销售人员自我监控人格对工作倦怠的影响机制研究
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摘要
在我国经济建设取得傲人成绩的同时,我国企业员工的心理健康问题却不容乐观。员工的心理健康问题也成为组织实践者和学者广泛关注的话题。肩负着企业压力与希望的销售人员是一个时刻要面对拒绝或难堪的特殊群体,每一次成功背后都藏着无数次的拒绝。为获得客户所期望的印象,销售人员在策划印象管理时必须表现出客户所期望的形象。工作倦怠是影响销售人员身心健康、人际关系和工作绩效的一个重要因素。因此,销售人员工作倦怠成为亟待研究者解决的现实问题。
在被系统地进行研究之前,倦怠作为一个重要的社会问题就已经受到了实践者和社会评论者的关注,之后进一步地在研究文献中被提出,得到了大量的研究关注。倦怠在很多以客户为中心的工作职位中得到了研究,如护理行业和教师行业,但是在与销售人员有关的文献中,倦怠的相关研究却比较少。倦怠最初被概念化为一个由情境决定的现象,但是越来越多的证据表明,倦怠与人格有着重要的联系。具有某些人格特质很可能使个体倾向于不健康和倦怠或者能够作为防止不健康和倦怠的缓冲器。之后,如热门的大五人格等人格特质对倦怠的影响得到了研究。虽然多个人格特质对工作倦怠的影响已有研究,但是对代表个体的人际交往导向、印象管理动机和策略,并因此在社会互动的进行和社会关系的形成中发挥着重要作用的自我监控人格,其与工作倦怠的关系却没有得到研究。
虽然没有实证的文献对自我监控与倦怠之间的关系进行直接的研究,但仍有一些可供借鉴的文献。例如,资源保存理论认为当个体失去特定的资源,工作要求无法充分满足,或是无法得到预期的回报时,个人就会产生工作倦怠。而销售人员不得不进行的情绪劳动就会使个体失去一定的珍贵资源。另外,在与顾客互动时,基于感知到的关于顾客和销售情景的信息,销售人员需要持续地调整自己的行为。在这种调整适应性的销售过程中,自然地涉及到监控自身行为。此外,在面对面或者声音对声音的互动中,销售人员表现出适宜的情绪是工作的需要,这又同时涉及到了销售人员的情绪劳动。自我监控与情绪劳动在概念上存在着紧密的联系。自我监控以多种不同的方式影响了情绪劳动过程,包括情绪劳动的变异性和平均水平。因此,销售人员的自我监控人格很可能通过情绪劳动间接地影响工作倦怠。
基于上述现实与研究背景,本研究尝试将情绪劳动理论与资源保存理论进行结合,考虑销售人员销售工作特点,融入人格、情绪等相关研究,构建销售人员自我监控人格对工作倦怠的影响模型。进而拓展研究情绪劳动对自我监控与工作倦怠关系的中介作用,尝试从自我监控和情绪劳动的角度解释销售人员工作倦怠的产生。在定性研究的基础上采用定量分析,将规范和实证两种途径结合起来。首先,在简介销售人员工作倦怠的研究背景后,通过文献回顾对有关概念进行说明,为确定本文研究范围和厘清研究对象打下坚实基础。进而,回顾销售人员工作倦怠、情绪劳动与自我监控的研究现状,并对工作倦怠的影响因素分别进行评述。最后,分类梳理情绪劳动这一变量与自我监控和工作倦怠关系的实证研究,指出现有研究的共性和薄弱点,以人格——情绪调节——资源消耗为研究主线,确定本文的理论基础和研究内容。本文以资源保存理论和自我监控理论为整个研究的理论支撑,以销售人员为研究对象,构建自我监控人格对工作倦怠影响的框架模型。
通过定性和定量相结合的研究方法,本文完成了以下研究内容。第一,揭示销售人员自我监控水平与工作倦怠的关系,填补自我监控的“销售角色”在工作倦怠研究中的空白。第二,研究情绪劳动在自我监控对工作倦怠发挥影响作用时的中介作用。虽然长期以来,销售人员的情绪管理被学者忽略,本研究试图揭示企业有必要理解和管理销售人员的情绪,通过监控工作中的情绪影响,管理策略能够促进和提高销售绩效。最后,本文进一步考察自我监控人格在情绪劳动对工作倦怠影响之间的调节作用。拓展自我监控的“销售角色”在工作场所中的运用。
本研究采用问卷调查方法收集数据。运用SPSS19.0和AMOS17.0两种分析软件对样本数据进行了探索性和验证性分析；结合文献综述,基于数据结果,总结归纳出研究结论。最后,根据研究结论,为企业提出如何缓解员工工作倦怠的系列对策建议。
研究表明,第一,自我监控显著影响销售人员工作倦怠和情绪劳动。具体结论为,销售人员自我监控水平分别对其玩世不恭维度有负向影响,对个人成就感有正向影响,对其表层表演水平有着正向影响。这说明,工作场所中,不同自我监控水平的销售人员工作中(包括与客户面对面的交流及售后的服务)会不同程度地运用情绪劳动来管理自我呈现,从而消耗不同水平的资源；工作和个体匹配的程度不同,又造成不同程度的情绪压力,同时又能得到不同的反馈,从而造成不同程度的工作倦怠。然而,本文提出的自我监控水平对情绪耗竭的正向影响没有得到支持。第二,验证了表层表演在个体人格和工作倦怠之间的中介作用。具体结论为,销售人员的表层表演对其工作倦怠的情绪耗竭、玩世不恭维度有显著正向影响,对个人成就感有负向影响。而虽然深层表演与其工作倦怠的三个维度(包括情绪耗竭、玩世不恭与成就感低落)都有显著负相关,但是由于本研究的数据并不支持自我监控对深层表演的正向影响关系,因此深层表演在自我监控人格与工作倦怠中不起中介作用。第三,证实了自我监控对表层表演与工作倦怠关系进行调节的假设。具体来说,缓解了表层表演的不良后果,销售人员自我监控水平越高,表层表演对工作倦怠的影响越小。这说明在进行情绪劳动时,自我监控会对个体情绪调节引起的后果产生影响。
概括来讲,本研究的贡献主要表现为以下几个方面。
第一,首次实证研究了销售人员自我监控人格对其工作倦怠的影响。之前对工作倦怠的研究究更多地将关注的重点放在了情景因素上,而少考虑人格因素,同时,更多关注一般性的工作压力源,而忽视了员工-顾客关系中的情绪压力源。销售人员长期高频率处于互动状态的工作特点决定了自我监控人格对其工作心理和工作行为的重要影响。自我监控涉及到监控社会情境和自身,会消耗自身的情感资源、认知资源,同时销售人员又会从这一行为中获得资源。本文利用结构方程模型验证了自我监控人格对工作倦怠各维度的直接影响,为二者关系的进一步研究提供了基础。剖析了在工作场所中销售人员的自我监控人格如何影响其工作倦怠。
