ABSTRACT An integrative theory that links general models of skill acquisition with ability determinants of individual differences in performance is presented. Three major patterns of individual differences during skill acquisition are considered: changes in between-subjects variability, the simplex pattern of trial intercorrelations, and changing ability–performance correlations with practice. In addition to a review of previous theory and data, eight experimental manipulations are used to evaluate the cognitive ability demands associated with different levels of information-processing complexity and consistency. Subjects practiced category word search, spatial figure, and choice reaction time tasks over several hundred trials of task practice. An air traffic controller simulation was used to show generalization to a complex task. Examinations of practice-related between-subjects variance changes and ability–performance correlations are used to demonstrate that an equivalence exists between three broad phases of skill acquisition and three cognitive–intellectual determinants of individual differences. (PsycINFO Database Record (c) 2012 APA, all rights reserved)

Emotional labour has been widely studied and is of considerable interest in relation to outcomes such as sense of accomplishment and burnout. There is a growing interest in individual differences in emotional labour and in organisational display rule perceptions. Personality and emotional intelligence (EI) are relevant to this, but their effects have been examined in a relatively small number of publications. The present study extends this literature by examining associations amongst personality, EI, display rule perceptions and emotional labour in a group of 247 undergraduate students. Surface acting (SA) was found to be positively correlated with Neuroticism and negatively correlated with Extraversion and Conscientiousness, whilst deep acting (DA) was positively correlated with Agreeableness and Extraversion. Positive display rule perceptions were correlated with Extraversion and negative display rule perceptions with Neuroticism. EI was unrelated to DA but negatively associated with SA and positively associated with positive display rule perceptions. Structural equation modelling showed that EI partially mediated the effect of personality on SA. The personality correlations were similar to previous results. For EI it appears that high-EI individuals are less likely to make use of the emotionally superficial SA strategy; this may be related to their superior emotion regulation capabilities.

The self is not a passive, indifferent, or unresponsive entity. Rather, the self is active, involved, and responsive, intentionally engaging in volitional processes to change, alter, or modify its thoughts, feelings, responses, and behaviors. Processes such as altering one's own behavior, resisting temptation, and changing one's moods are characterized by the terms self-control and self-regulation. More broadly, the self takes action, selects a response from numerous options, filters irrelevant information, and is responsible for response selection and enactment. The aspect of the self that initiates behaviors and makes selections is called the executive function. Our review focuses on the executive function of the self, with emphasis on self-regulation and self-control, which are considered subcomponent processes of the executive function.

Abstract Examines the Dollard et al. (1939) frustration-aggression hypothesis. The original formulation's main proposition is limited to interference with an expected attainment of a desired goal on hostile (emotional) aggression. Although some studies have yielded negative results, others support the core proposition. Frustrations can create aggressive inclinations even when they are not arbitrary or aimed at the subject personally. Interpretations and attributions can be understood partly in terms of the original analysis but they can also influence the unpleasantness of the thwarting. A proposed revision of the 1939 model holds that frustrations generate aggressive inclinations to the degree that they arouse negative affect. Evidence regarding the aggressive consequences of aversive events is reviewed, and Berkowitz's cognitive-neoassociationistic model is summarized.

This study uses S. E. Hobfoll's (1989) conservation of resources theory as a means of examining why emotional labor may or may not result in burnout. A model is developed that proposes that workers attempt to cope with role demands by performing surface or deep acting and that the effect of this expenditure of resources on worker burnout depends on the more immediate rewards of the service encounter and the application of internal and external resources specific to the needs at hand. This model is tested and confirmed using cross-sectional survey responses from 236 working adults. Research and practical implications are discussed.

http://linkinghub.elsevier.com/retrieve/pii/S0001879104000417

Abstract A dynamic, process-oriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral self-regulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional displays and emotional display rules are continuously compared. If a discrepancy between emotional displays and display rules is detected, individuals are proposed to use emotion regulation strategies to reduce the discrepancy. The goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance and explain how positive and negative outcomes can result from the emotional labor process. Propositions are developed throughout the paper. Copyright 2003 John Wiley & Sons, Ltd.

