Department of Human Services, University of Haifa.
School of Management and Economics, Academic College of Tel-Aviv-Yaffo.
J Occup Health Psychol. 2017 Oct;22(4):481-491. doi: 10.1037/ocp0000049. Epub 2016 Sep 19.
Individual differences in emotional labor and subsequent vulnerability to burnout have been explored through the prism of Congruence Theory, which examines the congruence between personality traits and job requirements (Bono & Vey, 2007; Moskowitz & Coté, 1995). Drawing on theory and research dealing with the association between the need to belong and self-regulation (Baumeister, DeWall, Ciarocco & Twenge, 2005), this study examined the relationship between need to belong and service employees' surface acting and associated outcomes. In Study 1, participants (N = 54) were asked to write a response to an aggressive email from a hypothetical customer. The need to belong was positively related to display of positive emotions and negatively to display of negative emotions in the responses, but not related to felt anger, suggesting that it is associated with the inclination to engage in surface acting. In Study 2, a field study conducted with 170 service employee-customer dyads, surface acting mediated the positive relationship between fear of isolation and emotional exhaustion, and emotional exhaustion mediated the relationship between surface acting and customer satisfaction. These results suggested that service employees with a strong need to belong might have a heightened risk of burnout because of their inclination to engage in emotional labor. (PsycINFO Database Record
个体在情绪劳动方面的差异以及随后易患倦怠的倾向，可以通过一致性理论的视角进行研究，该理论考察了人格特质与工作要求之间的一致性（Bono 和 Vey，2007；Moskowitz 和 Coté，1995）。本研究借鉴了与归属感需求和自我调节之间关联的理论和研究（Baumeister、DeWall、Ciarocco 和 Twenge，2005），考察了归属感需求与服务员工的表层表演以及相关结果之间的关系。在研究 1 中，参与者（N=54）被要求对来自假设客户的攻击性电子邮件做出回应。归属感需求与回应中积极情绪的表现呈正相关，与消极情绪的表现呈负相关，但与感受到的愤怒无关，这表明它与参与表层表演的倾向有关。在研究 2 中，一项针对 170 名服务员工-客户对的现场研究表明，表层表演在恐惧孤立与情绪耗竭之间的正相关关系中起中介作用，而情绪耗竭在表层表演与客户满意度之间的关系中起中介作用。这些结果表明，由于归属感需求强烈的服务员工有参与情绪劳动的倾向，他们可能面临更高的倦怠风险。
