员工负性情绪对情绪劳动策略的影响

doi:10.3724/SP.J.1041.2019.00353

摘要/Abstract

摘要：

情绪劳动指的是员工在工作中按照组织的要求来调节自己的情绪感受和表达, 是服务行业普遍关注的问题。本研究基于自我调节理论(Self-Regulation Theory), 探讨了员工个体内负性情绪对情绪劳动策略的影响效应, 以及个体间水平上员工工作年限和情绪智力对该效应的跨层次调节作用。通过分析收集自210名呼叫中心员工14个工作日的追踪数据, 本研究发现员工每天的负性情绪显著抑制了深层动作; 工作年限和情绪智力显著调节了个体内负性情绪对情绪劳动策略的影响效应。数据分析结果支持了情绪劳动的研究中自我调节理论的作用, 本研究也据此讨论了理论意义和实践应用价值。

关键词: 负性情绪, 情绪劳动策略, 工作年限, 情绪智力

Abstract:

Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals. Instead of conceptualizing emotional labor as a stable behavioral tendency, the current study applied self-regulation theory to understand emotional labor (expressing proper emotion at work) as a self-regulation process, and specific emotional labor strategies (i.e., deep acting and surface acting) as approaches employees use to cope with negative moods on a daily basis.
By surveying 210 customer service representatives of a call center for fourteen consecutive workdays, this diary study examined a multilevel model of daily emotional labor, with morning negative affect as a within-person level predictor, and employee job tenure and emotional intelligence as between-person level moderators. Specifically, the main effects of daily negative affect on emotional labor strategies were reflected by mean values of the random slopes at the within-person level. To test the cross-level interactive effects, the random slopes of “morning negative affect-daily emotional labor strategies” relations were regressed on job tenure and emotional intelligence; the interactive effects were indicated by significant effects of between-level moderators on given within-level random slopes.
Results showed that service employees were more likely to engage in deep acting on days when they experience lower levels of negative mood. Further, job tenure and emotional intelligence significantly attenuated the negative effect of morning negative affect on daily deep acting. Specifically, the negative relationship between morning negative affect and daily deep acting was weaker (versus stronger) for employees with longer (versus shorter) job tenure, or higher (versus lower) emotional intelligence. Additionally, employees’ emotional intelligence also moderated the relationship between morning negative affect and surface acting, but in different directions. To be concrete, for employees with higher emotional intelligence, there was a positive relationship between morning negative affect and daily surface acting; whereas the relationship reflected a negative trend for employees with less emotional intelligence.
The current study contributes to the literature of emotional labor in several aspects. First, drawing on self-regulation theory, the current study conceptualized emotional labor as a coping strategy in employees’ daily self-regulation process. In conceptualizing deep acting and surface acting as coping strategies consuming different levels of resources, the current study provided a resources-based mechanism underlying the “negative affect-emotional labor strategy” linkage. Second, the current study also investigated cognitive resource (i.e., job tenure) and self-regulation resource (i.e., emotional intelligence) at the individual level as boundary conditions that shape the impact of daily negative affect on emotional labor strategies. In doing so, we were able to support the resource-based theoretical mechanism between the “negative affect-emotional labor strategy” linkage, and expand the literature on emotional labor.

Key words: daily negative affect, emotional labor strategies, job tenure, emotional intelligence

中图分类号:

B849:C93

房俨然, 魏薇, 罗萍, 刘晓东, 施俊琦, 战宇杰. (2019). 员工负性情绪对情绪劳动策略的影响. 心理学报, 51(3), 353-365.

FANG Yanran, WEI Wei, LUO Ping, LIU Xiaodong, SHI Junqi, ZHAN Yujie. (2019). Daily negative affect and emotional labor strategies. Acta Psychologica Sinica, 51(3), 353-365.