This study explored whether emotional display rules are perceived by part-time employees and their supervisors as formal job requirements. Results showed that display-related behaviours were thought to be required activities (i.e. in-role) by the majority of the sample, and that employees and supervisors generally agreed in this perception. Job-based differences in interpersonal requirements predicted the extent to which employees and supervisors categorized display-related behaviours as required, with more interpersonal requirements being associated with greater in-role categorization. Job-based differences in interpersonal requirements also predicted the level of agreement between employees and supervisors in categorizing display-related behaviours as in-role or extra-role. Finally, job satisfaction and job involvement predicted the extent to which employees categorized emotional display behaviours as being required in their jobs, with more satisfied and more involved individuals rating emotional display behaviours as in-role at a higher rate than less satisfied and less involved individuals.

Research on emotional labor focuses on how employees utilize 2 main regulation strategies-surface acting (i.e., faking one's felt emotions) and deep acting (i.e., attempting to feel required emotions)-to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles-non-actors, low actors, surface actors, deep actors, and regulators-and found that these actor profiles were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and emotion demands-abilities fit) and differentially predicted employee outcomes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.

Abstract The present work suggests that self-control relies on glucose as a limited energy source. Laboratory tests of self-control (i.e., the Stroop task, thought suppression, emotion regulation, attention control) and of social behaviors (i.e., helping behavior, coping with thoughts of death, stifling prejudice during an interracial interaction) showed that (a) acts of self-control reduced blood glucose levels, (b) low levels of blood glucose after an initial self-control task predicted poor performance on a subsequent self-control task, and (c) initial acts of self-control impaired performance on subsequent self-control tasks, but consuming a glucose drink eliminated these impairments. Self-control requires a certain amount of glucose to operate unimpaired. A single act of self-control causes glucose to drop below optimal levels, thereby impairing subsequent attempts at self-control. ((c) 2007 APA, all rights reserved).

The article discusses the emotion regulation in the workplace. The topic of emotions in the workplace is beginning to gain closer attention by researchers and theorists. The study of emotional labor addresses the stress of managing emotions when the work role demands that certain expressions be shown to customers. However, there has been no overarching framework to guide this work, and the previous studies have often disagreed on the definition and operationalization of emotional labor. The purposes of this article are as follows: to review and compare previous perspectives of emotional labor, to provide a definition of emotional labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for understanding the mechanisms of emotional labor, and to present a model of emotional labor that includes individual differences.

Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surface acting (modifying facial expressions) and deep acting (modifying inner feelings) were tested as predictors of stress and of coworker-rated affective delivery. Consistent with a dramaturgical perspective, affective delivery ratings were negatively related to surface acting but positively related to deep acting. Surface acting, but not deep acting, was related to stress.

Abstract According to the strength model, self-control is a finite resource that determines capacity for effortful control over dominant responses and, once expended, leads to impaired self-control task performance, known as ego depletion. A meta-analysis of 83 studies tested the effect of ego depletion on task performance and related outcomes, alternative explanations and moderators of the effect, and additional strength model hypotheses. Results revealed a significant effect of ego depletion on self-control task performance. Significant effect sizes were found for ego depletion on effort, perceived difficulty, negative affect, subjective fatigue, and blood glucose levels. Small, nonsignificant effects were found for positive affect and self-efficacy. Moderator analyses indicated minimal variation in the effect across sphere of depleting and dependent task, frequently used depleting and dependent tasks, presentation of tasks as single or separate experiments, type of dependent measure and control condition task, and source laboratory. The effect size was moderated by depleting task duration, task presentation by the same or different experimenters, intertask interim period, dependent task complexity, and use of dependent tasks in the choice and volition and cognitive spheres. Motivational incentives, training on self-control tasks, and glucose supplementation promoted better self-control in ego-depleted samples. Expecting further acts of self-control exacerbated the effect. Findings provide preliminary support for the ego-depletion effect and strength model hypotheses. Support for motivation and fatigue as alternative explanations for ego depletion indicate a need to integrate the strength model with other theories. Findings provide impetus for future investigation testing additional hypotheses and mechanisms of the ego-depletion effect.

