Spillover Effects of Emotional Labor in Customer Service Encounters Toward Coworker Harming: A Resource Depletion Perspective
Spillover Effects of Emotional Labor in Customer Service Encounters Toward Coworker Harming: A Resource Depletion Perspective
复制标题
DOI：
10.1111/peps.12156
复制
发表时间：
2017-06-01
影响因子：
5.5
通讯作者：
Zhao, Helen H.
中科院分区：
文献类型：
--
作者：
Deng, Hong;Walter, Frank;Zhao, Helen H.
本研究探讨如何影响情绪劳动可以从客户接触转移到同事的互动使用时间滞后的数据从一线服务员工的样本。研究结果表明，在顾客服务接触中，表层代理与自我耗竭呈显著正相关，深层代理与自我耗竭呈显著负相关。反过来，员工的自我损耗与他们对同事的人际伤害行为呈正相关。因此，自我耗竭似乎是一个中介变量，将不同的情绪劳动策略的影响转化为同事伤害。此外，情绪调节自我效能调节表面行动的作用。情绪调节自我效能感高的员工，其表面行为与同事伤害之间的正向间接关系，通过自我耗竭，被缓冲。这些发现揭示了情绪劳动的复杂和深远的后果。我们证明了情绪劳动的相关性，第三方不直接参与客户服务的遭遇，并强调这些间接关系的重要调解人和边界条件。
This research examines how the implications of emotional labor can transfer from customer encounters to coworker interactions using temporally lagged data from a sample of frontline service employees. The results show that surface acting in customer service encounters is positively, and deep acting is negatively, related to ego depletion. Employees' ego depletion, in turn, is positively associated with their interpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a mediating variable that translates the implications of distinct emotional labor strategies into coworker harming. Moreover, emotion regulation self-efficacy moderates the role of surface acting. The positive indirect relationship between surface acting and coworker harming, via ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor. We demonstrate the relevance of emotional labor to third parties not directly involved in customer service encounters and highlight important mediators and boundary conditions of these indirect relations.