图/表 7

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变量	M	SD	1	2	3	4	5	6	7	8	9	10	11	12	13
1. 年龄	25.11	2.33
2. 性别	0.89	0.31	0.02
3. 正性情感特质	3.34	0.46	0.00	-0.20**	(0.70)
4. 负性情感特质	2.48	0.60	0.06	0.09	0.04	(0.82)
5. 深层动作倾向	4.08	0.57	0.02	-0.02	0.09	-0.08	(0.77)
6. 表层动作倾向	3.56	0.65	-0.02	0.01	0.04	0.11	0.16*	(0.72)
7. 神经质	4.45	1.07	0.03	0.06**	-0.02	0.60**	-0.19**	0.20**	(0.70)
8. 工作年限	4.10	2.72	0.73**	0.14	0.01	0.08	-0.02	-0.00	-0.00	—
9. 情绪智力	5.24	0.67	0.04	-0.15*	0.40**	-0.17*	0.17*	0.07	-0.27^**	0.00	(0.87)
10. 正性情绪	3.30	0.56 (0.73)	0.10	-0.24**	0.36**	-0.06	0.31**	0.01	-0.10^**	0.05	0.34**	(0.86)	-0.20**	0.30**	-0.09**
11. 负性情绪	2.15	0.48 (0.63)	-0.05	0.03	-0.08	0.43**	-0.18**	0.10	0.28^**	-0.04	-0.18**	-0.20**	(0.88)	-0.28**	0.04*
12. 深层动作	3.76	0.45 (0.66)	0.02	-0.16*	0.24**	-0.18**	0.40**	0.04	-0.19^**	0.04	0.25**	0.42**	-0.41**	(0.84)	0.13**
13. 表层动作	3.21	0.65 (0.80)	-0.02	0.07	-0.06	0.14*	-0.03	0.52**	0.21^**	0.00	-0.08	-0.13	0.07	0.06	(0.86)

变量	M	SD	1	2	3	4	5	6	7	8	9	10	11	12	13
1. 年龄	25.11	2.33
2. 性别	0.89	0.31	0.02
3. 正性情感特质	3.34	0.46	0.00	-0.20**	(0.70)
4. 负性情感特质	2.48	0.60	0.06	0.09	0.04	(0.82)
5. 深层动作倾向	4.08	0.57	0.02	-0.02	0.09	-0.08	(0.77)
6. 表层动作倾向	3.56	0.65	-0.02	0.01	0.04	0.11	0.16*	(0.72)
7. 神经质	4.45	1.07	0.03	0.06**	-0.02	0.60**	-0.19**	0.20**	(0.70)
8. 工作年限	4.10	2.72	0.73**	0.14	0.01	0.08	-0.02	-0.00	-0.00	—
9. 情绪智力	5.24	0.67	0.04	-0.15*	0.40**	-0.17*	0.17*	0.07	-0.27^**	0.00	(0.87)
10. 正性情绪	3.30	0.56 (0.73)	0.10	-0.24**	0.36**	-0.06	0.31**	0.01	-0.10^**	0.05	0.34**	(0.86)	-0.20**	0.30**	-0.09**
11. 负性情绪	2.15	0.48 (0.63)	-0.05	0.03	-0.08	0.43**	-0.18**	0.10	0.28^**	-0.04	-0.18**	-0.20**	(0.88)	-0.28**	0.04*
12. 深层动作	3.76	0.45 (0.66)	0.02	-0.16*	0.24**	-0.18**	0.40**	0.04	-0.19^**	0.04	0.25**	0.42**	-0.41**	(0.84)	0.13**
13. 表层动作	3.21	0.65 (0.80)	-0.02	0.07	-0.06	0.14*	-0.03	0.52**	0.21^**	0.00	-0.08	-0.13	0.07	0.06	(0.86)

