摘要
一线员工的服务导向组织公民行为是影响服务质量和客户满意度的重要因素,而有关服务导向组织公民行为的形成机理仍缺乏实证探索。基于自我控制力量模型理论,本文选择情绪劳动作为潜在前因变量构建一个有调节的中介效应模型,以养老服务业为例,通过对331名一线养老服务人员的调查分析,探讨两者之间的作用机制和边界条件。研究发现:表层扮演能够激发服务导向组织公民行为,深层表演会阻碍服务导向组织公民行为;自我损耗在表层扮演、深层扮演与服务导向组织公民行为中起部分中介作用;情绪调节自我效能感会削弱表层扮演对自我损耗的正向影响,强化深层扮演对自我损耗的负向影响;情绪调节自我效能感不仅调节表层扮演通过自我损耗影响服务导向组织公民行为的间接效应,也调节深层扮演通过自我损耗影响服务导向组织公民行为的间接效应。
Front-line employees'service-oriented organizational citizenship behavior(OCB)is an important factor which affecting service quality and customer satisfaction,but the formation mechanism of service-oriented OCB is still lack of empirical exploration.Based on the strength model of self-control,this paper selects emotional labor as a potential antecedent variable and constructs a moderated mediation effect model.This paper takes the elderly care industry as an example,through the investigation and analysis of 331 front-line elderly care workers,discusses the mechanism and boundary conditions between emotional labor and service-oriented OCB.The empirical study finds that surface acting can stimulate service-oriented OCB,while deep acting can hinder service-oriented OCB;Ego depletion plays a partial mediating role between surface acting,deep acting and service-oriented OCB;Emotion regulation self-efficacy can weaken the positive effect of surface acting on ego depletion and can strengthen the negative effect of deep acting on ego depletion;Emotion regulation self-efficacy not only moderates the indirect effect of surface acting on service-oriented OCB through ego depletion,but also moderates the indirect effect of deep acting on service-oriented OCB through ego depletion.
作者
马跃如
邓卉
MA Yue-ru;DENG Hui(Business School,Central South University,Changsha 410083,China)
出处
《商业研究》
CSSCI
北大核心
2022年第6期94-103,共10页
Commercial Research
关键词
一线员工
情绪劳动
服务导向组织公民行为
自我损耗
情绪调节自我效能感
front-line employee
emotional labor
service-oriented organizational citizenship behavior
ego depletion
emotion regulation self-efficacy
作者简介
马跃如(1963-),男,湖南桃江人,中南大学商学院教授,博士生导师,管理学博士,研究方向:人力资源管理、养老服务管理;邓卉(1999-),女,江西南昌人,中南大学商学院硕士研究生,研究方向:养老服务管理。