第二,首次探索销售人员自我监控对其工作倦怠各个维度的影响机制,研究发现,自我监控人格对工作倦怠不仅有直接效应,还通过情绪劳动对工作倦怠有间接影响。将情绪劳动理论引入自我监控人格与工作倦怠的研究中,构建了自我监控人格影响工作倦怠的理论模型,为全面了解工作场所中销售人员工作倦怠的影响机制提供了另一个崭新的视角。此外,分析了自我监控人格对情绪劳动与工作倦怠关系的调节作用,拓展了自我监控理论的应用范围。
第三,与其他研究不同的是,在证实高自我监控者在工作场所中有积极影响之外,本文发现,集体主义文化背景下,高水平的自我监控也存在消极影响。研究表明,高自我监控者会更多地进行表层表演,从而承担了这种行为的消极后果。与现有研究仅仅把工作倦怠视为一种情景产物不同,本研究认为,工作倦怠的研究也应考虑人格因素。本文从自我监控人格入手做了崭新的尝试。并且,这一崭新尝试为寻找人格到工作倦怠这一复杂路径中的情绪变量开拓了思路。
尽管在研究过程中遵循了科学的研究范式,但是,由于资源和能力的限制,使得本研究存在以下局限。首先,研究样本的选取方面。本研究的样本大部分为工作年限在3到10年这一相对年轻的群体,虽然他们是销售行业的主力军,但是随着员工职业生涯的延长,在研究中,年龄对工作心理会存在一定的影响,在后续的研究中可以选取更丰富的样本,以增加样本多样性。其次,本文主要在销售情景下对自我监控与工作倦怠的关系进行研究,而销售情景是一个丰富多变的情景,因此,在未来,将其他情景因素与个体因素相结合,挖掘影响自我监控与工作倦怠关系间的重要变量。
The economic construction of China had proud achievements, meanwhile the mental health problem of enterprise'employees in China is serious. Employees' psychological health problems have enjoyed a joint recognition from both researchers and practitioners as a social problem worthy of attention. The sales staff is a special group that has the pressure and hope of enterprise to bear. Salespersons have to face numerous refusal or embarrasses to succeed in work. In order to obtain the desired impression, salespersons must show the self-images that customer desired when planning impression management. Job burnout is an important factor that can influence physical and mental health, and job performance of salespersons. As a result, the salespersons'job burnout has become practical problem that needs researchers to be solved.
The importance of burnout as a social problem was identified by both practitioners and social commentators long before it became a focus of systematic study by researchers. Further job burnout was put forward in the research literature and has become a focus of lots of research. Burnout has been studied in many human services occupations such as nursing and teaching professions, however, the literature on salespersons' job burnout has been largely overlooked. Burnout was originally conceptualized as a situationally determined phenomenon, but evidence is growing that burnout can be linked to personality. Personality may thus predispose individuals toward ill health and burnout or act as a buffer against ill health and burnout. Later, the influence of big-five personality traits on burnout has been researched. However, the role of self-monitoring personality in job-burnout hasn't been explored, which is on behalf of individual interpersonal orientation, motive and strategy of impression management, and thus plays an important role in social interaction and formation of social relations.
