顾客不公平与员工情感性劳动关系研究——换位思考能力和负面情感的作用

摘要

An empirical study was conducted in 2 high-start hotels, investigating the effects of customer injustice on employees' emotional labor and the moderating role of perspective taking. The results of data analysis indicated that customer injustice was positively related with surface acting,while negatively related with deep acting. Negative affectivities partially mediated the impact of customer injustice on deep acting. Furthermore, perspective taking moderated the effects of customer injustice on employees' emotional labor. Employees with higher perspective taking ability suffered less influence from customer injustice.%对2家高星级酒店的一线服务人员进行了调研,探讨员工感知的顾客不公平对其情感性劳动行为的影响.数据分析结果表明,员工感知的顾客不公平对其表面表演行为有显著的正向影响,而对深层表演行为有显著的负向影响;负面情感会对顾客不公平与员工深层表演行为的关系有部分中介作用,而员工的换位思考能力则会调节员工感知的顾客不公平对负面情感的影响强度;员工的换位思考能力越强,顾客不公平行为对员工负面情感的影响力度越小.