Shenyang 110619,China; 2. School of Management,Northeastern University at Qinhuangdao,Qinhuangdao 066004,China; 3. Finance and Economics Department, Northeastern University at Qinhuangdao, Qinhuangdao 066004, China. ）
In order to research how emotional labor works on organizational citizenship behavior in Chinese cultural context, the data of 312 staff were obtained through multi-time investigation and then analyzed by using AMOS and SPSS statistical tools. The research results were as follows： surface acting has negative significant effect on the four dimensions of organizational citizenship behavior including individual foci citizenship behavior, group foci citizenship behavior,organizational foci citizenship behavior and social foci citizenship behavior; deep acting has positive significant effect on the four dimensions of organizational citizenship behavior; and service climate has
ISSN:1005-3026
DOI:10.3969/j.issn.1005-3026.2017.03.029