Few empirical answers to the relation between self-monitoring and job-burnout can be found in the literature, but there seem to be considerable sources of answers to this subject. For example, COR theory argues that burnout may occur under one or more of three situations:when resources are threatened, actually lost or when there is a lack of resource gain following significant resource investment. Salesperson needs to adjust their behaviors during a customer interaction based on the perceived information regarding the customer and the selling situation, which naturally involves the self-monitoring behavior in the adaptive selling. In addition, salesperson needs to express organizationally desired emotions during interpersonal transactions, which involves emotional labor of salespersons. There is a close conceptual connection between emotional labor and self-monitoring.Self-monitoring was significantly associated with both the level and variability of emotional labor. Therefore, salespersons'self-monitoring personality is likely to affect job burnout through emotional labor indirectly.
Based on the background of reality and research, this study attempts to combine emotional labor theory with conservation of resource theory, while considering the characteristics of sales job, and integrated related research of personality and emotion, finally build the model of salespersons'self-monitoring personality affecting job burnout. Further, expand the mediating effect of emotional labor on relationship between self-monitoring and job burnout, and trying to explain job burnout of salespersons from the perspective of self-monitoring and emotional labor. The author combines theoretical research and empirical study. Firstly, references are reviewed to define the key terms, to confirm the research scope, to clear the analyzing subject etc. Furthermore, references of salespersons' self-monitoring, emotional labor and job-burnout are reviewed and comments on influencing factors of job-burnout are made separately. Finally, the related research of relationships between emotional labor and self-monitoring, job-burnout respectively is classified. Meanwhile, the author points out the existing commons and vulnerabilities. The theoretical basis and research content are determined through the research main line of personality-emotion regulation-resource consumption. Supported by the conservation of resource theory and self-monitoring theory, with salespersons as the research object, the author build the frame model of influence of self-monitoring for job-burnout.
