Antecedents and Consequences of Emotional Labor of the Front-Line Service Employees in Chinese Enterprises: Based on the Examples of the Bank Clerks
Front-line service employees have to exhibit particular affective displays， so-called emotional labor. The purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting)， antecedents (i.e. organization commitment and emotion awareness)， and the consequences. (i.e. emotional exhaustion， depersonalization， personal accomplishment， and the quality of interpersonal relationship). To test the hypotheses， self-report and other-rating data were collected from 223 bank clerks in Taiwan through questionnaires.The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness， while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation， surface acting was found to be positively correlated with personal accomplishment， but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand， deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization， and positive relationship with personal accomplishment. Neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. The results showed some differences from existing Western findings. Implications for future research and service work were also discussed at the end.
|關鍵詞||表層演出、深層演出、組織承諾、情緒覺察、工作倦怠、Surface acting、Deep acting、Organization commitment、Emotion awareness、Burnout|