印象管理动机视角下资质过剩感对情绪劳动的影响  

Effect of Overqualification on Emotional Labor from the Perspective of Impression Management Motivation

作　　者：陈正光[1] 陈凯燕 CHEN Zhengguang;CHEN Kaiyan(School of Management,Hefei University of Technology,Hefei 230009,China)

机构地区：[1]合肥工业大学管理学院,合肥230009

出　　处：《科技和产业》2022年第4期1-8,共8页Science Technology and Industry

摘　　要：依据自我调节理论和社会交换理论,采用“认知-动机-行为”分析框架,对服务业339份调查问卷进行实证分析。结果表明:资质过剩感对深层扮演行为具有正向影响,获得型印象管理动机在资质过剩感与深层扮演行为间发挥完全中介作用,顾客关系价值能强化资质过剩感对获得型印象管理动机的正向影响;资质过剩感对表层扮演行为具有负向影响,防御型印象管理动机在资质过剩感与表层扮演之间发挥完全中介作用,顾客关系价值能缓解资质过剩感对防御型印象管理动机的负向影响,同时缓解资质过剩感对表层扮演行为的间接作用。Based on self-regulation theory and social exchange theory,the“cognition-motivation-behavior”analysis framework was used to explore the mechanism and boundary conditions of the effect of overqualification on emotional labor.The empirical test based on the valid questionnaire survey data of 339 respondents in the service industry draws the following conclusions:Over-qualification has a positive effect on deep impersonation behavior,the acquired impression management motivation plays a full mediating role between overqualification and deep impersonation behavior,and customer relationship value can strengthen the positive effect of overqualification on acquired impression management motivation.Over-qualification has a negative effects on surface play behavior,defensive impression management motive in over qualification and surface play a fully mediating role between overqualification and surface play behavior customer relationship value can relieve over qualification for defensive impression management motive of negative influence,at the same time over qualifications have indirect effects on surface play behavior.

关 键 词：资质过剩感 印象管理动机 顾客关系价值 情绪劳动 

分 类 号：C93[经济管理—管理学]