情绪劳动研究述评与展望

从情绪劳动的概念内涵、结构维度、影响因素和产出4个方面对国外的相关主要研究成果进行了系统梳理和评价。研究表明,员工个体特征是其情绪劳动影响因素的直接预测变量;情境因素与组织因素是情绪劳动的重要调节变量;情绪劳动是影响员工工作产出、顾客服务感知和企业整体绩效的重要因素。     

情绪劳动思想在现代医院管理中的应用

本文介绍了情绪劳动概念的基本思想，对情绪劳动在现代医院管理中的应用进行了研究，在此基础上提出现代医院管理中情绪劳动的支持体系。     

基于多层线性模型的情绪劳动、情绪状态和工作退缩行为关系研究

基于情绪劳动理论,建立多层线性模型,对股份制商业银行柜台服务人员的情绪劳动、情绪状态和员工工作退缩行为之间的关系进行实证研究,并探讨了性别对这一多层次内在关系的调节作用。研究结果表明,情绪劳动策略在个体内部以及个体之间存在差异,积极情绪状态能够调节浅层行为、深层行为和工作退缩行为之间的关系,并且这种调节作用存在性别差异;但消极情绪状态对情绪劳动和工作退缩行为不具备显著调节作用。     

心理资本与情绪劳动策略、工作倦怠的关系研究

基于积极心理学的视角引入心理资本探索员工的工作倦怠问题.以个体心理资本作为工作倦怠的抑制因素和情绪劳动策略的前因变量,探讨心理资本对工作倦怠和情绪劳动策略的直接效应以及情绪劳动策略对心理资本与工作倦怠关系的中介作用.选取呼叫中心的客服代表作为研究对象,考察员工心理资本与情绪劳动策略、工作倦怠之间的关系.通过大规模问卷调查,得到800份有效问卷,在相关分析的基础上进行系列结构方程统计分析.研究结果表明,心理资本对工作倦怠的各维度有显著负向影响,心理资本对情绪劳动策略中的表层行为有显著的负向影响,对被动深层行为和主动深层行为有显著正向影响,心理资本对工作倦怠的直接效应远大于情绪劳动策略对心理资本与工作倦怠间的中介效应.研究结果为探讨工作倦怠问题提供了新的视角,组织可以直接通过心理资本干预员工的工作倦怠.     

服务业员工情绪劳动策略效能的实证研究

有关服务业中情绪劳动的管理研究正在引起关注。已有研究认为员工的情绪智力影响情绪劳动中的工作绩效、工作满意度以及工作压力感,本文进一步提出个体的情绪劳动策略对此起到中介作用。通过对电信服务业员工情绪智力、情绪劳动策略和工作绩效、工作满意度、压力感的实证分析,发现情绪劳动策略在情绪智力和员工的工作绩效、工作满意度和工作压力感之间起到部分中介作用。研究结果对服务型企业的人力资源管理实践具有一定的借鉴意义。     

高管决策的情绪调节机制：基于准实验现场的研究

近年来,情绪对于人类认知过程的作用正逐步受到研究者的重视,尤其是情绪对决策的影响备受关注。本文旨在对现有的国内外情绪与决策的相关理论进行梳理,基于心理认知理论和高层团队理论,构建出情绪调节对于高管团队决策的影响模型,之后采用了模拟真实的准实验方法对理论模型进行了验证。本文为未来情绪与决策的研究提供了可借鉴的研究思路和实验方法。     

核心自我评价的内涵及其研究现状

核心自我评价是一个人对自身的价值、能力、成功的可能性和自身情绪判断持有的基本的、最深层次的评价。自从Judge等人(1997)提出此概念后,国内外学者对此做了一些相关研究。本文对核心自我评价的内涵、测量和研究现状进行了梳理,对后继的研究具有一定的指导作用。     

基层公务员的情绪劳动、组织公正和工作压力的关系研究——以上海市若干行政区为例

通过对上海市3个行政区内7家单位的214名基层公务员进行取样调查,探讨了情绪劳动策略、组织公正和工作压力之间的关系。相关分析及多元回归分析结果表明:情绪劳动的表层动作策略与工作压力有显著正相关;深层动作和自主调节策略与工作压力成显著负相关;组织公正在表层动作/深层动作策略和工作压力之间起到显著的调节作用。     

创业中的情绪调节过程模型：基于情感事件理论

创业会经历情绪过山车,创业者的情绪调节是创业成功的关键。然而,现有创业研究对情绪调节的关注较少,碎片化的研究导致情绪调节难以发展为一个有前景的研究领域。本文对创业中情绪调节的研究进行系统梳理发现：从情绪调节内涵来看,研究将情绪调节作为一种结构性的特质或能力而非过程;从情绪调节与创业的关系来看,主要聚焦于特质观或能力观,且两种视角的研究相互割裂,难以建立起创业中情绪调节的整合框架。鉴于此,本文尝试引入过程视角,在对情绪调节进行重新概念化基础上,基于情感事件理论,以情绪调节的过程观为核心,整合特质观和能力观构建创业中的情绪调节过程模型。基于该模型,本文提出情绪调节在创业研究中的前沿主题。     

