消费者不道德行为与员工情绪衰竭关系的调节性中介模型  

The Relationship between Consumer Unethical Behaviors and Employee's Emotional Exhaustion: A Moderated Mediation Model

作　　者：徐亚萍[1] 李志勇[2] 

机构地区：[1]绍兴职业技术学院社会科学部,绍兴312000 [2]淮南师范学院教育科学系,淮南232038

出　　处：《应用心理学》2014年第3期280-288,共9页Chinese Journal of Applied Psychology

基　　金：安徽省哲学社会科学规划青年项目(ANSKQ2014D26);浙江省教育厅科研项目资助(Y201327406)

摘　　要：大量研究业已揭示,消费者针对员工的不道德行为是导致员工情绪衰竭的重要因素,但是对于消费者不针对员工的不道德行为(consumer unethical behavior that are not employee directed,CUB)是否会影响员工的情绪衰竭,研究还较少涉及。基于道义伦理学,本研究提出了一个调节性中介模型,以分析CUB与员工情绪衰竭的关系。该模型假定,CUB与员工情绪衰竭之间的关系以情绪抑制为中介,并且受到员工道德认同的调节。对198名销售人员的研究发现,即使控制了消费者针对员工的不道德行为,CUB仍影响着员工的情绪衰竭;CUB与员工情绪衰竭的关系受到道德认同的调节,道德认同较高的员工表现出较高程度的情绪抑制与情绪衰竭。研究支持了假设的调节性中介模型,情绪抑制在CUB和情绪衰竭之间发挥着部分中介作用,不仅如此,这一中介作用还受到道德认同的调节,情绪抑制在CUB和情绪衰竭之间的间接效应主要表现在道德认同较高的员工中。最后探讨了研究发现的理论意义、不足及未来发展方向。Although accumulating studies have documented the detrimental effect of consumer unethical behavioral directed toward employees on employees＇ emotional exhaustion, few empirical studies have explored whether consumers unethical behavior that are not employee directed（CUB） also has detrimental influence on employees＇ emotional exhaustion. Based on deontological ethics, this study has developed a moderated mediation model that links employees＇ perception of CUB and their emotional exhaustion. In our model, we assumed that the relationship between CUB and emotion exhaustion was mediated by emotion suppression and moderated by moral identity. Results from a sample of 198 salesperson demonstrated that salesperson＇ s perception of CUB was positively related to their emotional exhaustion while controlling consumers＇ mistreat directed toward them, and the effect of CUB on emotional exhaustion was moderated by moral identity such that the relationship was weaker for individuals with high moral identity than for individuals with low moral identity. Consisted with hypothesized moderated mediation model, the effect of employees＇ perception of CUB on emotional exhaustion was mediated by emotion suppression partially. Moreover, the mediating effect of emotion suppression was moderated by moral identity, in that the indirect effect of employees＇ perception of CUB on emotional exhaustion through emotion suppression was significant among individuals with high moral identity but not among individuals with low moral identity. Implications of these findings, limitations, and future research directions were also provided.

关 键 词：消费者不道德行为 情绪抑制 道德认同 情绪衰竭 

分 类 号：B849[哲学宗教—应用心理学] C93[哲学宗教—心理学]