研究基于情緒感染理論,探索在情緒勞動中員工與顧客的交互過程對于情緒勞動策略及工作績效的影響。通過問卷調查201名服務型員工,探討了情緒勞動策略、顧客反應、情緒耗竭、工作滿意度、顧客沖突解決之間的關系。研究結果發現,采用深層扮演的情緒勞動策略可以有效降低情緒耗竭,從而增加工作滿意度,提高顧客沖突解決能力;顧客反應在情緒勞動策略與情緒耗竭之間起調節作用;并且情緒勞動策略在不同顧客反應下會發生動態改變。

The present study has examined the impact of employee and customer interaction onthe emotional labor strategy and job performance in emotional labor,based on the emotional contagion theory. A total of 201 samples were chosen to study on the relationship between emotional labor strategy, customer affect,emotional exhaustion,job satisfaction and customer conflict handling through questionnaires. The results showed that:( 1) deep acting has a significant negative influence on emotional exhaustion,which increases job satisfaction and improves customer conflict handling skills;( 2) surface acting has a significant positive influence on emotional exhaustion,which decreases job satisfaction and deteriorates customer conflict handling condition;( 3) customer positive affect shows its mediate effect between emotional labor strategy and emotional exhaustion;( 4) the emotional labor strategy varies between customer positive affect and customer negative effect. The employees are inclined to use deep acting when faced customer positive affect,tend to use surface acting when faced with customer negative affect.