顾客公平、情绪体验与员工情绪劳动的关系
《心理学探新》[ISSN:1003-5184/CN:36-1228/B]
- 期数:
- 2011年31卷04期
- 页码:
- 358-363
- 栏目:
- 人格与社会心理学
- 出版日期:
- 2012-07-01
文章信息/Info
- Title:
- Research on the Relationship between Customer Justice Feeling and Employee’s Emotional Labor
- 作者:
- 李明军
- 陕西教育学院 教育系，西安 710061
- Author(s):
- Li Mingjun
- Department of Education，Shanxi Institute of Education，Xi’an 710061
- 分类号:
- B848
- DOI:
- -
- 文献标识码:
- A
- 摘要:
- 采用情景故事法模拟八个顾客公平情景，对160名接线员情绪劳动进行测量，并比较不同故事情景下员工情绪劳动的差异。结果表明，公平感与员工情绪体验正相关显著，二者均与员工情绪劳动负相关显著；在顾客对员工自身或同事公平的情景下，完成情绪劳动付出的意志努力显著低于在顾客对员工自身或同事不公情景中付出意志努力；但在顾客对员工或同事一方不公平及都不公平情景下，情绪劳动差异不显著，员工完成情绪劳动均需付出的较高意志努力，但会显著高于顾客对员工或同事都公平的情景中完成情绪劳动付出的意志努力，即无论顾客对员工自己不公平还是对同事不公平及二者都不公平，只要有不公平情境的存在，员工都需要付出较多的意志努力完成情绪劳动。
- Abstract:
- The research simulated 8 different customer justice scenarios，examined 160 mobile company operators’ emotion labor，and compares the difference of employee’s emotional labor under the difference justice scenarios.Result show that justice was significance positive correlation with one’s feeling，both justice and feeling were significance negative correlation with emotional labor.In scenarios of customer-direct justice or coworker-direct customer justice，coming from the customer-direct justice or coworker-direct customer justice will have a main effect on employee emotional labor.That is，individuals or coworker who has been fairly treated by customers will expend less effort to comply with emotional labor as compared with individuals or coworker treated unfairly by customers.Employee’s emotional labor had no significant difference among the scenarios of customer direct injustice-coworker direct customer justice，customer direct justice-coworker direct customer injustice，both injustices.But individuals experience higher levels of emotional labor in the following three conditions：customer direct injustice-coworker direct customer justice，customer direct justice-coworker direct customer injustice，both injustices as compared with a condition where both the self and coworker are treated fairly.
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