Lee Myoung-Soung, Han Sang-Lin, Hong Suji, Hyun Hyowon
School of Business, Hanyang University, Seoul, South Korea.
Front Psychol. 2019 Feb 26;10:370. doi: 10.3389/fpsyg.2019.00370. eCollection 2019.
Since service providers directly conduct emotional labor to customers, it is important to identify the factors influencing emotional labor of service providers. Even though the studies identifying the predisposing factors influencing emotional labor are taking place, there is no empirical evidence confirming how relationship bonds, which have been established between corporations and service providers, are related to emotional labor. This study examined the influences of relationship bonds on emotional labor through person-organization fit (P-O fit) and the moderating effects of collectivism between P-O fit and emotional labor. Analysis was conducted by performing questionnaire surveys targeting 350 employees in the financial industry. As a result of the analysis, it has been found that financial bonds, social bonds, and structural bonds enhanced P-O fit and P-O fit improved deep acting. In addition, this study identified that collectivism of service providers strengthened the influence of P-O fit toward deep acting. This study not only suggested the empirical evidence identifying the process of relationship bonds influencing emotional labor but also expanded the scope of study by examining moderating roles of collectivism in cultural psychology aspect.
由于服务提供商直接对客户进行情绪劳动，识别影响服务提供商情绪劳动的因素非常重要。尽管目前正在进行关于识别影响情绪劳动的诱发因素的研究，但尚无实证证据证实企业与服务提供商之间建立的关系纽带与情绪劳动之间的关联。本研究通过个人-组织契合度（P-O契合度）考察了关系纽带对情绪劳动的影响，以及集体主义在P-O契合度与情绪劳动之间的调节作用。通过对金融行业350名员工进行问卷调查来进行分析。分析结果发现，财务纽带、社会纽带和结构纽带增强了P-O契合度，而P-O契合度改善了深层伪装。此外，本研究还发现服务提供商的集体主义强化了P-O契合度对深层伪装的影响。本研究不仅提出了识别关系纽带影响情绪劳动过程的实证证据，还通过考察集体主义在文化心理学方面的调节作用，拓展了研究范围。
