自主动机、服务型领导力对情绪劳动的多层次作用机制:一个有中介的调节作用模型 本期目录 >>
Title: Multi-level Influencing Mechanism of Service Leadership, Autonomous Motivation on Emotional Labor: A Mediated Moderation Model
作者 刘喆;杨勇;唐加福;马钦海;李喆
Author(s): LIU Zhe; YANG Yong; TANG Jiafu; MA Qinhai; LI Zhe
摘要: 情绪劳动作为服务员工的一种“特殊劳动形式”,对员工身心健康和顾客绩效都有重要影响。本研究从工作投入视角探讨服务型领导力和自主动机对情绪劳动的多层次作用机理。通过对93管理者和586名员工的多阶段调研,运用SPSS、AMOS和HLM等统计工具分析数据,结果表明:自主动机和服务型领导力正向影响工作投入;工作投入正向影响深层表演和真实表达;服务型领导力在自主动机与工作投入之间起正向调节作用;服务型领导力通过工作投入在自主动机与真实表达之间起调节作用;服务型领导力正向影响聚合真实表达。研究结果在理论和指导实践方面都产生了有趣的启示。
Abstract: Service employees are the bridge between enterprise and customer, whose attitude and behavior has important effect on customer service quality, satisfaction, and loyalty. A research conclusion shows that only 15% customers have satisfaction on service, whereas 67% customers have dissatisfaction on employees’ indifference. Service employees need to provide service to many customers daily. It is not an easy thing for them smiling every moment, so service employees need to engage emotional labor. Emotional labor includes three emotion regulation strategies: surface acting, deep acting, and genuine expression. Surface acting is service employees only change their expression through faking happy or suppressing anger, but don’t change their inner negative feeling. Deep acting is service employees make their happy through perspective taking, and then express happiness or warmth. Genuine expression is service employees’ inner feeling fit enterprise demanding, and then service employee can truly express this emotion. Surface acting has negative effect on employee’s job satisfaction, customer satisfaction and loyalty. However, deep acting and genuine expression have positive employee and customer effect. What factors weaken surface acting and promote deep acting and genuine expression becomes one of the hot topics in service management area. In order to solve this problem, emotional labor research has made a progression, but it still has rooms for improvement. First, existing literatures focused on two dimensions of emotional labor, i.e., surface acting and deep acting. They ignored what factors impact genuine expression, which is the best way that promotes customer performance of three emotional labor dimensions. Second, they only discussed employees’ individual factor or context factor that has effect on emotional labor, and didn’t consider their joint effect on emotional labor. Third, through service enterprise’s recruitment and train policy, employees in a company may have similar behavior, so emotional labor may become an organization level phenomenon. It is a contribution on what factors could promote organization level deep acting and genuine expression and decrease organization level surface acting. Beside the big personality and emotional intelligence, we regard autonomous motivation is also an important trait of service employee, which is inner power of employee hard work. Service leadership reflects the degree that manager supports and rewards superior service, which is outer power of service employee hard work. Job engagement reflects the degree that employee invests their resource to work (i.e., physical, emotional and cognitive resource), which may be a transformation mechanism that could transfer employee’s inner and outer power into superior service behavior. So our study discuss how service leadership and autonomous motivation each and jointly impact job engagement, and then promote emotional labor. Through investigation on 31 service business’s managers and employees in Liaoning province, we use SPSS, AMOS and HLM statistic tools to analyze the data, results show: autonomous motivation and service leadership has positive effect on job engagement; service leadership has positive moderation effect between autonomous motivation and job engagement; job engagement has positive effect on deep acting; job engagement has positive effect on genuine expression; service leadership moderates relationship between autonomous motivation and genuine expression through job engagement; service leadership has positive effect on aggregated genuine expression. Research results have interesting implication on theory and management practice.
关键词: 自主动机;服务型领导力;工作投入;情绪劳动;有中介的调节作用
Keywords: autonomous motivation; service leadership; job engagement; emotional labor; mediated moderation effect
基金项目: 服务导向、情绪劳动与组织公民行为多观点、多层次集成研究;服务导向对情绪劳动、主动服务行为的多层次研究;多元多尺度熵的金融危机传染研究;辽宁省中小企业创造力的多层次影响机制:基于本土领导力视角
发表期数: 2018年 第3期
中图分类号: 文献标识码: 文章编号:
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