变量	深层动作
	主效应模型			跨层次调节模型
	系数	标准误	p	系数	标准误	p
随机截距：
截距 (γ₀₀)	3.73 **	0.47	0.00	3.73*	0.47	0.00
年龄 (γ₀₁)	-0.03	0.02	0.05	-0.03*	0.02	0.04
性别 (γ₀₂)	-0.14	0.08	0.08	-0.14	0.08	0.08
神经质(γ₀₃)	-0.05	0.03	0.15	-0.05	0.03	0.15
正性情感特质 (γ₀₄)	0.08	0.06	0.15	0.08	0.06	0.15
负性情感特质 (γ₀₅)	0.03	0.06	0.65	0.03	0.06	0.66
深层动作倾向 (γ₀₆)	0.20**	0.05	0.00	0.20**	0.05	0.00
表层动作倾向 (γ₀₇)	0.03	0.04	0.55	0.03	0.04	0.55
正性情感个体内均值 (γ₀₈)	0.17**	0.06	0.00	0.17**	0.06	0.00
负性情感个体内均值 (γ₀₉₎	-0.27**	0.06	0.00	-0.27**	0.06	0.00
工作年限(γ₀₁₀)	0.03	0.01	0.06	0.03	0.01	0.05
情绪智力(γ₀₁₁)	0.01	0.04	0.85	0.01	0.04	0.85
残差 (σ₁²)	0.23**	0.02	0.00	0.23**	0.02	0.00
固定斜率：
顺序效应(β₁)	-0.01**	0.00	0.00	-0.01**	0.00	0.00
正性情感(β₂)	0.17**	0.03	0.00	0.17**	0.03	0.00
负性情绪影响的随机斜率：
截距 (γ₁₀)	-0.13**	0.03	0.00	-0.13**	0.03	0.00
工作年限 (γ₁₁)				0.03*	0.01	0.02
情感智力 (γ₁₂)				0.09*	0.04	0.04
残差 (τ₁)	0.06**	0.02	0.00	0.05**	0.02	0.00
变量	表层动作
	主效应模型			跨层次调节模型
	系数	标准误	p	系数	标准误	p
随机截距：
截距 (γ₀₀)	1.87*	0.77	0.02	1.86*	0.77	0.02
年龄 (γ₀₁)	-0.01	0.02	0.71	-0.01	0.02	0.72
性别 (γ₀₂)	0.04	0.12	0.74	0.04	0.12	0.73
神经质(γ₀₃)	0.09*	0.04	0.04	0.09*	0.04	0.04
正性情感特质 (γ₀₄)	-0.04	0.09	0.67	-0.04	0.09	0.67
负性情感特质 (γ₀₅)	0.03	0.08	0.71	0.03	0.08	0.71
深层动作倾向 (γ₀₆)	-0.06	0.08	0.42	-0.06	0.08	0.42
表层动作倾向 (γ₀₇)	0.50**	0.06	0.00	0.50**	0.06	0.00
正性情感个体内均值 (γ₀₈)	-0.10	0.09	0.24	-0.10	0.09	0.24
负性情感个体内均值 (γ₀₉)	-0.12	0.08	0.16	-0.12	0.08	0.16
工作年限(γ₀₁₁)	0.00	0.02	0.84	0.00	0.02	0.85
情绪智力(γ₀₁₀)	-0.02	0.07	0.73	-0.02	0.07	0.73
残差 (σ₁²)	0.21**	0.01	0.00	0.21**	0.01	0.00
固定斜率：
顺序效应(β₁)	-0.01	0.00	0.16	-0.01	0.00	0.15
正性情感(β₂)	0.00	0.02	0.95	0.00	0.02	1.00
负性情绪影响的随机斜率：
截距 (γ₁₀)	0.01	0.03	0.85	0.01	0.03	0.88
工作年限 (γ₁₁)				0.02	0.01	0.10
情感智力 (γ₁₂)				0.08*	0.04	0.05
残差 (τ₁)	0.09**	0.02	0.00	0.09**	0.02	0.00