Proposed as a theory of motivation, the basic tenet of conservation of resources (COR) theory is that humans are motivated to protect their current resources and acquire new resources. Despite its recent popularity in the organizational behavior literature, several criticisms of the theory have emerged, primarily related to the central concept of resources. In this review, we address concerns regarding the conceptualization, conservation, acquisition, fluctuation, and measurement of resources. We highlight gaps in the COR literature that can be addressed by integrating research from other areas of psychology and management. In this manner, we hope to push the COR literature forward by resolving several concerns and providing suggestions for future research that might address other concerns.

Organizational researchers are increasingly interested in modeling the multilevel nature of organizational data. Although most organizational researchers have chosen to investigate these models using traditional Ordinary Least Squares approaches, hierarchical linear models (i.e., random coefficient models) recently have been receiving increased attention. One of the key questions in using hierarchical linear models is how a researcher chooses to scale the Level-1 independent variables (e.g., raw metric, grand mean centering, group mean centering), because it directly influences the interpretation of both the level-1 and level-2 parameters. Several scaling options are reviewed and discussed in light of four paradigms of multilevel/cross-level research in organizational science: incremental (i.e., group variables add incremental prediction to individual level outcomes over and above individual level predictors), mediational (i.e., the influence of group level variables on individual outcomes are mediated by individual perceptions), moderational (i.e., the relationship between two individual level variables is moderated by a group level variable), and separate (i.e., separate within group and between group models). The paper concludes with modeling recommendations for each of these paradigms and discusses the importance of matching the paradigm under which one is operating to the appropriate modeling strategy.

研究采用问卷法,抽取服务行业员工样本357份,探讨人格特质（QZPS）、情绪劳动策略对心理健康的作用机制。结果显示：（1）在QZPS中,善良预测较少的表层动作,较多的自动调节;才干预测较多的深层加工;行事风格预测较多自动调节;情绪性预测较少的深层加工;他人指向预测较少的表层调节,较多的自动调节;自我指向预测较多的深层调节;事物指向预测较多的自动调节和深层加工,较少的表层动作。（2）表层劳动预测较差的心理健康,深层劳动和自动调节预测较好的心理健康。（3）表层动作在善良、他人指向与心理健康之间起显著中介作用,深层加工在情绪性、才干、自我指向、事物指向与心理健康之间起显著中介作用。自动调节在善良、行事风格、事物指向与心理健康之间起显著的中介作用。（4）外向性可直接作用于心理健康。研究显示,外向性、善良、才干、行事风格、他人指向、自我指向、事物指向等QZPS特质高分者都比较容易适应服务行业,＂情绪性＂高分者从事服务行业工作将有较大的心理健康代价。另外,从深层调节和自动调节角度开展心理健康培训、职业心理咨询及自我调节,可增强员工对服务工作的适应性,并促进心理健康。

The article presents a study on the relationship of emotional labor with well-being and performance outcomes of employees. It states that in predicting performance outcomes and well-being it uses meta-analytic regression analysis to provide data on the link of emotion-rule dissonance, deep acting, and surface acting. Results reveal that emotional-rule dissonance and surface acting are harmful to both performance outcomes and well-being.

The article examines how emotional intelligence, gender and autonomy moderate the effect of emotional labor process on well-being of employees from eight customer service organizations. Findings reveal that emotional intelligence, unlike gender and autonomy, is not a significant moderator of the relations between emotional labor strategies and personal outcomes of emotional exhaustion, affective well-being and job satisfaction.

The authors investigated 2 broad issues: (a) across- and within-individual relationships between mood and job satisfaction and (b) spillover in moods experienced at work and at home. Using an experience-sampling methodology, they collected multisource data from a sample of 74 working individuals. Multilevel results revealed that job satisfaction affected positive mood after work and that the spillover of job satisfaction onto positive and negative mood was stronger for employees high in trait-positive and trait-negative affectivity, respectively. Results also revealed that the effect of mood at work on job satisfaction weakened as the time interval between the measurements increased. Finally, positive (negative) moods at work affected positive (negative) moods experienced later at home.

