服务业员工的情绪劳动策略如何影响网络怠工行为——一个双路径模型  

How Emotional Labor Strategies of Employees in the Service In dustry Affect Their Cyberloafing Behaviour——a Dual Path Model

作　　者：张羽 申燕 徐贝 张锦滢 韦子悦 ZHANG Yu;SHEN Yan;XU Bei;ZHANG Jin-ying;WEI Zi-yue(School of Health,Shandong University of Traditional Chinese Medicine,Jinan,250300;The Second Affiliated Hospital of Shandong University of Traditional Chinese Medicine,Jinan,250001)

机构地区：[1]山东中医药大学健康学院,济南250300 [2]山东中医药大学第二附属医院,济南250001

出　　处：《中国劳动》2023年第3期48-63,共16页China Labor

摘　　要：为了解数字化时代服务业员工的新型怠工方式,本研究基于资源保存理论探寻了情绪劳动两策略即深层扮演和表层扮演对于员工网络怠工行为的影响。对257名服务业一线员工进行抽样并分析,结果发现表层扮演与深层扮演都正向影响网络怠工,深层扮演路径的效应量低于表层扮演路径。同时,表层扮演还能够通过情绪耗竭部分正向影响网络怠工,而深层扮演则能够通过情绪耗竭完全正向影响网络怠工。当心理资本高时,表层扮演与深层扮演对于情绪耗竭的影响均变弱,深层扮演通过情绪耗竭对于网络怠工的影响也会变弱。本研究探讨了一线员工在工作中个体资源“收支”的过程机制,开发了双路径模型,为揭示网络怠工的成因提供了新的视角,也为服务业员工心理资源的健康培养提供了新思路。To understand the new type of loafing of employees in the service industry in the digital era,this study explored the effects of two strategies of emotional labor,i.e.,deep acting and surface acting,on employees'cyberloafing behaviors based on conservation of resources theory.Data from a sample of 257 frontline employees in the service industry was collected.The results showed that both surface acting and deep acting positively affected cyberloafing,and the effect size of the deep acting path was lower than that of the surface acting path.Surface acting through emotional exhaustion partially positively affected on cyberloafing while deep acting through emotional exhaustion fully positively affected on cyberloafing.When psychological capital is high,the effect of both surface acting and deep acting on emotional exhaustion tend to be weaker,and effect of deep acting on cyberloafing through emotional exhaustion also tend to be weaker.This study explored the process mechanism of individual resources"income and expenditure"of frontline employees at work,and developed a dual-path model,which provides new perspectives for revealing the causes of cyberloafing,and new ideas for cultivating the health of employees'psychological resources in the service industry.

关 键 词：情绪劳动 网络怠工 情绪耗竭 心理资本 资源保存理论 

分 类 号：F241.4[经济管理—劳动经济]