情緒表現(xiàn)規(guī)則和情緒勞動對消極工作行為影響跨層次研究
發(fā)布時間：2018-08-19 15:39
【摘要】：隨著我國服務(wù)業(yè)的迅速發(fā)展，組織中的情緒問題已經(jīng)成為組織行為管理研究的前沿問題。如何通過情緒勞動管理有效引導(dǎo)、調(diào)節(jié)和激發(fā)員工行為引起了理論界和實踐界的共同關(guān)注。本文基于資源保存理論、控制論、行動理論和情感事件理論，在對情緒勞動、情緒表現(xiàn)規(guī)則、情緒狀態(tài)和消極工作行為相關(guān)研究文獻進行綜述的基礎(chǔ)上，進行了以下四項研究： 第一項研究：構(gòu)建情緒表現(xiàn)規(guī)則與情緒勞動對工作行為影響機制模型。以資源保存理論、控制論、行動理論和情感事件理論為基礎(chǔ)，構(gòu)建情緒勞動的工作機制模型，綜合分析情緒表現(xiàn)規(guī)則與情緒勞動對工作行為影響機制。運用情感事件理論分析員工的情緒如何影響其工作態(tài)度和行為，以及工作環(huán)境與工作事件如何影響員工的情感，旨在解釋不斷變化的情緒的過程，并且關(guān)注引起員工情緒變化的原因以及由此產(chǎn)生的結(jié)果；運用控制論分析情緒的調(diào)節(jié)作用，員工將自己感知到的情緒表現(xiàn)和組織要求的情緒表現(xiàn)規(guī)則相比較，發(fā)現(xiàn)其中的差異，不斷地進行調(diào)節(jié)和控制，從而表現(xiàn)出符合組織要求的情緒行為；運用資源保存理論從資源的供需角度解釋員工工作中資源的消耗和獲取，以及因此可能產(chǎn)生的積極或消極的后果；運用行動理論分析員工在進行淺層行為和深層行為時心理狀態(tài)的差異，解釋淺層行為和深層行為對所需要投入的資源的要求，以及對個體行為產(chǎn)生的影響。 第二項研究：情緒表現(xiàn)規(guī)則對情緒勞動影響的實證研究。以商業(yè)銀行的柜員為研究對象，采用問卷調(diào)查的方式收集數(shù)據(jù)，探討銀行柜員的情緒表現(xiàn)規(guī)則對情緒勞動的影響。在湖南、廣東、浙江、廣西省的多家商業(yè)銀行發(fā)放問卷500份，對390份有效問卷數(shù)據(jù)進行相關(guān)分析、因子分析和回歸分析。研究結(jié)果表明：(1)感知到的表達積極情緒的表現(xiàn)規(guī)則對深層行為具有顯著地正向影響作用，對淺層行為具有顯著地負向影響作用；(2)感知到的抑制消極情緒的表現(xiàn)規(guī)則對深層行為具有顯著地負向影響作用，對淺層行為具有顯著地正向影響作用；(3)相對于淺層行為，深層行為與感知到表達積極情緒的表現(xiàn)規(guī)則相關(guān)性更高；(4)相對于深層行為，淺層行為與感知到抑制消極情緒的表現(xiàn)規(guī)則相關(guān)性更高；(5)人口統(tǒng)計學(xué)變量（年齡、工作年限）具有調(diào)節(jié)作用。 第三項研究：情緒勞動與情緒狀態(tài)對消極工作行為影響機理分析。在前述研究的基礎(chǔ)上，提出消極工作行為的概念，運用資源保存理論和情感事件理論，討論情緒勞動、情緒狀態(tài)和消極工作行為的相互關(guān)系，并引入性別、學(xué)歷和年齡等人口統(tǒng)計學(xué)變量作為調(diào)節(jié)變量，分析情緒勞動、情緒狀態(tài)和消極工作行為的影響機理，并提出跨層次研究的理論假設(shè)。 第四項研究：情緒勞動與情緒狀態(tài)對消極工作行為影響的跨層次實證研究。在開發(fā)和修正情緒勞動、情緒狀態(tài)和消極工作行為量表的基礎(chǔ)上，采取多元統(tǒng)計回歸、分層線性模型和結(jié)構(gòu)方程模型等研究方法對390份有效問卷數(shù)據(jù)進行分析，檢驗情緒勞動、情緒狀態(tài)和消極工作行為的影響模型。研究結(jié)果表明：(1)淺層行為與消極情緒狀態(tài)的增加正相關(guān)，，深層行為與積極情緒狀態(tài)的增加正相關(guān)；(2)深層行為和消極工作行為負相關(guān)，淺層行為對消極工作行為影響不顯著；(3)積極情緒狀態(tài)調(diào)節(jié)情緒勞動和消極工作行為的相互關(guān)系；(4)人口統(tǒng)計學(xué)變量（性別、年齡和學(xué)歷）具有調(diào)節(jié)作用。 最后，本文系統(tǒng)概括了主要的研究結(jié)論、理論進展和管理實踐意義，并指出了本研究存在的不足以及有待進一步研究的問題。
[Abstract]:With the rapid development of China's service industry, the emotional problems in organizations have become the frontier issues of organizational behavior management. How to effectively guide, regulate and stimulate employee behavior through emotional labor management has aroused the common concern of both theoretical and practical circles. This paper is based on resource conservation theory, cybernetics, action theory and emotional events. On the basis of reviewing the literature on emotional labor, emotional performance rules, emotional states and negative work behaviors, the following four studies were carried out:
The first study is to construct a model of the influence mechanism of emotional expression rules and emotional labor on work behavior. Based on resource preservation theory, cybernetics, action theory and emotional event theory, the working mechanism model of emotional labor is constructed, and the influence mechanism of emotional expression rules and emotional labor on work behavior is comprehensively analyzed. Theoretical analysis of how employees'emotions affect their work attitudes and behaviors, and how work environment and work events affect employees' emotions, aims to explain the process of changing emotions, and to focus on the causes of changes in employees'emotions and the resulting results; the use of cybernetics to analyze the role