In response to 2 areas for development in the emotional labor literature—(a) the contemporaneous associations between emotional labor and affective reactions, and (b) whether emotional labor might be more personally costly for some employees than others—this study tested a conceptual model explaining the differential effects of deep and surface acting on job satisfaction and emotional exhaustion via their asymmetrical influences on mood, and whether extraverts fare better when engaging in emotional labor. As expected, surface acting was positively associated with negative mood, and this explained some of the association of surface acting with increased emotional exhaustion and decreased job satisfaction. Contrary to hypotheses, deep acting was unrelated to job satisfaction and was associated with lower positive affect. Extraversion moderated several emotional labor relationships such that, in general, surface and deep acting had more positive (or less negative) effects for extraverts (compared to introverts). Overall, the results support the importance of considering the roles of mood and disposition in the impact of emotional labor.

The exponential growth of the service economy has increased the attention that organizational researchers have paid to the concept of emotional labor. Although much progress has been made in the field, few studies have provided an integrated picture of how individual dispositions, perceived display rules, and emotional labor behaviors shape employee outcomes. To clarify and compare results across this growing body of literature, a quantitative review was developed, along with a theoretically derived path diagram of key emotional labor constructs. Evidence from our structural meta-analytic model based on 116 primary studies demonstrates that examining affective dispositions and emotional labor constructs and the pattern of positive and negative results helps to clarify and add specificity to the literature. Results were consistent with the perspective that surface acting emotion regulation strategies have a pattern of negative relationships with work outcomes of job satisfaction and stress/exhaustion (but not with job performance), whereas deep acting emotion regulation strategies have a pattern of positive relationships with all of these work outcomes.

Integrates two central constructs of applied psychology, motivation and cognitive ability within an information-processing framework. Role of cognitive-intellectual abilities in predicting individual differences in job performance; Simultaneous effects of training content, goal setting and ability-performance interactions; Notions of ability-motivation interaction and design of training and motivation programs.

In this study, we examine frontline employees in a multifoci approach for clarifying relationships between social stressors caused by supervisors, colleagues and customers, and turnover intentions, sick leave and service sabotage. The study also considers caring climates and service climates for moderating effects. Data were collected from 420 frontline employees and 30 supervisors in 30 hotels in the hospitality industry. Hierarchical linear model analysis confirmed that supervisor-caused stressors were more strongly related to turnover intention; colleague-caused stressors were more strongly related to sick leave; and customer-caused stressors were more strongly related to service sabotage. In addition, caring climates moderated the relationships between supervisor- and customer-caused stressors and turnover intentions. Service climates moderated the relationships between supervisor- and customer-caused stressors and service sabotage. The findings corroborate the target similarity model. The implications of this study for research and practice are discussed.

自我调节影响到个体身体、心理健康,教育、社会成就等多方面心理行为结果。自我调节存在多种定义,以两种取向为主,在过程上以自我监测与自我控制为核心。自我调节是具有生理基础的有限资源,前额叶是其最重要的神经结构,并以自上而下的方式对皮层下组织进行调节。在教育、工业/组织以及健康心理学中的应用研究较为广泛。未来研究中,自我调节的综合分析以及各领域间的交流合作需要加强,自我调节的能量模型需要进一步完善,中国本土研究以及跨文化研究需要增多。

Abstract Although organizational research on health-related behaviors has become increasingly popular, little attention has been paid to unhealthy eating. Drawing on the self-regulation perspective, we conducted 2 daily diary studies to examine the relationships between work-related stressors, sleep quality, negative mood, and eating behaviors. Study 1 sampled 125 participants from 5 Chinese information technology companies and showed that when participants experienced higher levels of job demands in the morning, they consumed more types of unhealthy food and fewer types of healthy food in the evening. In addition, sleep quality from the previous night buffered the effect of morning job demands on evening unhealthy food consumption. Study 2 used data from 110 customer service employees from a Chinese telecommunications company and further demonstrated a positive association between morning customer mistreatment and evening overeating behaviors, as well as the buffering effect of sleep quality. Results from Study 2 also supported afternoon negative mood as a mediator linking morning customer mistreatment to evening overeating behaviors. Finally, our findings revealed that the buffering effect of sleep quality was channeled through employees' vigor in the morning, which subsequently weakened the effect of customer mistreatment on negative mood. (PsycINFO Database Record (c) 2017 APA, all rights reserved).

