Cross-Cultural Comparison of Emotions in Organizations:
Cross-Cultural Comparison of Emotions in Organizations:
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组织中情感的跨文化比较：
DOI：
10.11207/taaos.10.1_60
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发表时间：
2021
期刊：
影响因子：
--
通讯作者：
岡部倫子
中科院分区：
文献类型：
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作者：
岡部倫子;Noriko Okabe;岡部倫子
在世界经济中，服务业所占的比重在逐步提高，服务业的劳动人口也在相应增加。在组织研究中，有一些特定于提供服务的组织和人员的问题。本研究旨在探讨服务人员的正面情绪与负面情绪对工作绩效与工作满意度的影响。作者调查了亚洲航空公司（研究1）和欧洲航空公司（研究2）的乘务员，并比较了服务人员的情绪，因为跨文化差异。本研究以“情感传递”作为服务人员的正面情绪变项，其中包含服务中的正面情绪表达。相反，身心疲劳引起的“情绪衰竭”被认为是一种消极的情绪方面和消极的情绪变量。描述性统计和相关分析首先测量了本研究所用的变量，然后通过基于协方差的结构方程模型（SEM）的路径分析验证了变量之间的直接效应和中介效应。这项研究表明，服务人员谁实践积极的情感表达，以应对客户服务提高工作绩效，即使他们认为在不同的组织文化中的角色模糊。相比之下，感知角色模糊通常会使服务人员感到压力和情绪疲惫，欧洲航空公司的工作绩效下降。理解和利用这些机制可以帮助防止服务人员在工作场所感到压力和情绪疲劳。
In the world economy, the proportion of the service sector is gradually increasing, and the population of workers in the service sector is also increasing accordingly. In organizational studies, there are issues peculiar to the organization and the personnel that provides the services. In this study, the author examined how service personnel’s positive and negative emotions influence job performance and job satisfaction. The author surveyed flight attendants working for Asian airlines (Study 1) and European airlines (Study 2) and compared service personnel’s emotions because of cross-cultural differences.“Affective delivery,” which incorporates positive emotional expressions in service, was used as a positive emotional variable of service personnel in this study. Conversely,“emotional exhaustion” caused by physical and mental fatigue was considered a negative emotional aspect and a negative emotional variable. Descriptive statistics and correlation analysis first measured the variables used in this study, and then the direct and mediator effects between the variables were verified by path analysis by covariance-based structural equation modeling (SEM). This study shows that service personnel who practice positive emotional expression in response to customer service improve job performance, even if they perceive role ambiguity in different organizational cultures. In contrast, perceiving role ambiguity generally makes service personnel feel stressed and emotionally exhausted, and job performance declines for European airlines. Understanding and utilizing such mechanisms may help prevent service personnel from feeling stressed and emotional fatigue in the workplace.