The existing research on service climate emphasizes its benefits for customers, employees and organizational outcomes. Service climate translates into organizational expectations from service employees to continuously show appropriate emotions when engaging with clients. However, these expectations may also take a toll on employees, who need to regulate their emotions using emotional labor strategies in order to conform to the organization’s expectations. Hence, the purpose of this paper is to examine the relationship between the service climate and employees’ use of emotional labor strategies, and investigate how service employees’ service knowledge, skills, abilities and other attributes (KSAOs) affect this relationship.,In two separate studies, one with a sample including 100 nurses working in 15 wards, and the other comprised of 244 luxury hotel chain employees working in 39 departments, participants were surveyed about their perceptions of the service climate and their use of emotional labor strategies. In addition, each participant’s direct manager assessed his/her service KSAOs.,Results demonstrated a positive association between the service climate and the use of surface emotional labor strategies for employees who had limited service KSAOs.,Organizations may choose to hire service employees based on their service-related KSAOs and develop training and development programs for those who have fewer capabilities in these areas. In addition, organizations may want to rethink the traditional climate-induced emotional display rules and emphasize instead more authentic service encounters in order to lessen the toll that service climate takes on certain employees.,While service climate depicts the core values and beliefs of the organization about service, and helps employees to translate them into behaviors that promote high service performance, the current paper points to a potential toll it may have on employees well-being due to their use of surface emotional labor strategies.

中文翻译：

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员工服务环境的代价：情感劳动的观点

现有的关于服务环境的研究强调了它对客户，员工和组织成果的好处。服务氛围转化为服务员工对组织的期望，以便在与客户互动时不断表现出适当的情绪。但是，这些期望也会给员工造成伤害，他们需要使用情绪化的劳动策略来调节自己的情绪，以符合组织的期望。因此，本文的目的是研究服务气氛与员工使用情感劳动策略之间的关系，并研究服务员工的服务知识，技能，能力和其他属性（KSAO）如何影响这种关系。单独的研究，其中一个样本包括在15个病房工作的100名护士，另一位包括244个豪华酒店连锁雇员，分别在39个部门工作，对参与者进行了调查，了解他们对服务环境的看法以及对情感劳动策略的使用。此外，每个参与者的直接经理都对其服务KSAO进行了评估。结果表明，服务氛围与服务受限的KSAO员工使用表面情感劳动策略之间存在正相关。组织可以根据以下情况选择聘用服务员工：他们与服务相关的KSAO，并为那些在这些领域能力较弱的人制定培训和发展计划。此外，