Lee Young Hee, Lee Suk Hyung Bryan, Chung Jong Yong
R&SD Strategy Center, Industry-Academy Cooperation Foundation, Chungwoon University, Incheon, South Korea.
School of Integrated Technology and Entrepreneurship, Chungwoon University, Hongseong, South Korea.
Front Psychol. 2019 Jan 4;9:2526. doi: 10.3389/fpsyg.2018.02526. eCollection 2018.
Previous studies have used various external variables and parameters as well as moderator variables such as emotional intelligence have been to understand emotional labor and its related problems. However, a comprehensive model to study such variables' correlations with each other and their overall effect on emotional labor has not yet been established. This study used a structural equation model to understand the relationship between employees' expression of emotional labor and perception of customer feedbacks. The study also looked at how the perception of customer feedback affects emotional exhaustion in order to understand how emotional exhaustion affects job satisfaction and turnover intentions. Further, in order to fully understand the effects of emotion on emotional labor at the service contact points, this study developed and tested a model of emotional labor with four factors of emotional intelligence as moderating factors. Five hundred and seventy nine emotional labor workers in service industries in the United States were collected and 577 valid survey results have been analyzed. The result shows that there exists moderating effects of emotional intelligence on how employees' Deep Acting and Surface Acting recognize customers' reactions, both positive and negative, that would affect employees' Emotional Exhaustion and Job Satisfaction, and hence, Turnover Intention. The result suggests that employees with better understanding of their own emotions, although they are more likely to recover from emotional exhaustion, experience a greater negative effect when there is a discrepancy between what they feel and how they should act.
以往的研究使用了各种外部变量和参数，以及诸如情商等调节变量来理解情绪劳动及其相关问题。然而，尚未建立一个综合模型来研究这些变量之间的相互关系及其对情绪劳动的总体影响。本研究使用结构方程模型来理解员工情绪劳动的表达与对客户反馈的感知之间的关系。该研究还考察了客户反馈的感知如何影响情绪耗竭，以便了解情绪耗竭如何影响工作满意度和离职意图。此外，为了全面理解情绪在服务接触点对情绪劳动的影响，本研究开发并测试了一个以情商的四个因素作为调节因素的情绪劳动模型。收集了美国服务业579名情绪劳动工作者的数据，并对577份有效调查结果进行了分析。结果表明，情商对员工深度表演和表面表演如何识别客户的积极和消极反应存在调节作用，这会影响员工的情绪耗竭和工作满意度，进而影响离职意图。结果表明，对自身情绪有更好理解的员工，虽然他们更有可能从情绪耗竭中恢复过来，但当他们的感受与应有的行为之间存在差异时，会经历更大的负面影响。
