情绪劳动策略对工作满意度的影响机制研究——一个有调节的中介模型  

Research on the Impact Mechanism of Emotional Labor Strategy on Job Satisfaction——A Moderated Mediation Model

作　　者：方淑苗 FANG Shu-miao(School of Business Administration,Chaohu University,Chaohu Anhui 238000)

机构地区：[1]巢湖学院工商管理学院

出　　处：《巢湖学院学报》2019年第6期26-33,58,共9页Journal of Chaohu University

基　　金：安徽省社科基金(项目编号:AHSKF2018D43);巢湖学院校级科研项目(项目编号:XWY-201505)

摘　　要：采用SPSS22.0和AMOS22.0软件对数据进行多角度分析,研究了服务业员工采用不同情绪劳动策略对工作满意度的影响机制,并基于资源保存理论分析了影响路径中的中介效应和调节效应。结果表明:表面表现策略对工作满意度有显著负向影响,深层表现和自然表现策略对工作满意度有显著正向影响;情感衰竭在三种情绪劳动策略对工作满意度的影响中都起到中介作用;组织支持感在深层表现和自然表现对情感衰竭的负向影响中都起到了调节作用。SPSS22.0 and AMOS22.0 software were used to analyze the data from multiple perspectives, to study the influence mechanism of different emotional labor strategies adopted by service industry employees on job satisfaction, and to analyze the mediating effect and regulating effect in the influence path based on the resource conservation theory. The results show that: surface performance strategy has a significant negative impact on job satisfaction;deep performance and natural performance strategy has a significant positive impact on job satisfaction;emotional exhaustion plays an intermediary role in the influence of three emotional labor strategies on job satisfaction;perceived organizational support plays a moderating role in the negative effects of deep expression and natural expression on emotional exhaustion.

关 键 词：情绪劳动策略 工作满意度 情感衰竭 组织支持感 

分 类 号：F272.92[经济管理—企业管理]