社区工作者的情绪劳动研究——潜层剖面分析的视角  

Latent Profile Analysis of Characteristics of Social Workers' Emotional Labor

作　　者：吕晓俊[1] 冯延萍 徐媛媛[1] 

机构地区：[1]上海交通大学国际与公共事务学院,上海200030

出　　处：《上海交通大学学报（哲学社会科学版）》2016年第3期61-71,共11页Journal of Shanghai Jiao tong University(Philosophy and Social Sciences)

基　　金：国家社会科学基金项目(15BGL097);教育部人文社会科学规划基金项目(14YJA630037);上海交通大学文科科研创新计划特色研究项目(13TS06)

摘　　要：社区工作是基层政府行政的重要内容,社区工作者的劳动行为直接影响社区服务的质量。本研究以华东某市任职的211名一线社区工作者为研究对象,采用潜层剖面的技术,对该群体的情绪劳动特点及其相关因素进行了探讨。研究结果显示:(1)根据加工策略的运用特点,情绪劳动者可以细分为四类亚群体:低水平调节者、中等水平调节者、高水平调节者和深层加工者。(2)个体因素(情绪稳定性、责任性、宜人性、开放性)、情境因素(积极/消极情绪表现规则)在情绪劳动的亚群体组间差异显著。(3)情绪劳动的四类亚群体在工作满意感和离职倾向上呈现水平差异。结合上述结论,本文也讨论对社区工作者开展情绪劳动管理的对策建议。This paper explored the characteristic of emotional labor of social workers using the person-centered approach by investigating the distinct profiles of emotional labor which represented the combined type of regulation strategies based on a sample of 211 social workers from the frontline government located in Eastern China. The analysis confirmed a model with four latent profiles-low regulator, medium regulator, high regulator, and deep actor. The analysis of the variance indicates that the emotional display rules （positive and negative） differentiate those four types of emotional actor. Meanwhile, the four profiles of emotional labor are verified to be associated with agreeableness, conscientiousness, emotional stability, and openness, except extroversion. Additionally, the profiles also show significant difference in job satisfaction and turnover intention.

关 键 词：情绪劳动 情绪表现规则 潜层剖面分析 社区工作者 

分 类 号：C916[经济管理]