Research content is achieved through combining qualitative and quantitative research methods. Firstly, the article reveals the effect mechanism of self-monitoring to job-burnout, and fill the gap that "sales" role of self-monitoring in the study of job burnout. Secondly, the article explored the whether emotional labor plays a mediating role in the relationship between self-monitoring and job burnout. Although the literature on salespersons' emotions has been largely overlooked, this study still tries to reveal that it's necessary to understand and manage salespeople's emotion for enterprise.Enterprise can promote and improve sales performance through using management strategy and monitoring the emotional impact of salespeople. Lastly, this article examine the moderating effect of self-monitoring personality in the influence of emotional labor on job burnout, which expand the application of self-monitoring's "sales role" in the workplace.
After proposing research hypothesis and model, two survey methods including interview and questionnaire are used to collect data. Then, SPSS19.0and AMOS17.0are crosswise used to implement the exploratory and confirmatory analysis, and research conclusion is formatted. Lastly, effective countermeasures and suggestions based on salespersons management theories are provided to companies.
Findings firstly suggest that self-monitoring significantly affect the salespersons'job burnout and emotional labor. Specifically, as the level of self-monitoring increases, the level of cynicism will decrease; the level of personal accomplishment and surface acting will increase, which shows that salespersons in different levels of self-monitoring will use emotional labor strategy differently to manage self-presentation, which consume different levels of resources in the workplace. The degree of the job-person fit of salespersons may lead to different degree of emotional stress, thus they can get different feedback, then resulting in different levels of job burnout. But the result reveals that self-monitoring was not positively associated with emotional exhaustion. Secondly, this article verifies the mediating effect of the surface acting on the relationship between individual personality and job burnout. Specifically, surface acting was positively associated with emotional exhaustion and cynicism, and negatively associated with personal accomplishment. Although deep acting was a significant predictor of the three dimensions of job burnout, self-monitoring was not a significant predictor of deep acting, therefore deep acting did not mediate the relationship between self-monitoring and job burnout. Thirdly, self-monitoring moderates the relationship between surface acting and job burnout in such a way that the relationships are weaker for high self-monitors than low self-monitors, which suggests that self-monitoring will affect the consequences arising from emotion regulation.
In summary, the main contributions of this study are as the following.
Firstly, it is the first time using empirical to research on the influence of self-monitoring for salespersons'job burnout. Previous research of burnout focused more on the situational factors, and less consider the personality factors, meanwhile pay more attention to the general work stressor, while ignoring the emotional stressor in the salesperson-customer relationship.Self-monitoring personality has relevance (i.e., validity) in predicting work-related outcomes. Self-monitors observe and control self-presentation and social situation, which consumes their emotional and cognitive resources or energy and at the same time gains resources. By using SEM, this article reveals that self-monitoring affects the three dimensions of job burnout directly, which provides a basis for the further study of the relationship between the two variables, and analyzed how the salespersons'self-monitoring personality affect the job burnout in the workplace.
Secondly, it is the first time to explore the influence mechanism of self-monitoring for salespersons' job burnout. The study found that self-monitoring personality affects job burnout not only directly, but also indirectly through emotional labor. Bring the emotional labor theory into the research of self-monitoring personality and job burnout, and build the theory model of how self-monitoring personality influence job burnout, which provides a new view for comprehensively understanding the influence mechanism of salespersons'job burnout in the workplace. In addition, this paper analyzed the moderating role of self-monitoring personality in the relationship between emotional labor and job burnout, which expanded the application scope of self-monitoring theory.
Thirdly, unlike other studies, confirmed the high self-monitoring has benefits in the workplace, while this paper found that high self-monitoring has negative impact under the background of collectivism culture. The author has shown that high self-monitoring would perform more surface acting, thus bear the negative consequences of it. Unlike existing research regarded job burnout as situational product, this study suggests that research on job burnout also should consider the personality factors. This article made a new attempt from the self-monitoring personality, which extend a new perspective for finding emotional variables for research on relationship between personalities and job burnout.
