Rising to the Challenge: Deep Acting is More Beneficial When Tasks are Appraised as Challenging
Rising to the Challenge: Deep Acting is More Beneficial When Tasks are Appraised as Challenging
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迎接挑战：当任务被认为具有挑战性时，深度行动会更有益
DOI：
10.1037/a0038976
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发表时间：
2015-09-01
影响因子：
9.9
通讯作者：
Grandey, Alicia A.
中科院分区：
文献类型：
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作者：
Huang, Jason L.;Chiaburu, Dan S.;Grandey, Alicia A.
累积研究表明，尽管认为深层演奏可能是有益的，但深层表演与员工疲惫的关系不显着。为了阐明深度表演会导致更积极的员工成果，我们借鉴了资源保护的观点，提出了一个个人内部表演模型，重点是服务员工每天对情感劳动和情感疲惫的每日波动。具体而言，我们建议，持续的Felt挑战经验是一个人的边界条件，可以节省Deep Acting与情绪疲惫的关系，并将情感疲惫作为中介机制建模，随后预测瞬间的工作满意度和每天的客户冲突处理。使用体验抽样设计，我们在3周的时间内收集了84名服务员工的数据。当服务提供商看到任务更具挑战性时，深层表演对服务提供商而言并不那么令人筋疲力尽。此外，情绪疲惫通过触觉挑战互动对瞬时工作满意度和每日客户冲突处理的深刻作用。这些发现有助于更好地理解工作中的深刻表演经验，同时强调客户冲突的处理是情感劳动的关键行为结果。
Cumulative research indicates that deep acting has a nonsignificant relationship with employee exhaustion, despite arguments that deep acting can be beneficial. To illuminate when deep acting leads to more positive employee outcomes, we draw on the resource conservation perspective to propose a within-individual model of deep acting that focuses on service employees' daily fluctuation of emotional labor and emotional exhaustion. Specifically, we propose that the ongoing experience of felt challenge is a within-person boundary condition that moderates deep acting's relationship with emotional exhaustion, and model emotional exhaustion as a mediating mechanism that subsequently predicts momentary job satisfaction and daily customer conflict handling. Using an experience sampling design, we collected data from 84 service employees over a 3-week period. Deep acting was less emotionally exhausting for service providers when they saw their tasks as more challenging. Furthermore, emotional exhaustion mediated the deep acting by felt challenge interaction effect on momentary job satisfaction and daily customer conflict handling. The findings contribute to a better understanding of the deep acting experience at work, while highlighting customer conflict handling as a key behavioral outcome of emotional labor.