Identifying the complex relationships among emotional labor and its correlates
Identifying the complex relationships among emotional labor and its correlates
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识别情绪劳动及其相关因素之间的复杂关系
DOI：
10.1016/j.ijhm.2010.10.009
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发表时间：
2011
影响因子：
11.7
通讯作者：
Umut Avci
中科院分区：
文献类型：
--
作者：
D. Gursoy;Yasin Boylu;Umut Avci
自70年代末研究以来，情绪劳动受到了广泛关注，特别是在服务产品环境中，因为它被认为是双刃剑。几个与工作和个人相关的因素被假设和测试对情绪劳动的影响。然而，文化的影响，作为一个全面的因素，迄今为止一直被忽视。本研究的目的是测量情绪劳动与其一些前因和结果之间的复杂关系，包括那些先前测量的和那些被遗漏的，如文化。运用结构方程建模方法识别情绪劳动与人格、文化、工作经验、工作自主性、工作满意度等因素之间的内在复杂关系；工作满意度被确定为依赖于情绪劳动，所有其他变量被确定为独立的。研究发现，情绪劳动与工作满意度呈负相关，而情绪劳动与神经质呈正相关，但与外向性无关，这两者都是由文化价值观决定的。工作自主性受工作经验和外向性的影响，与工作满意度呈正相关。
Studied since the late 70s, emotional labor has received much attention especially in the service product context due to its presumed double edged wedge potential. Several job-related and person-related factors are postulated and tested for influence on emotional labor. However, the influence of culture, as a blanket factor, has been overlooked thus far. The aim of this study is to measure the complex relationships between emotional labor and a few of its antecedents and outcomes, including those previously measured and those missed such as culture. A structural equation modeling approach is used to identify the complex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labor and all other variables were identified as being independent. Findings revealed a negative relationship between emotional labor and job satisfaction and a surprising positive relationship between emotional labor and neuroticism but not extraversion, which are both defined by cultural values. Job autonomy, affected by work experience and extraversion, had a positive relationship with job satisfaction.