Although the scientific research paradigm is followed, however, due to the limitation of resources and abilities, the study has several limitations (as well as strengths) that should be acknowledged. First of all, this research mainly focuses on salespersons of fewer years of work experience that are relatively young. Although they are the main force of selling business, as salespersons'work life extends and the ages may affect the working mental state, in the subsequent study researchers can select more abundant sample to increase the diversity of targets. Secondly, this article mainly studied the relationship between self-monitoring and job burnout in the sale environment, while the sales environment is complex and changeful, therefore, future research should examine other important variables that may affect relationship between self-monitoring and job burnout through combining other situational factors with individual factors.
在被系统地进行研究之前,倦怠作为一个重要的社会问题就已经受到了实践者和社会评论者的关注,之后进一步地在研究文献中被提出,得到了大量的研究关注。倦怠在很多以客户为中心的工作职位中得到了研究,如护理行业和教师行业,但是在与销售人员有关的文献中,倦怠的相关研究却比较少。倦怠最初被概念化为一个由情境决定的现象,但是越来越多的证据表明,倦怠与人格有着重要的联系。具有某些人格特质很可能使个体倾向于不健康和倦怠或者能够作为防止不健康和倦怠的缓冲器。之后,如热门的大五人格等人格特质对倦怠的影响得到了研究。虽然多个人格特质对工作倦怠的影响已有研究,但是对代表个体的人际交往导向、印象管理动机和策略,并因此在社会互动的进行和社会关系的形成中发挥着重要作用的自我监控人格,其与工作倦怠的关系却没有得到研究。
虽然没有实证的文献对自我监控与倦怠之间的关系进行直接的研究,但仍有一些可供借鉴的文献。例如,资源保存理论认为当个体失去特定的资源,工作要求无法充分满足,或是无法得到预期的回报时,个人就会产生工作倦怠。而销售人员不得不进行的情绪劳动就会使个体失去一定的珍贵资源。另外,在与顾客互动时,基于感知到的关于顾客和销售情景的信息,销售人员需要持续地调整自己的行为。在这种调整适应性的销售过程中,自然地涉及到监控自身行为。此外,在面对面或者声音对声音的互动中,销售人员表现出适宜的情绪是工作的需要,这又同时涉及到了销售人员的情绪劳动。自我监控与情绪劳动在概念上存在着紧密的联系。自我监控以多种不同的方式影响了情绪劳动过程,包括情绪劳动的变异性和平均水平。因此,销售人员的自我监控人格很可能通过情绪劳动间接地影响工作倦怠。
基于上述现实与研究背景,本研究尝试将情绪劳动理论与资源保存理论进行结合,考虑销售人员销售工作特点,融入人格、情绪等相关研究,构建销售人员自我监控人格对工作倦怠的影响模型。进而拓展研究情绪劳动对自我监控与工作倦怠关系的中介作用,尝试从自我监控和情绪劳动的角度解释销售人员工作倦怠的产生。在定性研究的基础上采用定量分析,将规范和实证两种途径结合起来。首先,在简介销售人员工作倦怠的研究背景后,通过文献回顾对有关概念进行说明,为确定本文研究范围和厘清研究对象打下坚实基础。进而,回顾销售人员工作倦怠、情绪劳动与自我监控的研究现状,并对工作倦怠的影响因素分别进行评述。最后,分类梳理情绪劳动这一变量与自我监控和工作倦怠关系的实证研究,指出现有研究的共性和薄弱点,以人格——情绪调节——资源消耗为研究主线,确定本文的理论基础和研究内容。本文以资源保存理论和自我监控理论为整个研究的理论支撑,以销售人员为研究对象,构建自我监控人格对工作倦怠影响的框架模型。
通过定性和定量相结合的研究方法,本文完成了以下研究内容。第一,揭示销售人员自我监控水平与工作倦怠的关系,填补自我监控的“销售角色”在工作倦怠研究中的空白。第二,研究情绪劳动在自我监控对工作倦怠发挥影响作用时的中介作用。虽然长期以来,销售人员的情绪管理被学者忽略,本研究试图揭示企业有必要理解和管理销售人员的情绪,通过监控工作中的情绪影响,管理策略能够促进和提高销售绩效。最后,本文进一步考察自我监控人格在情绪劳动对工作倦怠影响之间的调节作用。拓展自我监控的“销售角色”在工作场所中的运用。
本研究采用问卷调查方法收集数据。运用SPSS19.0和AMOS17.0两种分析软件对样本数据进行了探索性和验证性分析；结合文献综述,基于数据结果,总结归纳出研究结论。最后,根据研究结论,为企业提出如何缓解员工工作倦怠的系列对策建议。