of emotional regulation, employees will be self-contained. Comparing the perceived emotional performance with the emotional performance rules required by the organization, we find the differences among them, adjust and control them constantly, so as to show the emotional behavior that meets the organizational requirements. Positive or negative consequences; Use action theory to analyze the difference of psychological state of employees in shallow behavior and deep behavior, explain the requirements of shallow behavior and deep behavior on the resources needed to invest, and the impact on individual behavior.
The second study: Empirical Study on the Influence of Emotional Performance Rules on Emotional Labor. A questionnaire survey was conducted among commercial bank tellers to explore the effect of emotional performance rules on emotional labor. 500 questionnaires were distributed to 390 commercial banks in Hunan, Guangdong, Zhejiang and Guangxi provinces. The results of correlation analysis, factor analysis and regression analysis show that: (1) perceived expression rules of positive emotions have a significant positive effect on deep behavior and a significant negative effect on shallow behavior; (2) perceived expression rules of negative emotions have a significant effect on deep behavior. It has a significant negative effect, and has a significant positive effect on shallow behavior; (3) Compared with shallow behavior, deep behavior has a higher correlation with the performance rules of perceived expression of positive emotions; (4) Compared with deep behavior, shallow behavior has a higher correlation with the performance rules of perceived inhibition of negative emotions; (5) Demographic system. The variables (age, working years) have a moderating effect.
The third study is the analysis of the mechanism of the influence of emotional labor and emotional state on negative work behavior.On the basis of the above research, the concept of negative work behavior is put forward, and the relationship among emotional labor, emotional state and negative work behavior is discussed by using resource preservation theory and emotional event theory. The demographic variables were used as moderators to analyze the influence mechanism of emotional labor, emotional state and negative work behavior, and the theoretical hypothesis of cross-level study was put forward.
The fourth study is a cross-level Empirical Study on the effects of emotional labor and emotional state on negative work behavior.Based on the development and revision of the Emotional Labor, Emotional State and Negative Work Behavior Scale, 390 valid questionnaires were analyzed by multiple statistical regression, stratified linear model and structural equation model. The results show that: (1) shallow behavior is positively correlated with the increase of negative emotional state, while deep behavior is positively correlated with the increase of positive emotional state; (2) deep behavior is negatively correlated with negative work behavior, and shallow behavior has no significant effect on negative work behavior; (3) deep behavior is negatively correlated with negative work behavior. Positive emotional state regulates the relationship between emotional labor and negative work behavior; (4) Demographic variables (gender, age and education) have a moderating effect.