The study was to investigate which one of the emotional labors, surface acting and deep acting, had better effect on later performance and self authenticity. Combined Muraven, Tice & Boumeister(1998)’s dual-task paradigm and Gross (1998)’s emotion regulation paradigm, conducting two kinds of emotional labor by instructions before watching emotional (most sadness and pain) eliciting film, while emotional consequences in subjective report, expressive behavior and physiological responses were measured, and then two effects of emotional labors, e.g. later mathematics performance and self authenticity, were tested as well. The results: (1) One need to pay significant effort and feel difficult to perform surface- and deep-action in emotional labors, and deep-action would attract more attention; (2) Both surface-action and deep- action resulted in decreased sadness, but deep-action activated stronger physiological response (e.g. less increased in R-R interval inter-beat).(3)surface-action resulted in poorer performance in mathematics and lower self authenticity. Conclusion: If it is needed to keep smiling under sad experience, deep-action is a positive one

本文检验了表层扮演和深层扮演分别与情绪展现规则和工作倦怠之间的关系,并探讨了消极情感和社会技能对上述关系的调节作用。研究结果表明,情绪展现规则能带来深层扮演,而其与表层扮演之间的关系受到消极情感与社会技能的调节。对消极情感较高和(或)社会技能较低的个体而言,情绪展现规则促进了表层扮演。表层扮演与工作倦怠之间具有正相关关系,而对消极情感较高的个体而言,两者之间的关系要更强。

Abstract Three experiments were conducted to determine whether feeding semduramicin at recommended levels would affect the broiler chicken's response to dietary methionine. In Experiment 1, three levels of methionine (0, 0.15, 0.30%) were fed to chicks in battery brooders. In Experiment 2, two levels of protein (18 and 22%) and three levels of methionine (0, 0.15, 0.30%) were fed to chicks in floor pens from 18 to 44 d. In Experiment 3, two methionine supplements were fed during each of the starter (0 and 0.21%, 0 to 18 d) and grower (0 and 0.10%, 18 to 35 d) periods to chicks in floor pens. In all experiments, male commercial broiler chicks were used, and all diets were fed with and without 25 mg/kg diet of semduramicin. The basal diets were based on corn, soybean meal, and poultry oil. In Experiment 1, there was a growth and feed conversion ratio response to methionine supplements, but there was no effect of semduramicin on growth nor any semduramicin by methionine supplement interaction. In Experiment 2, at 44 d, protein and methionine levels both influenced feed conversion ratios, but semduramicin did not. Feeding 22 vs 18% protein increased carcass and breast muscle yields and decreased abdominal fat pad weights. The results of Experiments 2 and 3 were very similar. Overall, the effects of semduramicin on growth and processing parameters were small and not significant, but considerable benefits in performance and carcass parameters could be realized by feeding the higher levels of protein or methionine.

AbstractResearch has established that groups are pervaded by feelings. But group emotion research within organizational science has suffered in recent years from a lack of terminological clarity, from a narrow focus on small groups, and from an overemphasis on micro-processes of emotion transmission. We address those problems by reviewing and systematically integrating relevant work conducted not only in organizational science, but also in psychology and sociology. We offer a definition of group emotions and sort the conceptual space along four dimensions: group emotion responses, recognition, regulation, and reiteration. We provide evidence that group emotions occur at all levels of analysis, including levels beyond small work groups. The accounts of group emotion emergence at higher levels of analysis differ substantially between organizational science, psychology, and sociology. We review these accounts mergence through inclination, interaction, institutionalization, or identification nd then synthesize them into one parsimonious model. The consequences of different group emotions are reviewed and further constructs (including emotional aperture, group emotional intelligence, emotional culture, and emotional climate) are discussed. We end with a call for future research on several neglected group emotion topics including the study of discrete shared emotions, emotions at multiple levels, the effects of social network patterns, and effects on group functioning.

