东北大学学报（自然科学版）

东北大学学报(自然科学版) ›› 2013, Vol. 34 ›› Issue (5): 753-756.DOI: -

• 管理科学 • 上一篇    下一篇

情绪智力与组织公民行为:情绪劳动的中介作用

杨勇1，唐帅2，马钦海1，孙琦1   

  1. (1东北大学工商管理学院，辽宁沈阳110819；2广州市工贸技师学院，广东广州510425)
  • 收稿日期:2012-11-19 修回日期:2012-11-19 出版日期:2013-05-15 发布日期:2013-07-09
  • 通讯作者: 杨勇
  • 作者简介:杨勇(1979-)，男，辽宁开原人，东北大学博士研究生；马钦海(1963-)，男，山东鱼台人，东北大学教授，博士生导师.
  • 基金资助:
    国家自然科学基金资助项目(71272162).

Emotional Intelligence and Organizational Citizenship Behavior: the Mediating Role of Emotional Labor

YANG Yong1， TANG Shuai2， MA Qinhai1， SUN Qi1   

  1. 1. School of Business Administration， Northeastern University， Shenyang 110819， China; 2. Guangzhou Industry ＆ Trade Technician College， Guangzhou 510425， China.
  • Received:2012-11-19 Revised:2012-11-19 Online:2013-05-15 Published:2013-07-09
  • Contact: YANG Yong
  • About author:-
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摘要： 组织公民行为是服务员工人际关系的润滑剂，对工作绩效的提高有重要影响.在影响组织公民行为的因素中，情绪智力有着其独特的地位.通过对多个服务行业的服务员工调查，结果发现:情绪智力积极影响服务员工的组织公民行为，情绪智力积极影响表层表演，情绪智力积极影响深层表演，深层表演积极影响组织公民行为，深层表演在情绪智力与组织公民行为之间起部分中介作用.研究结果研究不仅弥补了组织公民行为理论研究的不足，而且具有服务组织管理实践的理论指导意义.

关键词: 情绪智力, 情绪劳动策略, 表层表演, 深层表演, 组织公民行为

Abstract: Organizational citizenship behavior is a lubricant of service staff’s interpersonal relationship and exerts an important impact on their work performance. Among the factors affecting organizational citizenship behavior， emotional intelligence has its distinct status. Based on the survey of a variety of service staff， it was found that emotional intelligence has an obvious positive effect on organizational citizenship behavior， emotional intelligence has an obvious positive effect on both surface and deep acting， deep acting has an obvious positive effect on organizational citizenship behavior， and deep acting partly mediates between emotional intelligence and organizational citizenship behavior. The results not only fill the gaps of organizational citizenship behavior research， but also give theoretical guidance in the management practices of service organizations.

Key words: emotional intelligence, emotional labor strategy, surface acting, deep acting, organizational citizenship behavior

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