Finally, this paper systematically summarizes the main research conclusions, theoretical progress and management practical significance, and points out the shortcomings of this study and the problems to be further studied.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2013
【分類號】：F272.92;F719
本文編號：2192101
[Abstract]:With the rapid development of China's service industry, the emotional problems in organizations have become the frontier issues of organizational behavior management. How to effectively guide, regulate and stimulate employee behavior through emotional labor management has aroused the common concern of both theoretical and practical circles. This paper is based on resource conservation theory, cybernetics, action theory and emotional events. On the basis of reviewing the literature on emotional labor, emotional performance rules, emotional states and negative work behaviors, the following four studies were carried out:
The first study is to construct a model of the influence mechanism of emotional expression rules and emotional labor on work behavior. Based on resource preservation theory, cybernetics, action theory and emotional event theory, the working mechanism model of emotional labor is constructed, and the influence mechanism of emotional expression rules and emotional labor on work behavior is comprehensively analyzed. Theoretical analysis of how employees'emotions affect their work attitudes and behaviors, and how work environment and work events affect employees' emotions, aims to explain the process of changing emotions, and to focus on the causes of changes in employees'emotions and the resulting results; the use of cybernetics to analyze the role of emotional regulation, employees will be self-contained. Comparing the perceived emotional performance with the emotional performance rules required by the organization, we find the differences among them, adjust and control them constantly, so as to show the emotional behavior that meets the organizational requirements. Positive or negative consequences; Use action theory to analyze the difference of psychological state of employees in shallow behavior and deep behavior, explain the requirements of shallow behavior and deep behavior on the resources needed to invest, and the impact on individual behavior.
The second study: Empirical Study on the Influence of Emotional Performance Rules on Emotional Labor. A questionnaire survey was conducted among commercial bank tellers to explore the effect of emotional performance rules on emotional labor. 500 questionnaires were distributed to 390 commercial banks in Hunan, Guangdong, Zhejiang and Guangxi provinces. The results of correlation analysis, factor analysis and regression analysis show that: (1) perceived expression rules of positive emotions have a significant positive effect on deep behavior and a significant negative effect on shallow behavior; (2) perceived expression rules of negative emotions have a significant effect on deep behavior. It has a significant negative effect, and has a significant positive effect on shallow behavior; (3) Compared with shallow behavior, deep behavior has a higher correlation with the performance rules of perceived expression of positive emotions; (4) Compared with deep behavior, shallow behavior has a higher correlation with the performance rules of perceived inhibition of negative emotions; (5) Demographic system. The variables (age, working years) have a moderating effect.
The third study is the analysis of the mechanism of the influence of emotional labor and emotional state on negative work behavior.On the basis of the above research, the concept of negative work behavior is put forward, and the relationship among emotional labor, emotional state and negative work behavior is discussed by using resource preservation theory and emotional event theory. The demographic variables were used as moderators to analyze the influence mechanism of emotional labor, emotional state and negative work behavior, and the theoretical hypothesis of cross-level study was put forward.
The fourth study is a cross-level Empirical Study on the effects of emotional labor and emotional state on negative work behavior.Based on the development and revision of the Emotional Labor, Emotional State and Negative Work Behavior Scale, 390 valid questionnaires were analyzed by multiple statistical regression, stratified linear model and structural equation model. The results show that: (1) shallow behavior is positively correlated with the increase of negative emotional state, while deep behavior is positively correlated with the increase of positive emotional state; (2) deep behavior is negatively correlated with negative work behavior, and shallow behavior has no significant effect on negative work behavior; (3) deep behavior is negatively correlated with negative work behavior. Positive emotional state regulates the relationship between emotional labor and negative work behavior; (4) Demographic variables (gender, age and education) have a moderating effect.
Finally, this paper systematically summarizes the main research conclusions, theoretical progress and management practical significance, and points out the shortcomings of this study and the problems to be further studied.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2013
【分類號】：F272.92;F719
【參考文獻】
相關(guān)期刊論文 前2條
1 汪義貴;彭聰;吳國來;;情緒勞動研究的回顧與展望[J];心理研究;2012年04期
2 胡君辰;楊林鋒;;“情緒勞動”要求與情緒耗竭:情緒勞動策略的中介作用研究[J];心理科學(xué);2009年02期
本文編號：2192101
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