如何开展员工情绪劳动管理,避免负面行为结果,是服务行业面对的重要问题。以788名呼叫中心员工为研究对象,本文获得的结果表明:1)表层动作显著促进主动破坏行为,而深层动作的影响不显著。2)政策强度感知显著调节表层动作与主动破坏行为间关系;当政策强度感知较低时,表层动作对主动破坏行为的正向影响更为显著。3)情感社会分享显著调节深层动作与主动破坏行为间关系;当情感社会分享水平较高时,深层动作对主动破坏行为的负向影响更为显著。本研究从资源保存视角提出工作场所开展情绪劳动管理的有效策略。

Abstract The authors review evidence that self-control may consume a limited resource. Exerting self-control may consume self-control strength, reducing the amount of strength available for subsequent self-control efforts. Coping with stress, regulating negative affect, and resisting temptations require self-control, and after such self-control efforts, subsequent attempts at self-control are more likely to fail. Continuous self-control efforts, such as vigilance, also degrade over time. These decrements in self-control are probably not due to negative moods or learned helplessness produced by the initial self-control attempt. These decrements appear to be specific to behaviors that involve self-control; behaviors that do not require self-control neither consume nor require self-control strength. It is concluded that the executive component of the self--in particular, inhibition--relies on a limited, consumable resource.

据2017年四季度对规模以上服务业企业的问卷调查，企业对未来经营预期普遍较为乐观，四季度经营预期指数达到61．5％，比上年同期和三季度明显提高。2018年服务业仍将有望继续保持平稳较快的发展态势。

有关情绪智力的研究受到人们越来越多地关注,并已经取得了长足的进展.尤其是其中的能力模型理论颇具影响力.该理论将情绪智力界定为一种独立的智力成分,并深入阐述了情绪智力的本质及测量问题,是一个有价值的理论.文章对该理论模型的现有的研究做了大致的回顾.

情绪劳动策略是指员工为满足组织的情绪表达规则而使用的调节情绪表达的方法。文章通过梳理情绪劳动策略的最新研究成果，分析了情绪劳动策略的概念内涵与结构维度，重点从情绪劳动策略的影响因素与影响效果两个方面对现有研究进行了评述，进而探讨了情绪劳动策略变化性及其影响结果，最后指出以往研究不足及未来研究方向。

Abstract Goldberg (1992) developed a robust set of 100 adjective markers for the Big-Five factor structure found in phenotypic personality description. Because and even briefer marker set might be advantageous under certain assessment conditions, the performance of these 100 markers in 12 data sets was scrutinized, leading to the selection of an optimally robust subset of only 40 adjectives. This "Mini-Marker" subset demonstrated unusually impressive features for an abbreviated inventory, consisting of five scales that show, in comparison to the original scales, less use of difficult items, lower interscale correlations, and somewhat higher mean inter-item correlations; alpha reliabilities are somewhat lower. A format for administering this briefer inventory is appended.

http://doi.apa.org/getdoi.cfm?doi=10.1037/0021-9010.71.3.432

This series of studies describes the development of a measure of emotional intelligence based on the model of emotional intelligence developed by Salovey and Mayer [Salovey, P. & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9, 185 211.]. A pool of 62 items represented the different dimensions of the model. A factor analysis of the responses of 346 participants suggested the creation of a 33-item scale. Additional studies showed the 33-item measure to have good internal consistency and testretest reliability. Validation studies showed that scores on the 33-item measure

Two studies examined the hypothesized status of appraisals, relative to attributions, as proximal antecedents of emotion. In Study 1, which looked at 6 emotions (happiness, hope-challenge, anger, guilt, fear-anxiety, and sadness), undergraduates (N = 136) reported on their attributions, appraisals, and emotions during past encounters associated with a variety of situations. In Study 2, which was focused on anger and guilt, undergraduates (N = 120) reported on these same variables in response to experimenter-supplied vignettes that systematically manipulated theoretically relevant attributions. The results of both studies indicated that the emotions were more directly related to appraisals than they were to attributions, and Study 2 provided evidence that appraisal serves as a mediator between attribution and emotional response. These findings lend support to the hypothesized status of appraisal as the most proximal cognitive antecedent of emotion.

