情绪表现规则和情绪劳动对消极工作行为影响跨层次研究
发布时间：2018-08-19 15:39
【摘要】：随着我国服务业的迅速发展，组织中的情绪问题已经成为组织行为管理研究的前沿问题。如何通过情绪劳动管理有效引导、调节和激发员工行为引起了理论界和实践界的共同关注。本文基于资源保存理论、控制论、行动理论和情感事件理论，在对情绪劳动、情绪表现规则、情绪状态和消极工作行为相关研究文献进行综述的基础上，进行了以下四项研究： 第一项研究：构建情绪表现规则与情绪劳动对工作行为影响机制模型。以资源保存理论、控制论、行动理论和情感事件理论为基础，构建情绪劳动的工作机制模型，综合分析情绪表现规则与情绪劳动对工作行为影响机制。运用情感事件理论分析员工的情绪如何影响其工作态度和行为，以及工作环境与工作事件如何影响员工的情感，旨在解释不断变化的情绪的过程，并且关注引起员工情绪变化的原因以及由此产生的结果；运用控制论分析情绪的调节作用，员工将自己感知到的情绪表现和组织要求的情绪表现规则相比较，发现其中的差异，不断地进行调节和控制，从而表现出符合组织要求的情绪行为；运用资源保存理论从资源的供需角度解释员工工作中资源的消耗和获取，以及因此可能产生的积极或消极的后果；运用行动理论分析员工在进行浅层行为和深层行为时心理状态的差异，解释浅层行为和深层行为对所需要投入的资源的要求，以及对个体行为产生的影响。 第二项研究：情绪表现规则对情绪劳动影响的实证研究。以商业银行的柜员为研究对象，采用问卷调查的方式收集数据，探讨银行柜员的情绪表现规则对情绪劳动的影响。在湖南、广东、浙江、广西省的多家商业银行发放问卷500份，对390份有效问卷数据进行相关分析、因子分析和回归分析。研究结果表明：(1)感知到的表达积极情绪的表现规则对深层行为具有显著地正向影响作用，对浅层行为具有显著地负向影响作用；(2)感知到的抑制消极情绪的表现规则对深层行为具有显著地负向影响作用，对浅层行为具有显著地正向影响作用；(3)相对于浅层行为，深层行为与感知到表达积极情绪的表现规则相关性更高；(4)相对于深层行为，浅层行为与感知到抑制消极情绪的表现规则相关性更高；(5)人口统计学变量（年龄、工作年限）具有调节作用。 第三项研究：情绪劳动与情绪状态对消极工作行为影响机理分析。在前述研究的基础上，提出消极工作行为的概念，运用资源保存理论和情感事件理论，讨论情绪劳动、情绪状态和消极工作行为的相互关系，并引入性别、学历和年龄等人口统计学变量作为调节变量，分析情绪劳动、情绪状态和消极工作行为的影响机理，并提出跨层次研究的理论假设。 第四项研究：情绪劳动与情绪状态对消极工作行为影响的跨层次实证研究。在开发和修正情绪劳动、情绪状态和消极工作行为量表的基础上，采取多元统计回归、分层线性模型和结构方程模型等研究方法对390份有效问卷数据进行分析，检验情绪劳动、情绪状态和消极工作行为的影响模型。研究结果表明：(1)浅层行为与消极情绪状态的增加正相关，，深层行为与积极情绪状态的增加正相关；(2)深层行为和消极工作行为负相关，浅层行为对消极工作行为影响不显著；(3)积极情绪状态调节情绪劳动和消极工作行为的相互关系；(4)人口统计学变量（性别、年龄和学历）具有调节作用。 最后，本文系统概括了主要的研究结论、理论进展和管理实践意义，并指出了本研究存在的不足以及有待进一步研究的问题。
[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.
【学位授予单位】：湖南大学
【学位级别】：博士
【学位授予年份】：2013
【分类号】：F272.92;F719
本文编号：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.
【学位授予单位】：湖南大学
【学位级别】：博士
【学位授予年份】：2013
【分类号】：F272.92;F719
【参考文献】
相关期刊论文 前2条
1 汪义贵;彭聪;吴国来;;情绪劳动研究的回顾与展望[J];心理研究;2012年04期
2 胡君辰;杨林锋;;“情绪劳动”要求与情绪耗竭:情绪劳动策略的中介作用研究[J];心理科学;2009年02期
本文编号：2192101
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