【作者】 胡青；

【导师】 钟建安；

【作者基本信息】 浙江大学 ， 应用心理学， 2006， 硕士

【摘要】 情绪工作是目前组织行为学中的研究热点。本文主要探讨情绪工作对工作满意感的影响以及产生这种影响的内部机制。本研究采用多水平多来源问卷调查法，对服务行业250个“管理者——员工”对子进行研究，运用Amos、Multilevel Analysis等统计工具和方法进行数据分析，最后得到以下结论：(1)经过对情绪工作问卷的验证性分析得出：员工在情绪工作中所采取的情绪表达策略有三种，即表面表现、深层表现和自然表现。(2)上述三种情绪工作表达策略会对情感承诺和工作满意感有不同的影响。表面表现对员工的情感承诺和工作满意感有负向影响，深层表现对员工的情感承诺和工作满意感有正向影响，自然表现对员工的情感承诺和工作满意感有正向影响。(3)上级支持对情绪工作与情感承诺的关系有缓冲作用。上级支持程度低时，表面表现会对情感承诺产生的负向影响更大，上级支持程度高时，表面表现对情感承诺的负面影响会减少；上级支持程度低时，深层表现会对情感承诺产生的正向影响降低，上级支持程度高时，深层表现对情感承诺的正向影响会提高；上级支持程度低时，自然表现会对情感承诺产生的正向影响降低，上级支持程度高时，表面表现对情感承诺的负面影响会提高。(4)情感承诺对情绪工作和工作满意感的关系具有中介作用。表层表现通过情感承诺对工作满意感产生消极影响，深层表现通过情感承诺对工作满意感产生积极影响，自然表现通过情感承诺对工作满意感产生积极影响。更多还原

【Abstract】 Emotional labor has been becoming a more popular field for researchers of organizational behavior. The main point of this paper is to test the relationship between emotional labor and job satisfaction and explore the psychological mechanism that how emotional labor effect the job satisfaction. The data are collected using cross-sources questionnaire survey responses from 250 supervisor-subordinate dyads of service industries. At last, we use Amos and Multilevel analysis to analyze the data and get following conclusions:(1) Exploring emotional labor scale by factor analysis, we can get three dimensions of emotional labor strategies: surface acting, deep acting and the expression of naturally felt emotions.(2) Three emotional labor strategies have different effect on affective commitment and job satisfaction. Surface acting has significant negatively effect on affective commitment and job satisfaction; deep acting has significant positively effect on affective commitment and job satisfaction; the expression of naturally felt emotions has significant positively effect on affective commitment and job satisfaction.(3) The relationship between emotional labor and affective commitment is positively moderated by supervisory support. The negatively effect of surface acting on affective commitment is lower when supervisory support is high; the positively effect of deep acting on affective commitment is higher when supervisory support is high; the positively effect of the expression of naturally felt emotions on affective commitment is higher when supervisory support is high.(4) The effect of emotional labor on job satisfaction is mediated by affective commitment. When employees use surface acting, they will show low affective commitment and then lead to lower job satisfaction; when employees use deep acting, they will show high affective commitment and then lead to higher job satisfaction; when employees expressing of naturally felt emotions, they will show high affective commitment and then lead to higher job satisfaction.更多还原