Work experience and related concepts such as tenure and seniority have been and continue to be used extensively in a variety of human resource functions. However, research on experience has proceeded without a clear theoretical orientation, adequate consideration of contextual and individual factors, and appropriate attention to measurement and design. These issues are addressed and a model of the work experience construct is offered. Work experience is described as consisting of qualitative and quantitative components that exist at different levels of specification and which interact and accrue over time. The model provides a nomological net for the experience construct linking it to contextual and individual factors critical for the development of experience and its translation into immediate outcomes of work-based knowledge, skills, attitudes, and motivation, and secondary outcomes such as performance. The model provides a basis for specific research propositions and human resource applications that consider work experience as a multidimensional, multilevel, and temporally dynamic construct.

ABSTRACT Taking emotion and resource perspectives, we examined the daily relationship between customers' mistreatment of employees and employee sabotage of customers, as well as employees' individual- and unit-level emotion-based and resource-based moderators for this relationship. Multilevel analyses of daily survey data from 131 call center employees showed that daily customer mistreatment significantly predicted customer-directed sabotage. In addition, supporting the emotion perspective, employees' negative affectivity exacerbated the effect of customer mistreatment on customer-directed sabotage, whereas employees' self-efficacy for emotional regulation weakened such effect. Further, supporting the resource perspective, job tenure and service rule commitment both weakened the effect of customer mistreatment.

Drawing on cognitive rumination theories and conceptualizing customer service interaction as a goal attainment situation for service employees, the current study examined employee rumination about negative service encounters as an intermediate cognitive process that explains the within-person fluctuations in negative emotional reactions resulting from customer mistreatment. Multilevel analyses of 149 call-center employees' 1,189 daily surveys revealed that on days that a service employee received more (vs. less) customer mistreatment, he or she ruminated more (vs. less) at night about negative encounters with customers, which in turn led to higher (vs. lower) levels of negative mood experienced in the next morning. In addition, service rule commitment and perceived organizational support moderated the within-person effect of customer mistreatment on rumination, such that this effect was stronger among those who had higher (vs. lower) levels of service rule commitment but weaker among those who had higher (vs. lower) levels of perceived organizational support. Theoretical and practical implications of these findings are discussed.

Abstract In recent studies of the structure of affect, positive and negative affect have consistently emerged as two dominant and relatively independent dimensions. A number of mood scales have been created to measure these factors; however, many existing measures are inadequate, showing low reliability or poor convergent or discriminant validity. To fill the need for reliable and valid Positive Affect and Negative Affect scales that are also brief and easy to administer, we developed two 10-item mood scales that comprise the Positive and Negative Affect Schedule (PANAS). The scales are shown to be highly internally consistent, largely uncorrelated, and stable at appropriate levels over a 2-month time period. Normative data and factorial and external evidence of convergent and discriminant validity for the scales are also presented.

introduce a theory of affective experience at work which emphasizes the role of work events as proximal causes of affective reactions / discuss the structure of affective experiences, their situational and dispositional causes and their effects on performance and job satisfaction / [present] a general overview of the previous positions on job satisfaction, and then contrast these positions with one that focuses on affective experiences 3 theoretical approaches to job satisfaction [cognitive judgment approach, social influences approach, dispositional approach] / Affective Events Theory (AET): an overview / previous research consistent with AET [Hersey (1932), Herzberg, Mausner, and Snyderman (1959)] / the nature of emotions and moods / other causes of affect levels at work [dispositional influences on affect, environmental causes] / emotion episodes: the ebb and flow of emotional experience / affective cycles: exogenous and endogenous causes / affect and satisfaction judgments / affect and performance (PsycINFO Database Record (c) 2015 APA, all rights reserved)

