【摘要】：情緒勞動(dòng)普遍存在于服務(wù)行業(yè)中,對(duì)于服務(wù)員工個(gè)人和顧客績(jī)效都有重要的影響,近年來員工-顧客負(fù)面互動(dòng)事件對(duì)情緒勞動(dòng)的影響更受到關(guān)注。文章從導(dǎo)游員工視角出發(fā),依據(jù)歸因控制點(diǎn)理論將負(fù)面互動(dòng)事件劃分為歸因顧客負(fù)面互動(dòng)事件、歸因自己負(fù)面互動(dòng)事件和歸因第三方負(fù)面互動(dòng)事件,分別探討三類負(fù)面互動(dòng)事件對(duì)情緒勞動(dòng)的影響。通過三次調(diào)查研究,共選取222名人均工作經(jīng)驗(yàn)約2.1年的導(dǎo)游為調(diào)查樣本,運(yùn)用多元回歸方法檢驗(yàn),結(jié)果表明:員工將負(fù)面互動(dòng)事件歸因顧客時(shí),傾向于表層表演;員工將負(fù)面互動(dòng)事件歸因自己時(shí),傾向于真實(shí)表達(dá);員工將負(fù)面互動(dòng)事件歸因第三方時(shí),傾向于深層表演。研究結(jié)果進(jìn)一步完善了情緒勞動(dòng)理論,為旅游業(yè)導(dǎo)游員工的管理實(shí)踐提供一定理論指導(dǎo)。
[Abstract]:Emotional labor generally exists in the service industry, which has an important impact on both individual and customer performance of service employees. In recent years, the negative events of staff-customer interaction have been paid more attention to. Based on the theory of attribution control point of view, the negative interaction events are classified into negative interaction events attributable to customers, negative interaction events attributed to themselves and negative interaction events to third parties. This paper discusses the influence of three kinds of negative interaction events on emotional labor. Through three investigations, 222 tour guides with work experience of about 2.1 years were selected as the sample, and the multiple regression method was used to test the results. The results showed that when employees attribute negative interactive events to customers, they tend to perform on the surface; When employees attribute negative interactive events to themselves, they tend to express themselves in real terms; employees attribute negative interactive events to third parties, and they tend to perform deeply. The research results further improve the emotional labor theory and provide some theoretical guidance for tourism guide staff management practice.
【作者單位】： 東北大學(xué)工商管理學(xué)院;東北大學(xué)秦皇島分校經(jīng)濟(jì)學(xué)院;東北財(cái)經(jīng)大學(xué)管理科學(xué)與工程學(xué)院;
【基金】：國家自然科學(xué)基金面上項(xiàng)目(71272162);國家自然科學(xué)基金青年項(xiàng)目(71401028) 中央高�；究蒲袠I(yè)務(wù)專項(xiàng)資金項(xiàng)目(N142303005) 遼寧省社會(huì)科學(xué)規(guī)劃基金項(xiàng)目(L15BGL036)
【分類號(hào)】：F272.92

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