Effects of service employees’ negative personality traits on emotional labour and job satisfaction
Effects of service employees’ negative personality traits on emotional labour and job satisfaction
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DOI：
10.1108/md-11-2018-1206
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发表时间：
2019-05
影响因子：
4.6
通讯作者：
G. Walsh;Zhiyong Yang;Jason J. Dahling;Mario Schaarschmidt;I. Takahashi
中科院分区：
文献类型：
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作者：
G. Walsh;Zhiyong Yang;Jason J. Dahling;Mario Schaarschmidt;I. Takahashi
目的一线服务员工（FLEs）的积极人格特质提升了服务体验，对员工和客户都有好处。然而，有限的研究涉及消极的人格特质。借鉴情绪调节框架，本文的目的是提出一个概念模型，其中三个消极的人格特质-马基雅维利主义，精神病和自恋（所谓的黑暗三重人格（DT））-代表前因，和FLE情绪调节策略（表面和深层代理）是中介，所有这些都预测工作满意度。设计/方法/方式-这个模型的测试包括职业不同的样本FLEs从个人主义（美国）和集体主义（日本）的国家，以评估潜在的调节作用的文化。结果-研究结果表明，马基雅维里主义更积极地涉及到表面和深层代理在日本，而精神病与表面代理比在美国更消极。出乎意料的是，自恋在这两个国家的表面和深层行为上表现出混合效应：在美国，自恋与表面行为呈正相关，但在日本，自恋与表面行为呈负相关。日本人的积极自恋-深度表演关系也比美国人强。这些发现有助于明确负面人格特质对重要员工成果的影响。独创性/价值-这是第一项研究，涉及服务员工的DT与情绪劳动，从而进一步研究的新途径。这些发现与管理相关，因为它们有助于明确负面人格特质对重要员工成果的影响。
Purpose Frontline service employees’ (FLEs) positive personality traits enhance service experiences, for both employee and customer outcomes. Yet, limited research addresses negative personality traits. Drawing on the emotion regulation framework, the purpose of this paper is to propose a conceptual model in which three negative personality traits – Machiavellianism, psychopathy and narcissism (the so-called dark triad (DT)) – represent antecedents, and FLE emotion regulation strategies (surface and deep acting) are mediators, all of which predict job satisfaction. Design/methodology/approach The test of this model includes occupationally diverse samples of FLEs from an individualistic (the USA) and a collectivistic (Japan) country, to assess the potential moderating role of culture. Findings The findings suggest that Machiavellianism relates more positively to surface and deep acting in Japan, whereas psychopathy relates more negatively to surface acting than in the USA. Unexpectedly, narcissism exhibits mixed effects on surface and deep acting in both countries: It relates positively to surface acting in the USA but prompts a negative relationship in Japan. The positive narcissism–deep acting relationship is also stronger for Japanese than for US FLEs. These findings help specify the effects of negative personality traits on important employee outcomes. Originality/value This is the first study that relates service employees’ DTs with emotional labor resulting in new avenues for further research. The findings are managerially relevant because they help specify the effects of negative personality traits on important employee outcomes.