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|本期目录/Table of Contents|

 情绪失调如何引起情绪枯竭?

《心理学探新》[ISSN:1003-5184/CN:36-1228/B]

期数:
 2011年31卷04期
页码:
 364-368
栏目:
 人格与社会心理学
出版日期:
 2012-07-01

文章信息/Info

Title:
 How do Emotional Dissonances Predict Emotional Exhaustion?
作者:
 王贝; 黄敏儿
 中山大学 心理学系，广州 510275
Author(s):
 Wang Bei; Huang Miner
 Department of Psychology，Sun Yet-sen University，Guangzhou 510275
关键词:
 情绪失调; 情绪劳动策略; 情绪枯竭; 服务业
Keywords:
 emotional dissonance; emotional labor strategies; emotional exhaustion; service industrial setting
分类号:
 B848
DOI:
 -
文献标识码:
 A
摘要:
 当服务行业员工内心情感与工作所期望情绪不一致时，如何调节更容易陷入情绪枯竭？该研究抽取服务业员工352名，采用问卷法测量工作环境中的情绪失调、情绪劳动策略及情绪枯竭程度，并探究三者的关系。结果表明，负情绪失调通过较多的表层扮演和失调扮演，导致更多的情绪枯竭；正情绪失调则通过较少的表层扮演和失调扮演，引起较少情绪枯竭。研究对服务业员工招聘、心理培训及人性化管理有一定指导意义。
Abstract:
 The study aimed to investigate the mediating effects of emotional labor strategies from emotional dissonances upon emotional exhaustion.352 participants Sampled from service industries ranged from 9 cities in Mainland China completed a battery of surveys which included emotional dissonances in work place，emotional labor of surface-acting，deep-acting and dissonance-acting，and emotional exhaustion.Dissonance of emotion was defined as the difference between actually emotional experience and expected emotional experience in work place.Results indicated：(1)Both surface-acting and dissonance-acting positively mediated the effects from the dissonance of negative emotion upon emotional exhaustion；(2)Both surface-acting and dissonance-acting negatively mediated the effects from dissonance of positive emotions upon emotional exhaustion.The result implies that higher degree of negative emotions would cause more surface-acting and dissonance acting in work place of emotional labor setting and then predict more emotional exhaustion.Higher degree of positive emotions would less be required to do surface-acting and dissonance-acting and then predict better emotional health in work.The study suggests that emotional traits(e.g.extraversion and neuroticism)should be specially considered in personnel recruitment，and the negative effects of surface acting and dissonance acting should be specially avoided in various psychological trainings in service industrial settings.

参考文献/References

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备注/Memo

备注/Memo:
 基金项目：教育部人文社会科学一般项目（06JAXLX012）。通讯作者：黄敏儿，E-mail：edshme@mail.sysu.edu.cn。
更新日期/Last Update:  2011-10-28