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组织内部员工的工作内容主要围绕同事展开,组织一般对其无明确的情绪表达要求,因而他们有表达自我真实情绪的自由。但出于人际交往和工作沟通的需要,组织内会存在多种形式的情绪表达潜规则约束。为了揭示情绪表达潜规则导致内部员工情绪耗竭的作用路径,文章以资源保存、认知失调和自我损耗理论为基础构建了组织内情绪劳动者的"情绪表达潜规则—情绪表达策略—情绪耗竭"的理论模型。通过问卷调研和数据分析,证实了积极情绪潜规则可推动员工采用深层扮演策略,使内心感受和外在情绪保持一致,减少了情绪耗竭。而消极情绪潜规则会抑制员工情绪的深层扮演,并助长表层扮演来伪装情绪,造成情绪资源流失,最终导致情绪耗竭。研究还证实了组织内的情绪劳动者在表达情绪时,虽然可同时采用深层与表层扮演两种策略,但由于情绪资源有限,他们对两种策略的选择偏好显著负相关。
Abstract：The employees in the organization mainly work around their colleagues, and the organization generally has no clear rules of emotional expression, so they have freedom to express their true emotions. However, due to the needs of interpersonal communication and work communication, there exist some latent rules of emotional expression. In order to reveal the path of emotional exhaustion caused by the hidden rules of emotional expression for the employees in the organization, this study constructs the model of "latent emotional expression rules/emotional expression strategies/emotional exhaustion" based on the theory of resource preservation, cognitive disorder and self-depletion. Through questionnaire and data analysis, it is proved that the latent rules of positive emotion expression can promote employees to adopt deep acting strategies, make their inner feelings consistent with outer emotions, and then reduce emotional exhaustion. The latent rules of negative emotion expression encourage the employees to use the surface acting to disguise their real emotion, resulting in the loss of emotional resources and ultimately leading to the emotion exhaustion. The study also confirms that although emotional workers can adopt both deep acting and surface acting at the same time, their preference for the two strategies is significantly negatively correlated because of the limited emotional resources.
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基本信息:
DOI：10.14134/j.cnki.cn33-1336/f.2020.01.004
中图分类号:F272.92
引用信息:
[1]关涛,环亚琴,晏佳敏.情绪表达潜规则对组织内部员工情绪耗竭的影响——以情绪表达策略为中介[J].商业经济与管理,2020,No.339(01):40-54.DOI:10.14134/j.cnki.cn33-1336/f.2020.01.004.
基金信息:
国家社会科学基金一般项目“中国跨国企业知识获取战略与组织结构的匹配关系研究”(14BGL176)
2020-01-15
2020-01-15