变量	深层动作
	主效应模型			跨层次调节模型
	系数	标准误	p	系数	标准误	p
随机截距：
截距 (γ₀₀)	3.73 **	0.47	0.00	3.73*	0.47	0.00
年龄 (γ₀₁)	-0.03	0.02	0.05	-0.03*	0.02	0.04
性别 (γ₀₂)	-0.14	0.08	0.08	-0.14	0.08	0.08
神经质(γ₀₃)	-0.05	0.03	0.15	-0.05	0.03	0.15
正性情感特质 (γ₀₄)	0.08	0.06	0.15	0.08	0.06	0.15
负性情感特质 (γ₀₅)	0.03	0.06	0.65	0.03	0.06	0.66
深层动作倾向 (γ₀₆)	0.20**	0.05	0.00	0.20**	0.05	0.00
表层动作倾向 (γ₀₇)	0.03	0.04	0.55	0.03	0.04	0.55
正性情感个体内均值 (γ₀₈)	0.17**	0.06	0.00	0.17**	0.06	0.00
负性情感个体内均值 (γ₀₉₎	-0.27**	0.06	0.00	-0.27**	0.06	0.00
工作年限(γ₀₁₀)	0.03	0.01	0.06	0.03	0.01	0.05
情绪智力(γ₀₁₁)	0.01	0.04	0.85	0.01	0.04	0.85
残差 (σ₁²)	0.23**	0.02	0.00	0.23**	0.02	0.00
固定斜率：
顺序效应(β₁)	-0.01**	0.00	0.00	-0.01**	0.00	0.00
正性情感(β₂)	0.17**	0.03	0.00	0.17**	0.03	0.00
负性情绪影响的随机斜率：
截距 (γ₁₀)	-0.13**	0.03	0.00	-0.13**	0.03	0.00
工作年限 (γ₁₁)				0.03*	0.01	0.02
情感智力 (γ₁₂)				0.09*	0.04	0.04
残差 (τ₁)	0.06**	0.02	0.00	0.05**	0.02	0.00
变量	表层动作
	主效应模型			跨层次调节模型
	系数	标准误	p	系数	标准误	p
随机截距：
截距 (γ₀₀)	1.87*	0.77	0.02	1.86*	0.77	0.02
年龄 (γ₀₁)	-0.01	0.02	0.71	-0.01	0.02	0.72
性别 (γ₀₂)	0.04	0.12	0.74	0.04	0.12	0.73
神经质(γ₀₃)	0.09*	0.04	0.04	0.09*	0.04	0.04
正性情感特质 (γ₀₄)	-0.04	0.09	0.67	-0.04	0.09	0.67
负性情感特质 (γ₀₅)	0.03	0.08	0.71	0.03	0.08	0.71
深层动作倾向 (γ₀₆)	-0.06	0.08	0.42	-0.06	0.08	0.42
表层动作倾向 (γ₀₇)	0.50**	0.06	0.00	0.50**	0.06	0.00
正性情感个体内均值 (γ₀₈)	-0.10	0.09	0.24	-0.10	0.09	0.24
负性情感个体内均值 (γ₀₉)	-0.12	0.08	0.16	-0.12	0.08	0.16
工作年限(γ₀₁₁)	0.00	0.02	0.84	0.00	0.02	0.85
情绪智力(γ₀₁₀)	-0.02	0.07	0.73	-0.02	0.07	0.73
残差 (σ₁²)	0.21**	0.01	0.00	0.21**	0.01	0.00
固定斜率：
顺序效应(β₁)	-0.01	0.00	0.16	-0.01	0.00	0.15
正性情感(β₂)	0.00	0.02	0.95	0.00	0.02	1.00
负性情绪影响的随机斜率：
截距 (γ₁₀)	0.01	0.03	0.85	0.01	0.03	0.88
工作年限 (γ₁₁)				0.02	0.01	0.10
情感智力 (γ₁₂)				0.08*	0.04	0.05
残差 (τ₁)	0.09**	0.02	0.00	0.09**	0.02	0.00