区域创新网络结构、绩效及演化研究综述

在追溯区域创新网络概念的形成后,从区域创新网络结构分析和绩效测度、结构与绩效关系、网络演化机理3个方面对近年来的主要研究成果进行了梳理,并探讨了已有研究存在的不足及深化研究的方向。     

顾客不公平与员工情感性劳动关系研究——换位思考能力和负面情感的作用

对2家高星级酒店的一线服务人员进行了调研,探讨员工感知的顾客不公平对其情感性劳动行为的影响。数据分析结果表明,员工感知的顾客不公平对其表面表演行为有显著的正向影响,而对深层表演行为有显著的负向影响;负面情感会对顾客不公平与员工深层表演行为的关系有部分中介作用,而员工的换位思考能力则会调节员工感知的顾客不公平对负面情感的影响强度;员工的换位思考能力越强,顾客不公平行为对员工负面情感的影响力度越小。     

Emotional labour profiles: Associations with key predictors and outcomes

ABSTRACT

The present study examines how three emotional labour strategies (hiding feelings, faking emotions, and deep acting) combine within different profiles of workers among two samples characterised by different types and intensity of customer contact. In addition, this research investigates the role of perceived workload as well as perceived organisational support, supervisor support, and colleagues support in the prediction of profile membership. Finally, this research also documents the relation between emotional labour profiles and adaptive and maladaptive work outcomes (job satisfaction, work performance, emotional exhaustion, sleeping problems, psychological detachment, and counterproductive work behaviours). Latent profile analysis revealed three similar emotional labour profiles in both samples. Results also showed the most desirable levels on all outcomes to be associated with Profile 3 (Low Emotional Labor/Low Surface Acting and Moderate Deep Acting), followed by Profile 2 (Moderate Emotional Labor/Moderate Surface Acting and High Deep Acting) and Profile 1 (High Emotional Labor), with most comparisons being statistically significant in both samples. In contrast, a more diversified pattern of findings was observed in the prediction of profile membership. For instance, perceived colleagues support did not predict membership into any of the profiles, while supervisor support predicted an increased likelihood of membership into Profile 3 relative to Profiles 1 and 2.     

Introduction to Special Section on Sensitivity Analysis and Summary of NCSU/USDA Workshop on Sensitivity Analysis

This guest editorial is a summary of the NCSU/USDA Workshop on Sensitivity Analysis held June 11–12, 2001 at North Carolina State University and sponsored by the U.S. Department of Agriculture's Office of Risk Assessment and Cost Benefit Analysis. The objective of the workshop was to learn across disciplines in identifying, evaluating, and recommending sensitivity analysis methods and practices for application to food‐safety process risk models. The workshop included presentations regarding the Hazard Assessment and Critical Control Points (HACCP) framework used in food‐safety risk assessment, a survey of sensitivity analysis methods, invited white papers on sensitivity analysis, and invited case studies regarding risk assessment of microbial pathogens in food. Based on the sharing of interdisciplinary information represented by the presentations, the workshop participants, divided into breakout sessions, responded to three trigger questions: What are the key criteria for sensitivity analysis methods applied to food‐safety risk assessment? What sensitivity analysis methods are most promising for application to food safety and risk assessment? and What are the key needs for implementation and demonstration of such methods? The workshop produced agreement regarding key criteria for sensitivity analysis methods and the need to use two or more methods to try to obtain robust insights. Recommendations were made regarding a guideline document to assist practitioners in selecting, applying, interpreting, and reporting the results of sensitivity analysis.     

Distinguishing traumatic, vicarious and routine operational stressor exposure and attendant adverse consequences in a sample of police officers

Problems in studying occupational stress within the police service are identified and the paucity of work on operational duties as potential stressors are discussed. The present study reports the results of a factor analysis of operational stressors (N = 601 serving British police officers) that revealed three factors: exposure to death and disaster; violence and injury; sexual crime. These were demonstrated to be reliable scales and were included in logistic regression models together with a range of demographic and psychological variables. Models were applied to men and women separately, which showed there to be different predictors of the likelihood of suffering distress (measured by the General Health Questionnaire, GHQ) in terms of the officer's gender and operational role. Overall the model for women officers was better at predicting psychological distress than that for men. These findings are related to aspects of the police occupational culture. Further discussion is offered that conceptualizes police operational stressors as traumatic, routine and vicarious. Finally, some implications are drawn for the provision of stress intervention in the light of this differentiation.     

