顾客不公平与员工情感性劳动关系研究_换位思考能力和负面情感作用.pdfVIP

8 5 Vol. 8 No. 5 2011 5 Chinese Journal of Mana ement May 2011 换位思考能力和负面情感的作用 谢礼珊 龚金红 梁 艳 ( 中山大学管理学院) : 对2 家高星级酒店的一线服务人员进行 调研, 探讨员工感知的顾客不公平对其 情感性劳动行为的影响数据分析结果表明, 员工感知的顾客不公平对其表面表演行为有显 著的正向影响, 而对深层表演行为有显著的负向影响; 负面情感会对顾客不公平与员工深层表 演行为的关系有部分中介作用, 而员工的换位思考能力则会调节员工感知的顾客不公平对负 面情感的影响强度; 员工的换位思考能力越强, 顾客不公平行为对员工负面情感的影响力度越 小 : ; ; ; ; ; : C93 : A : 1672884X( 2011) Customer Injustice and on Employees Emotional Labor: The Role of Perspective Taking andNegative ffectivities XIE Lishan GONG Jinhon LIANG Yan ( Sun Yatsen U niversity , Guan zhou, China) bstract: An empir ical study w as conducted in 2 hi hstart hotels, investi atin the effects of customer injustice on employees emotional labor and the moderatin r ole of perspective takin . The results of data analysis indicated that customer injustice w as positively related w ith surface actin , w hile ne atively related w ith deep actin . Ne ative affectivities partially mediated the impact of cus tomer injustice on deep actin . Furthermore, per spective takin moder ated the effects of customer in justice on employees emotional labor . Employees w ith hi her perspective takin ability suffered less influence from customer injustice . Key words: customer injustice; emotional labor; surface actin ; deep actin ; ne ative affectivi ties; perspective takin , , 2 ( , , , ) , , , , , , , , , , 1 文献综述与研究假设 , 1. 1 BERRY [ 1] , , : : ( 720 ( )