情绪劳动能否引发反生产行为？
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摘要
反生产行为是工业和组织心理学近期的一个研究重点,是指组织成员伤害或意图伤害组织或组织其他成员(同事、上级领导、客户、代理商等)的一类行为,这类行为会对组织以及组织的其他成员产生非常重要的影响。已有研究表明,仅偷窃一项,每年就会为美国企业带来数十亿美元的损失,由各种反生产行为所造成的损失总额更是令人震惊。鉴于反生产行为所产生的严重危害,深入了解这类行为及这类行为产生的原因就有着非常重要的现实意义。通过文献搜索,我们发现,关于反生产行为的研究大多是在国外进行的,我国对反生产行为的研究尚处于起步阶段,实证研究较少。鉴于此,本研究以工作要求——资源模型为理论基础,对反生产行为进行了研究,初步探讨了情绪劳动与反生产行为之间存在的关系,以及情绪耗竭对两者关系的中介作用和心理资本对二者关系的调节作用。
本研究运用了文献搜集和问卷调查的方式,对北京、上海、西安、银川等城市中从事金融、证券、医疗、保险、销售、酒店、教育培训等多个行业的454名服务性员工进行了调查,探讨了服务性员工情绪劳动、情绪耗竭、心理资本与反生产行为之间的关系,并针对研究的结果为服务性组织提供了一些关于管理实践的建议。同时,在文章的最后,我们也对本研究的局限性和未来的研究方向进行了阐述。
具体说来,本研究主要发现了以下结果：
第一,服务性员工的反生产行为在性别、教育程度和职位级别上存在显著差异,但在年龄、婚姻状况、工作年限和行业类型上的差异不显著。
第二,情绪劳动能够显著预测反生产行为的实施频率。具体而言,表层扮演正向预测反生产行为,也正向预测反生产行为的三个维度,深层扮演负向预测反生产行为,也负向预测反生产行为的三个维度。
第三,表层扮演能够正向预测情绪耗竭的程度,但深层扮演对情绪耗竭的预测作用未达到显著性水平。
第四,情绪耗竭能够正向预测反生产行为的实施频率。具体而言,情绪耗竭正向预测反生产行为,也正向预测反生产行为的三个维度。
第五,情绪耗竭对表层扮演与反生产行为之间的关系起部分中介作用,但情绪耗竭对深层扮演与反生产行为的中介作用不显著。
第六,心理资本能够显著预测反生产行为的实施频率。具体而言,心理资本负向预测反生产行为,也负向预测反生产行为的三个维度。
第七,心理资本对表层扮演与反生产行为的调节作用是显著的,调节的方向为负向调节；但心理资本对深层扮演与反生产行为的调节作用不显著。
由此,本研究表明,情绪劳动的表层扮演能够引发反生产行为,深层扮演不引发反生产行为,且深层扮演负向预测反生产行为。表层扮演不仅能够直接引发反生产行为,而且还可以通过情绪耗竭的作用间接引发反生产行为。心理资本可以削弱表层扮演与反生产行为之间的联系,心理资本高时,表层扮演与反生产行为之间的相关较低。
Counterproductive work behaviors, which include any actions that employees engage in that harm their organization or organization members, have recently emerged as an important research topic in industrial and organizational psychology. Given the serious nature of these behaviors, it should be no surprise that research has found that counterproductive work behaviors have important implications for the well-being of organizations and their members. Studies have shown, for example, that theft alone costs U.S. organizations several billion dollars annually. Total losses caused by the other forms of counterproductive work behaviors are likely to be staggering. Because of the important practical implications of counterproductive work behaviors, it is important for us to study the nature of these behaviors. Through the literature search, we found that there are so many studies on counterproductive work behaviors in western countries, but the study in China is very few, and there is no research that have studied the relationship between emotional labor and counterproductive work behaviors. Based on the job demands—resources model, the present study has explored the relationship between people's emotional labor and counterproductive work behaviors, as well as the influences of emotional exhaustion and psychological capital.
Using method of literature search and questionnaire survey, the present study have analyzed454samples which comes from several industry enterprises(such as economics, securities business, medical treatment, insurance, sales, hospitality industry, education training and etc) in four cities(Beijing, Shanghai, Xi'an, Yinchuan). This study explored the relationship of emotional labor, emotional exhaustion, psychological capital and counterproductive work behaviors in service staff. According to the results of the study, we also give some advice to service organizations on management practice. At the end of the article, the limitations of this study and the future direction have been discussed.
In particular, this research mainly found the following results:
First, service staff's counterproductive work behaviors have significant differences in gender, educational background and positions; but on the variable of age, martial status, working age and industry category, there is not significantly difference.
Second, emotional labor significantly predicts counterproductive work behaviors. In particular, the surface acting positively predict the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors; the deep acting negatively predict the counterproductive work behaviors, also negatively predict the three dimensions of counterproductive work behaviors.
Third, the surface acting positively predicts emotional exhaustion, but the deep acting plays no prediction on emotional exhaustion.
Fourth, emotional exhaustion positively predicts the counterproductive work behaviors. In particular, the emotional exhaustion positively predicts the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors.
Fifth, emotional exhaustion partial mediated the relationship between surface acting and counterproductive work behaviors, but mediated effect on the relationship between deep acting and counterproductive work behaviors is not significant.
Sixth, psychological capital negatively predicts the counterproductive work behaviors. In particular, the psychological capital negatively predicts the counterproductive work behaviors, also negatively predicts the three dimensions of counterproductive work behaviors.
