情绪智力与组织公民行为:情绪劳动的中介作用

组织公民行为是服务员工人际关系的润滑剂，对工作绩效的提高有重要影响.在影响组织公民行为的因素中，情绪智力有着其独特的地位.通过对多个服务行业的服务员工调查，结果发现:情绪智力积极影响服务员工的组织公民行为，情绪智力积极影响表层表演，情绪智力积极影响深层表演，深层表演积极影响组织公民行为，深层表演在情绪智力与组织公民行为之间起部分中介作用.研究结果研究不仅弥补了组织公民行为理论研究的不足，而且具有服务组织管理实践的理论指导意义.

Emotional Intelligence and Organizational Citizenship Behavior:the Mediating Role of Emotional Labor

Organizational citizenship behavior is a lubricant of service staff's interpersonal relationship and exerts an important impact on their work performance. Among the factors affecting organizational citizenship behavior, emotional intelligence has its distinct status. Based on the survey of a variety of service staff, it was found that emotional intelligence has an obvious positive effect on organizational citizenship behavior, emotional intelligence has an obvious positive effect on both surface and deep acting, deep acting has an obvious positive effect on organizational citizenship behavior, and deep acting partly mediates between emotional intelligence and organizational citizenship behavior. The results not only fill the gaps of organizational citizenship behavior research, but also give theoretical guidance in the management practices of service organizations.