Department of Management and Marketing, Hong Kong Polytechnic University, Kowloon, Hong Kong.
J Appl Psychol. 2010 Mar;95(2):368-76. doi: 10.1037/a0017869.
In this study, we investigated how supervisors' emotional exhaustion and service climate jointly influence the relationship between subordinates' emotional exhaustion and their display of positive emotions at work. Using data from frontline sales employees and their immediate supervisors in a fashion retailer, we hypothesized and found that under the condition of a less positive service climate, subordinates' emotional exhaustion was more negatively related to their positive emotional display when supervisors' emotional exhaustion was higher rather than lower; this interaction effect of subordinates' and supervisors' emotional exhaustion was not significant in a more positive service climate. These results suggest that service climate and supervisors' emotional exhaustion provide emotionally exhausted employees with important information cues about the possible availability of compensatory resources they need to uphold their efforts to display service-focused emotions.
在这项研究中，我们调查了主管的情绪耗竭和服务氛围如何共同影响下属的情绪耗竭与工作中积极情绪表现之间的关系。我们使用了一家时装零售商的一线销售人员及其直接主管的数据，提出并发现了以下假设：在服务氛围不太积极的情况下，当主管的情绪耗竭程度更高而非更低时，下属的情绪耗竭与积极情绪表现之间的关系更为负面；而在服务氛围更为积极的情况下，下属和主管的情绪耗竭之间的这种交互效应并不显著。这些结果表明，服务氛围和主管的情绪耗竭为情绪疲惫的员工提供了重要的情绪信息线索，让他们了解到自己可能需要哪些补偿资源来维持展示以服务为导向的情绪的努力。
