情绪劳动对组织公民行为的作用机制:基于服务氛围视角

为了研究情绪劳动对中国文化情境下组织公民行为的作用机理,通过多时间点的调研方式,获得312名服务员工数据,并运用AMOS和SPSS统计工具对数据进行分析.研究结果表明:表层表演负向影响个体指向、群体指向、组织指向和社会指向组织公民行为;深层表演对组织公民行为的四个维度均具有正向影响,即个体指向、群体指向、组织指向和社会指向组织公民行为;服务氛围在表层表演与群体指向、社会指向组织公民行为之间起正向调节作用.

Working Mechanism Between Emotional Labor and Organizational Citizenship Behavior: From the Service Climate Perspective

In order to research how emotional labor works on organizational citizenship behavior in Chinese cultural context， the data of 312 staff were obtained through multi-time investigation and then analyzed by using AMOS and SPSS statistical tools. The research results were as follows: surface acting has negative significant effect on the four dimensions of organizational citizenship behavior including individual foci citizenship behavior， group foci citizenship behavior， organizational foci citizenship behavior and social foci citizenship behavior; deep acting has positive significant effect on the four dimensions of organizational citizenship behavior; and service climate has positive moderation effect on the relationship between surface acting and group foci together with social foci organizational citizenship behavior.