Power,authority and legitimacy

Management, human resources, organization, control, leadership, etc., all seem to be just so many euphemisms for power, and this suggests a discourse of management and organization that calls things by their proper name. This paper on the contrary stresses the need to resolve the concept of ‘power’ itself into more differentiated notions, and proposes that clarification may be derived from distinctions once explicit in the vocabulary of Classical antiquity, but lost in modern European languages. It argues that nothing but confusion in thinking about organizations, management and legitimation can result from the failure to recognize that the phenomena this vocabulary identifies and distinguishes are irreducibly different.     

Criteria for selecting a production control philosophy

Logistic objectives constitute a compromise between having short leadtimes and a low volume of work in progress on the one hand and a high resource loading and due date obligation on the other. Miscellaneous production planning approaches offered today provide different combinations of logistic objectives for satisfying a manufacturing strategy. To combine the strength of the various approaches into a unified system, a new approach based on a dynamic and distributed production planning methodology is proposed. To customize the approach, various analyses and specifications have to be made and for that reason some important characteristics and criteria for analysing production control philosophies will be given.     

Employees' perceptions of organizational restructuring: the role of social support

Organizational change and restructuring is often perceived as leading to increased occupational stress, impacting negatively on the psychological well-being of employees. This pragmatic study investigates the role of social support and dispositional affect as moderators of role stress post-restructuring for employees in a public utility company. A total of 176 employees, including 37 managers, 60 graded staff and 78 industrial staff completed a self-report questionnaire, approximately 1 year postrestructuring, retrospectively assessing role conflict, ambiguity, overload and positive and negative feedback pre- and post-restructuring. Results suggested that overall role stress increased for managers/ senior officers and graded staff, but not for industrial staff. Social support was linked with lower role stress, more positive feedback and less negative feedback at post-restructuring. For certain role stressors this impact was moderated by dispositional affect, but the effect was not consistent across occupational groups. Positive affect enhanced the effect of manager support in reducing role conflict for graded staff, and the effect of co-worker support in increasing positive feedback and reducing negative feedback for industrial staff. Findings suggest that managers should pay particular attention to support and feedback for employees during periods of chronic occupational stress following organizational restructuring.     

The Danish psychosocial work environment and symptoms of stress: the main, mediating and moderating role of sense of coherence

The aim of this cross-sectional study was to explore the main, mediating and moderating role of sense of coherence (SOC) on stress symptoms and on the association between perceived psychosocial work environment and stress symptoms. The sample includes 2053 Danish employees from 52 workplaces. Hierarchical regression models were applied for each measure of stress. The results strongly supported the presence of a main effect for SOC. People with high levels of SOC experienced fewer stress symptoms. A mediating effect of SOC was also supported. Thus, SOC in part explained the association between work environment and stress symptoms. In addition, some support for a moderating effect of SOC was found, suggesting that people with higher SOC coped more efficiently with work environmental strain that people with lower SOC. Taken together the regression models explained 11-32% of the variance in stress symptoms. The results suggest that measures of individual factors such as SOC should be included in analyses of the effects of work environmental factors on stress and well-being.     

Control at work: a generalized resource factor for the prevention of musculoskeletal symptoms?

During the last two decades two potent groups of predictors for work-related musculoskeletal problems have been identified: physical work load and poor psychosocial working conditions. However, little is known about their combined effects. In this study the buffering effect of control at work with respect to the negative effects of psychological demands and physical work load on musculoskeletal problems is examined. All study variables were sampled from 431 people working in geriatric nursing homes in Germany by means of questionnaires. Main effects and interactions were tested with multiple regression analysis. The results showed that control buffered the effects of high psychological demands, but not of high physical work load; the buffering effect of control was observed only when physical work load was low. The combined effects of demands and physical work load were over-additive. Thus, the power of different predictors for musculoskeletal symptoms depended on the level of other predictors. This suggests that the efficiency of certain strategies for the prevention of musculoskeletal problems is likely to depend on the level of risk factors, with different strategies being appropriate for different levels of risk.     

The social construction of the meaning of acute stressors: a qualitative study of the personal accounts of police officers using a stress counselling service

The police profession is one in which acute stressors are encountered more frequently than in other occupations. Using the personal accounts of 35 police officers attending an in-house stress counselling clinic, the aim of the present study was to provide a qualitative examination of how the institutional context of policing influenced the ways in which acute stressors signified to individual police officers experiencing felt distress. Using the framework of Rational Emotive Behaviour Therapy as an analytical tool, it is argued that beliefs contributing to the experience of felt distress are related to the way in which policing as both an identity and an activity is constructed through the police organizational culture. Not only do these constructions influence the ways in which officers perceive themselves and their environments, but they also operate at the collective level to 'normalize' some emotional responses and to 'pathologize' others which, it is argued, could impact upon the outcomes of interventions such as stress counselling.