Seventh, psychological capital moderates the relationship between surface acting and counterproductive work behaviors, but the moderating effect on the relationship between deep acting and counterproductive work behaviors is not significant.
Thus, this study shows that the surface acting of emotional labor can lead to counterproductive work behaviors, but the deep acting can not, and the deep acting negatively predict counterproductive work behaviors. The surface acting can not only result in counterproductive work behaviors directly, but also can result in counterproductive work behaviors through emotional exhaustion. The psychological capital can weaken the link between the surface acting and counterproductive work behaviors.
本研究运用了文献搜集和问卷调查的方式,对北京、上海、西安、银川等城市中从事金融、证券、医疗、保险、销售、酒店、教育培训等多个行业的454名服务性员工进行了调查,探讨了服务性员工情绪劳动、情绪耗竭、心理资本与反生产行为之间的关系,并针对研究的结果为服务性组织提供了一些关于管理实践的建议。同时,在文章的最后,我们也对本研究的局限性和未来的研究方向进行了阐述。
具体说来,本研究主要发现了以下结果：
第一,服务性员工的反生产行为在性别、教育程度和职位级别上存在显著差异,但在年龄、婚姻状况、工作年限和行业类型上的差异不显著。
第二,情绪劳动能够显著预测反生产行为的实施频率。具体而言,表层扮演正向预测反生产行为,也正向预测反生产行为的三个维度,深层扮演负向预测反生产行为,也负向预测反生产行为的三个维度。
第三,表层扮演能够正向预测情绪耗竭的程度,但深层扮演对情绪耗竭的预测作用未达到显著性水平。
第四,情绪耗竭能够正向预测反生产行为的实施频率。具体而言,情绪耗竭正向预测反生产行为,也正向预测反生产行为的三个维度。
第五,情绪耗竭对表层扮演与反生产行为之间的关系起部分中介作用,但情绪耗竭对深层扮演与反生产行为的中介作用不显著。
第六,心理资本能够显著预测反生产行为的实施频率。具体而言,心理资本负向预测反生产行为,也负向预测反生产行为的三个维度。
第七,心理资本对表层扮演与反生产行为的调节作用是显著的,调节的方向为负向调节；但心理资本对深层扮演与反生产行为的调节作用不显著。
由此,本研究表明,情绪劳动的表层扮演能够引发反生产行为,深层扮演不引发反生产行为,且深层扮演负向预测反生产行为。表层扮演不仅能够直接引发反生产行为,而且还可以通过情绪耗竭的作用间接引发反生产行为。心理资本可以削弱表层扮演与反生产行为之间的联系,心理资本高时,表层扮演与反生产行为之间的相关较低。
Counterproductive work behaviors, which include any actions that employees engage in that harm their organization or organization members, have recently emerged as an important research topic in industrial and organizational psychology. Given the serious nature of these behaviors, it should be no surprise that research has found that counterproductive work behaviors have important implications for the well-being of organizations and their members. Studies have shown, for example, that theft alone costs U.S. organizations several billion dollars annually. Total losses caused by the other forms of counterproductive work behaviors are likely to be staggering. Because of the important practical implications of counterproductive work behaviors, it is important for us to study the nature of these behaviors. Through the literature search, we found that there are so many studies on counterproductive work behaviors in western countries, but the study in China is very few, and there is no research that have studied the relationship between emotional labor and counterproductive work behaviors. Based on the job demands—resources model, the present study has explored the relationship between people's emotional labor and counterproductive work behaviors, as well as the influences of emotional exhaustion and psychological capital.
Using method of literature search and questionnaire survey, the present study have analyzed454samples which comes from several industry enterprises(such as economics, securities business, medical treatment, insurance, sales, hospitality industry, education training and etc) in four cities(Beijing, Shanghai, Xi'an, Yinchuan). This study explored the relationship of emotional labor, emotional exhaustion, psychological capital and counterproductive work behaviors in service staff. According to the results of the study, we also give some advice to service organizations on management practice. At the end of the article, the limitations of this study and the future direction have been discussed.
In particular, this research mainly found the following results:
First, service staff's counterproductive work behaviors have significant differences in gender, educational background and positions; but on the variable of age, martial status, working age and industry category, there is not significantly difference.
Second, emotional labor significantly predicts counterproductive work behaviors. In particular, the surface acting positively predict the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors; the deep acting negatively predict the counterproductive work behaviors, also negatively predict the three dimensions of counterproductive work behaviors.
Third, the surface acting positively predicts emotional exhaustion, but the deep acting plays no prediction on emotional exhaustion.
Fourth, emotional exhaustion positively predicts the counterproductive work behaviors. In particular, the emotional exhaustion positively predicts the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors.
Fifth, emotional exhaustion partial mediated the relationship between surface acting and counterproductive work behaviors, but mediated effect on the relationship between deep acting and counterproductive work behaviors is not significant.
Sixth, psychological capital negatively predicts the counterproductive work behaviors. In particular, the psychological capital negatively predicts the counterproductive work behaviors, also negatively predicts the three dimensions of counterproductive work behaviors.
Seventh, psychological capital moderates the relationship between surface acting and counterproductive work behaviors, but the moderating effect on the relationship between deep acting and counterproductive work behaviors is not significant.
Thus, this study shows that the surface acting of emotional labor can lead to counterproductive work behaviors, but the deep acting can not, and the deep acting negatively predict counterproductive work behaviors. The surface acting can not only result in counterproductive work behaviors directly, but also can result in counterproductive work behaviors through emotional exhaustion. The psychological capital can weaken the link between the surface acting and counterproductive work behaviors.
引文
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