A two-wave longitudinal study on the impacts of job crafting and psychological resilience on emotional labor
A two-wave longitudinal study on the impacts of job crafting and psychological resilience on emotional labor
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工作重塑和心理弹性对情绪劳动影响的两波纵向研究
DOI：
10.1016/j.jhtm.2022.05.014
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发表时间：
2022-09
影响因子：
8.3
通讯作者：
Ziqi Liu
中科院分区：
文献类型：
--
作者：
Yong Yang;Xiaohua Yan;Xinyuan Zhao;Anna S. Mattila;Zhenzhen Cui;Ziqi Liu
基于资源守恒理论，本研究考察了工作技能和心理弹性对情绪劳动的影响以及个体服务取向的中介作用。采用两波纵向研究方法，对中国300多名客户接触员工进行了调查。研究结果表明，工作技能和心理弹性都对压力下的顾客关注和顾客服务产生了积极的影响。顾客关注对深层行动有正向影响，压力下的顾客服务对表层行动和深层行动都有正向影响。压力下的客户关注和客户服务介导了工作制作和情绪劳动之间的相关性（即，表面作用和深层作用）。此外，顾客关注在心理弹性与深度行动之间起中介作用。
Based on the conservation of resource theory (COR), this study investigates the impacts of job crafting and psychological resilience on emotional labor and the mediating role of an individual's service orientation. A survey was conducted on more than 300 customer-contact employees in China using a two-wave longitudinal study. The results demonstrated that both job crafting and psychological resilience exerted a positive impact on customer focus and customer service under pressure. While customer focus exerted a positive impact on deep acting, customer service under pressure exerted a positive impact on both surface acting and deep acting. Customer focus and customer service under pressure mediated the correlation between job crafting and emotional labor (i.e., surface acting and deep acting). In addition, customer focus mediated the correlation between psychological resilience and deep acting.