Recently, increasing numbers of scholars have argued that emotional intelligence (EI) is a core variable that affects the performance of leaders. In this study, we develop a psychometrically sound and practically short EI measure that can be used in leadership and management studies. We also provide exploratory evidence for the effects of the EI of both leaders and followers on job outcomes. Applying Gross' emotion regulation model, we argue that the EI of leaders and followers should have positive effects on job performance and attitudes. We also propose that the emotional labor of the job moderates the EI ob outcome relationship. Our results show that the EI of followers affects job performance and job satisfaction, while the EI of leaders affects their satisfaction and extra-role behavior. For followers, the proposed interaction effects between EI and emotional labor on job performance, organizational commitment, and turnover intention are also supported.

满意的员工会倾向采用什么情绪劳动策略？满意氛围是会显著加强或削弱员工情绪劳动策略对情绪耗竭的作用？文章试图去回答这两个问题。文章采用问卷调查法，对某市一家国有大型企业五县市的42个营业厅和呼叫中心进行调查，在412份有效问卷的基础上，采用SPSS、Amos和HLM软件对数据进行分析，结果显示：（1）工作满意对情绪劳动策略有显著影响，具体为：对表面行为存在显著负向影响；对深度行为存在显著正向影响；对中性调节存在显著正向影响。（2）情绪劳动策略对情绪耗竭有显著影响，具体为：表面行为对情绪耗竭存在显著正向影响；深度行为对情绪耗竭存在显著负向影响；中性调节对情绪耗竭存在显著负向影响。（3）满意氛围对情绪劳动策略与情绪耗竭之间的关系存在显著的微弱调节作用，具体为：满意氛围加强表面行为对情绪耗竭的正向作用；满意氛围对深度行为与情绪耗竭之间关系的调节作用不显著；满意氛围削弱中性调节对情绪耗竭的负向作用。最后文章认为：在这家国有大型企业中的42个服务团队，让员工快乐的工作不失为一个好策略。

情绪劳动是服务领域普遍存在的现象,无论对服务员工个人还是组织 绩效都有重要的影响.将组织公平理论引入到情绪劳动研究领域中,探讨四维结构的组织公平感对情绪劳动三种表演策略产生何种影响.通过对多个服务行业的 213名员工进行调查和数据分析,结果表明:程序公平可以抑制一线服务员工的表层表演,促进深层表演和真实表达;分配公平对真实表达有显著促进作用;领导 公平对深层表演有显著促进作用.研究结果将聚焦于个人和情境因素的情绪劳动前因研究拓展到了组织领域,进一步深化已有理论认识,使情绪劳动理论更加完整, 同时也为服务员工的管理实践以理论指导.

In this article, the state of the art of research on emotion work (emotional labor) is summarized with an emphasis on its effects on well-being. It starts with a definition of what emotional labor or emotion work is. Aspects of emotion work, such as automatic emotion regulation, surface acting, and deep acting, are discussed from an action theory point of view. Empirical studies so far show that emotion work has both positive and negative effects on health. Negative effects were found for emotional dissonance. Concepts related to the frequency of emotion expression and the requirement to be sensitive to the emotions of others had both positive and negative effects. Control and social support moderate relations between emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work and organizational problems leads to high levels of burnout.

Abstract Based on self-regulation theories of stress processes, this study proposed a model to examine the within-person mediation relationship between morning commuting stressors and self-regulation at work via morning commuting strain. In addition, the study examined the moderating roles of daily task significance, daily family interference with work, and commuting means efficacy in this mediation model. Results from 45 bus commuters' daily diary data over a period of 15 workdays indicated that the amount of morning commuting stressors experienced by the bus commuters was positively related to their morning commuting strain, which, in turn, had a negative impact on self-regulation at work. At the within-person level, daily task significance buffered the negative indirect relationship between morning commuting stressors and self-regulation at work via morning commuting strain, whereas daily family interference with work in the morning exacerbated this negative indirect relationship. Further, at the between-person level, commuting means efficacy buffered this negative indirect relationship such that the negative indirect effect was weaker for workers with higher (vs. lower) commuting means efficacy. Theoretical and practical implications of these findings are discussed.