家庭-工作冲突和平衡对服务员工情绪工作的影响机制
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摘要
采用问卷调查法,探究了影响金融行业和餐饮行业服务员工情绪工作的家庭层面因素。结果表明:家庭-工作冲突对情绪工作的陪伴行为、帮助行为和管制行为具有负向影响;家庭-工作平衡和家庭-工作增益对情绪工作的陪伴行为、帮助行为和管制行为均具有正向影响。
This paper explores the family-level factors that affect the emotional work of service workers in financial industry and catering industry by the questionnaire survey method.The results show as follows:family to work conflict has a negative impact on companionship behavior,help behavior and regulation behavior of emotional work;family to work balance and facilitation has positive impacts on the companionship behavior,help behavior and regulation behavior of emotional work.
This paper explores the family-level factors that affect the emotional work of service workers in financial industry and catering industry by the questionnaire survey method.The results show as follows:family to work conflict has a negative impact on companionship behavior,help behavior and regulation behavior of emotional work;family to work balance and facilitation has positive impacts on the companionship behavior,help behavior and regulation behavior of emotional work.
引文
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[11]STRAZDINS L M.Integrating emotions:multiple role measurement of emotional work[J].Journal Recommendation Service,2000,52(1):41-50.
[12]NG T W H,FELDMAN D C.The effects of organizational and community embeddedness on work-to-family and family-to-work conflict[J].Journal of Applied Psychology,2012,97(6):1233.
[13]NETEMEYER R G,BRASHEAR-ALEJANDRO T,BOLES J S.A cross-national model of job-related outcomes of work role and family role variables:a retail sales context[J].Journal of the Academy of Marketing Science,2004,32(1):49-60.
[14]KARATEPE O M,BADDAR L.An empirical study of the selected consequences of frontline employees'workfamily conflict and family-work conflict[J].Tourism Management,2006,27(5):1017-1028.
[15]SEERY A.Family-Work Balance in Low-Income Couples in Quebec[EB/OL].[2018-10-15].https://isaconf.confex.com/isaconf/wc2018/webprogram/Paper93173.html.
[16]CARLSON D S,WITT L A,ZIVNUSKA S,et al.Supervisor appraisal as the link between family-work balance and contextual performance[J].Journal of Business and Psychology,2008,23(1-2):37-49.
[17]GRZYWACZ J G.Work-family spillover and health during midlife:is managing conflict everything?[J].American Journal of Health Promotion,2000,14(4):236-243.
[18]WAYNE J H,MUSISCA N,FLEESON W.Considering the role of personality in the work-family experience:relationships of the Big Five to work-family conflict and enrichment[J].Journal of Vocational Behavior,2004,64:108-130.
[19]CARLSON D S,KACMAR K M,WILLIAMS L J.Construction and initial validation of a multidimensional measure of work-family conflict[J].Journal of Vocational Behavior,2000,56(2):249-276.
[20]GREENHAUS J H,COLLINS K M,SHAW J D.The relation between work-family balance and quality of life[J].Journal of Vocational Behavior,2003,63(3):510-531.
[21]HANSON G C,HAMMER L B.Development and validation of a multidimensional scale of perceived work-family positive spillover[J].Journal of Occupational Health Psychology,2006,11(3):247-263.
[22]FORNELL C,LARCKER D F.Evaluating structural equation models with unobservable variables and measurement error[J].Journal of Marketing Research,1981,18(1):39-50.
[23]PODSAKOFF P M,Organ D W.Self-Reports in organizational research:problems and prospects[J].Journal of Management,2016,12(4):531-544.
[2]朱琦,刘世英.情绪研究的新视角---情绪工作[J].重庆邮电学院学报,2006(6):971-974.
[3]姜鹤.员工情绪工作的影响及对策研究[J].中国商贸,2010(17):71-72.
[4]KATZ D,KAHN R L.The social psychology of organizations[M].New York:Wiley,1978.
[5]GREENHAUS J H,BEUTELL N J.Sources of conflict between work and family roles[J].The Academy of Management Review,1985,10(1):76-88.
[6]RICHTER A,SCHRAML K,LEINEWEBER C.Workfamily conflict,emotional exhaustion and performancebased self-esteem:reciprocal relationships[J].Int Arch Occup Environ Health,2015,88:103-112.
[7]FRONE M R.Handbook of occupational health psychology[M].American Psychological Association,2003.
[8]HOCHSCHILD A.The managed heart:commercialization of human feeling.Berkeley[J].University of California Press,1983,15:183-187.
[9]MORRIS J A,FELDMAN D C.The dimensions antecedents,and consequences of emotional labor[J].Academy of Management Review,1996,21(4):966-1010.
[10]GRANDEY A A,KERN J H,FRONE M R.Verbal abuse from outsiders versus insiders:comparing frequency,impact on emotional exhaustion,and the role of emotional labor[J].Journal of Occupational Health Psychology,2007,12(1):63-79.
[11]STRAZDINS L M.Integrating emotions:multiple role measurement of emotional work[J].Journal Recommendation Service,2000,52(1):41-50.
[12]NG T W H,FELDMAN D C.The effects of organizational and community embeddedness on work-to-family and family-to-work conflict[J].Journal of Applied Psychology,2012,97(6):1233.
[13]NETEMEYER R G,BRASHEAR-ALEJANDRO T,BOLES J S.A cross-national model of job-related outcomes of work role and family role variables:a retail sales context[J].Journal of the Academy of Marketing Science,2004,32(1):49-60.
[14]KARATEPE O M,BADDAR L.An empirical study of the selected consequences of frontline employees'workfamily conflict and family-work conflict[J].Tourism Management,2006,27(5):1017-1028.
[15]SEERY A.Family-Work Balance in Low-Income Couples in Quebec[EB/OL].[2018-10-15].https://isaconf.confex.com/isaconf/wc2018/webprogram/Paper93173.html.
[16]CARLSON D S,WITT L A,ZIVNUSKA S,et al.Supervisor appraisal as the link between family-work balance and contextual performance[J].Journal of Business and Psychology,2008,23(1-2):37-49.
[17]GRZYWACZ J G.Work-family spillover and health during midlife:is managing conflict everything?[J].American Journal of Health Promotion,2000,14(4):236-243.
[18]WAYNE J H,MUSISCA N,FLEESON W.Considering the role of personality in the work-family experience:relationships of the Big Five to work-family conflict and enrichment[J].Journal of Vocational Behavior,2004,64:108-130.
[19]CARLSON D S,KACMAR K M,WILLIAMS L J.Construction and initial validation of a multidimensional measure of work-family conflict[J].Journal of Vocational Behavior,2000,56(2):249-276.
[20]GREENHAUS J H,COLLINS K M,SHAW J D.The relation between work-family balance and quality of life[J].Journal of Vocational Behavior,2003,63(3):510-531.
[21]HANSON G C,HAMMER L B.Development and validation of a multidimensional scale of perceived work-family positive spillover[J].Journal of Occupational Health Psychology,2006,11(3):247-263.
[22]FORNELL C,LARCKER D F.Evaluating structural equation models with unobservable variables and measurement error[J].Journal of Marketing Research,1981,18(1):39-50.
[23]PODSAKOFF P M,Organ D W.Self-Reports in organizational research:problems and prospects[J].Journal of Management,2016,12(4):531-544.