研究表明,第一,自我监控显著影响销售人员工作倦怠和情绪劳动。具体结论为,销售人员自我监控水平分别对其玩世不恭维度有负向影响,对个人成就感有正向影响,对其表层表演水平有着正向影响。这说明,工作场所中,不同自我监控水平的销售人员工作中(包括与客户面对面的交流及售后的服务)会不同程度地运用情绪劳动来管理自我呈现,从而消耗不同水平的资源；工作和个体匹配的程度不同,又造成不同程度的情绪压力,同时又能得到不同的反馈,从而造成不同程度的工作倦怠。然而,本文提出的自我监控水平对情绪耗竭的正向影响没有得到支持。第二,验证了表层表演在个体人格和工作倦怠之间的中介作用。具体结论为,销售人员的表层表演对其工作倦怠的情绪耗竭、玩世不恭维度有显著正向影响,对个人成就感有负向影响。而虽然深层表演与其工作倦怠的三个维度(包括情绪耗竭、玩世不恭与成就感低落)都有显著负相关,但是由于本研究的数据并不支持自我监控对深层表演的正向影响关系,因此深层表演在自我监控人格与工作倦怠中不起中介作用。第三,证实了自我监控对表层表演与工作倦怠关系进行调节的假设。具体来说,缓解了表层表演的不良后果,销售人员自我监控水平越高,表层表演对工作倦怠的影响越小。这说明在进行情绪劳动时,自我监控会对个体情绪调节引起的后果产生影响。
概括来讲,本研究的贡献主要表现为以下几个方面。
第一,首次实证研究了销售人员自我监控人格对其工作倦怠的影响。之前对工作倦怠的研究究更多地将关注的重点放在了情景因素上,而少考虑人格因素,同时,更多关注一般性的工作压力源,而忽视了员工-顾客关系中的情绪压力源。销售人员长期高频率处于互动状态的工作特点决定了自我监控人格对其工作心理和工作行为的重要影响。自我监控涉及到监控社会情境和自身,会消耗自身的情感资源、认知资源,同时销售人员又会从这一行为中获得资源。本文利用结构方程模型验证了自我监控人格对工作倦怠各维度的直接影响,为二者关系的进一步研究提供了基础。剖析了在工作场所中销售人员的自我监控人格如何影响其工作倦怠。
第二,首次探索销售人员自我监控对其工作倦怠各个维度的影响机制,研究发现,自我监控人格对工作倦怠不仅有直接效应,还通过情绪劳动对工作倦怠有间接影响。将情绪劳动理论引入自我监控人格与工作倦怠的研究中,构建了自我监控人格影响工作倦怠的理论模型,为全面了解工作场所中销售人员工作倦怠的影响机制提供了另一个崭新的视角。此外,分析了自我监控人格对情绪劳动与工作倦怠关系的调节作用,拓展了自我监控理论的应用范围。
第三,与其他研究不同的是,在证实高自我监控者在工作场所中有积极影响之外,本文发现,集体主义文化背景下,高水平的自我监控也存在消极影响。研究表明,高自我监控者会更多地进行表层表演,从而承担了这种行为的消极后果。与现有研究仅仅把工作倦怠视为一种情景产物不同,本研究认为,工作倦怠的研究也应考虑人格因素。本文从自我监控人格入手做了崭新的尝试。并且,这一崭新尝试为寻找人格到工作倦怠这一复杂路径中的情绪变量开拓了思路。
尽管在研究过程中遵循了科学的研究范式,但是,由于资源和能力的限制,使得本研究存在以下局限。首先,研究样本的选取方面。本研究的样本大部分为工作年限在3到10年这一相对年轻的群体,虽然他们是销售行业的主力军,但是随着员工职业生涯的延长,在研究中,年龄对工作心理会存在一定的影响,在后续的研究中可以选取更丰富的样本,以增加样本多样性。其次,本文主要在销售情景下对自我监控与工作倦怠的关系进行研究,而销售情景是一个丰富多变的情景,因此,在未来,将其他情景因素与个体因素相结合,挖掘影响自我监控与工作倦怠关系间的重要变量。
The economic construction of China had proud achievements, meanwhile the mental health problem of enterprise'employees in China is serious. Employees' psychological health problems have enjoyed a joint recognition from both researchers and practitioners as a social problem worthy of attention. The sales staff is a special group that has the pressure and hope of enterprise to bear. Salespersons have to face numerous refusal or embarrasses to succeed in work. In order to obtain the desired impression, salespersons must show the self-images that customer desired when planning impression management. Job burnout is an important factor that can influence physical and mental health, and job performance of salespersons. As a result, the salespersons'job burnout has become practical problem that needs researchers to be solved.
