情绪劳动对组织公民行为的作用机制:基于服务氛围视角

doi:10.12068/j.issn.1005-3026.2017.03.029

东北大学学报:自然科学版 ›› 2017, Vol. 38 ›› Issue (3): 448-452.DOI: 10.12068/j.issn.1005-3026.2017.03.029

情绪劳动对组织公民行为的作用机制:基于服务氛围视角

邹振栋¹ ，杨勇²，王慧³，马钦海¹

(1. 东北大学工商管理学院，辽宁沈阳110619； 2. 东北大学秦皇岛分校管理学院，河北秦皇岛 066004； 3. 东北大学秦皇岛分校财经处，河北秦皇岛066004)

收稿日期:2015-10-26 修回日期:2015-10-26 出版日期:2017-03-15 发布日期:2017-03-24
通讯作者: 邹振栋
作者简介:邹振栋(1979-)，男，黑龙江牡丹江人，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)；辽宁省社会科学规划基金资助项目(L15BGL036)；中央高校基本科研业务费专项资金资助项目(N142303005)；河北省高等学校青年拔尖人才计划项目(BJ201607).

Working Mechanism Between Emotional Labor and Organizational Citizenship Behavior: From the Service Climate Perspective

ZOU Zhen-dong¹， YANG Yong²， WANG Hui³， MA Qin-hai¹

1. School of Business Administration， Northeastern University， Shenyang 110619，China; 2.School of Management， Northeastern University at Qinhuangdao， Qinhuangdao 066004， China; 3. Finance and Economics Department， Northeastern University at Qinhuangdao， Qinhuangdao 066004， China.

Received:2015-10-26 Revised:2015-10-26 Online:2017-03-15 Published:2017-03-24
Contact: YANG Yong
About author:-
Supported by:
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摘要/Abstract

摘要： 为了研究情绪劳动对中国文化情境下组织公民行为的作用机理，通过多时间点的调研方式，获得312名服务员工数据，并运用AMOS和SPSS统计工具对数据进行分析.研究结果表明:表层表演负向影响个体指向、群体指向、组织指向和社会指向组织公民行为；深层表演对组织公民行为的四个维度均具有正向影响，即个体指向、群体指向、组织指向和社会指向组织公民行为；服务氛围在表层表演与群体指向、社会指向组织公民行为之间起正向调节作用.

关键词: 情绪劳动, 组织公民行为, 服务氛围, 调节作用, 中国情境

Abstract: In order to research how emotional labor works on organizational citizenship behavior in Chinese cultural context， the data of 312 staff were obtained through multi-time investigation and then analyzed by using AMOS and SPSS statistical tools. The research results were as follows: surface acting has negative significant effect on the four dimensions of organizational citizenship behavior including individual foci citizenship behavior， group foci citizenship behavior， organizational foci citizenship behavior and social foci citizenship behavior; deep acting has positive significant effect on the four dimensions of organizational citizenship behavior; and service climate has positive moderation effect on the relationship between surface acting and group foci together with social foci organizational citizenship behavior.

Key words: emotional labor, organizational citizenship behavior, service climate, moderation effect, Chinese context

中图分类号:

F406.15

邹振栋，杨勇，王慧，马钦海. 情绪劳动对组织公民行为的作用机制:基于服务氛围视角[J]. 东北大学学报:自然科学版, 2017, 38(3): 448-452.

ZOU Zhen-dong， YANG Yong， WANG Hui， MA Qin-hai. Working Mechanism Between Emotional Labor and Organizational Citizenship Behavior: From the Service Climate Perspective[J]. Journal of Northeastern University Natural Science, 2017, 38(3): 448-452.

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情绪劳动对组织公民行为的作用机制:基于服务氛围视角

Working Mechanism Between Emotional Labor and Organizational Citizenship Behavior: From the Service Climate Perspective

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