The importance of burnout as a social problem was identified by both practitioners and social commentators long before it became a focus of systematic study by researchers. Further job burnout was put forward in the research literature and has become a focus of lots of research. Burnout has been studied in many human services occupations such as nursing and teaching professions, however, the literature on salespersons' job burnout has been largely overlooked. Burnout was originally conceptualized as a situationally determined phenomenon, but evidence is growing that burnout can be linked to personality. Personality may thus predispose individuals toward ill health and burnout or act as a buffer against ill health and burnout. Later, the influence of big-five personality traits on burnout has been researched. However, the role of self-monitoring personality in job-burnout hasn't been explored, which is on behalf of individual interpersonal orientation, motive and strategy of impression management, and thus plays an important role in social interaction and formation of social relations.
Few empirical answers to the relation between self-monitoring and job-burnout can be found in the literature, but there seem to be considerable sources of answers to this subject. For example, COR theory argues that burnout may occur under one or more of three situations:when resources are threatened, actually lost or when there is a lack of resource gain following significant resource investment. Salesperson needs to adjust their behaviors during a customer interaction based on the perceived information regarding the customer and the selling situation, which naturally involves the self-monitoring behavior in the adaptive selling. In addition, salesperson needs to express organizationally desired emotions during interpersonal transactions, which involves emotional labor of salespersons. There is a close conceptual connection between emotional labor and self-monitoring.Self-monitoring was significantly associated with both the level and variability of emotional labor. Therefore, salespersons'self-monitoring personality is likely to affect job burnout through emotional labor indirectly.
Based on the background of reality and research, this study attempts to combine emotional labor theory with conservation of resource theory, while considering the characteristics of sales job, and integrated related research of personality and emotion, finally build the model of salespersons'self-monitoring personality affecting job burnout. Further, expand the mediating effect of emotional labor on relationship between self-monitoring and job burnout, and trying to explain job burnout of salespersons from the perspective of self-monitoring and emotional labor. The author combines theoretical research and empirical study. Firstly, references are reviewed to define the key terms, to confirm the research scope, to clear the analyzing subject etc. Furthermore, references of salespersons' self-monitoring, emotional labor and job-burnout are reviewed and comments on influencing factors of job-burnout are made separately. Finally, the related research of relationships between emotional labor and self-monitoring, job-burnout respectively is classified. Meanwhile, the author points out the existing commons and vulnerabilities. The theoretical basis and research content are determined through the research main line of personality-emotion regulation-resource consumption. Supported by the conservation of resource theory and self-monitoring theory, with salespersons as the research object, the author build the frame model of influence of self-monitoring for job-burnout.
Research content is achieved through combining qualitative and quantitative research methods. Firstly, the article reveals the effect mechanism of self-monitoring to job-burnout, and fill the gap that "sales" role of self-monitoring in the study of job burnout. Secondly, the article explored the whether emotional labor plays a mediating role in the relationship between self-monitoring and job burnout. Although the literature on salespersons' emotions has been largely overlooked, this study still tries to reveal that it's necessary to understand and manage salespeople's emotion for enterprise.Enterprise can promote and improve sales performance through using management strategy and monitoring the emotional impact of salespeople. Lastly, this article examine the moderating effect of self-monitoring personality in the influence of emotional labor on job burnout, which expand the application of self-monitoring's "sales role" in the workplace.
After proposing research hypothesis and model, two survey methods including interview and questionnaire are used to collect data. Then, SPSS19.0and AMOS17.0are crosswise used to implement the exploratory and confirmatory analysis, and research conclusion is formatted. Lastly, effective countermeasures and suggestions based on salespersons management theories are provided to companies.
Findings firstly suggest that self-monitoring significantly affect the salespersons'job burnout and emotional labor. Specifically, as the level of self-monitoring increases, the level of cynicism will decrease; the level of personal accomplishment and surface acting will increase, which shows that salespersons in different levels of self-monitoring will use emotional labor strategy differently to manage self-presentation, which consume different levels of resources in the workplace. The degree of the job-person fit of salespersons may lead to different degree of emotional stress, thus they can get different feedback, then resulting in different levels of job burnout. But the result reveals that self-monitoring was not positively associated with emotional exhaustion. Secondly, this article verifies the mediating effect of the surface acting on the relationship between individual personality and job burnout. Specifically, surface acting was positively associated with emotional exhaustion and cynicism, and negatively associated with personal accomplishment. Although deep acting was a significant predictor of the three dimensions of job burnout, self-monitoring was not a significant predictor of deep acting, therefore deep acting did not mediate the relationship between self-monitoring and job burnout. Thirdly, self-monitoring moderates the relationship between surface acting and job burnout in such a way that the relationships are weaker for high self-monitors than low self-monitors, which suggests that self-monitoring will affect the consequences arising from emotion regulation.
In summary, the main contributions of this study are as the following.
Firstly, it is the first time using empirical to research on the influence of self-monitoring for salespersons'job burnout. Previous research of burnout focused more on the situational factors, and less consider the personality factors, meanwhile pay more attention to the general work stressor, while ignoring the emotional stressor in the salesperson-customer relationship.Self-monitoring personality has relevance (i.e., validity) in predicting work-related outcomes. Self-monitors observe and control self-presentation and social situation, which consumes their emotional and cognitive resources or energy and at the same time gains resources. By using SEM, this article reveals that self-monitoring affects the three dimensions of job burnout directly, which provides a basis for the further study of the relationship between the two variables, and analyzed how the salespersons'self-monitoring personality affect the job burnout in the workplace.
Secondly, it is the first time to explore the influence mechanism of self-monitoring for salespersons' job burnout. The study found that self-monitoring personality affects job burnout not only directly, but also indirectly through emotional labor. Bring the emotional labor theory into the research of self-monitoring personality and job burnout, and build the theory model of how self-monitoring personality influence job burnout, which provides a new view for comprehensively understanding the influence mechanism of salespersons'job burnout in the workplace. In addition, this paper analyzed the moderating role of self-monitoring personality in the relationship between emotional labor and job burnout, which expanded the application scope of self-monitoring theory.
Thirdly, unlike other studies, confirmed the high self-monitoring has benefits in the workplace, while this paper found that high self-monitoring has negative impact under the background of collectivism culture. The author has shown that high self-monitoring would perform more surface acting, thus bear the negative consequences of it. Unlike existing research regarded job burnout as situational product, this study suggests that research on job burnout also should consider the personality factors. This article made a new attempt from the self-monitoring personality, which extend a new perspective for finding emotional variables for research on relationship between personalities and job burnout.
Although the scientific research paradigm is followed, however, due to the limitation of resources and abilities, the study has several limitations (as well as strengths) that should be acknowledged. First of all, this research mainly focuses on salespersons of fewer years of work experience that are relatively young. Although they are the main force of selling business, as salespersons'work life extends and the ages may affect the working mental state, in the subsequent study researchers can select more abundant sample to increase the diversity of targets. Secondly, this article mainly studied the relationship between self-monitoring and job burnout in the sale environment, while the sales environment is complex and changeful, therefore, future research should examine other important variables that may affect relationship between self-monitoring and job burnout through combining other situational factors with individual factors.
引文
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