ABSTRACT

The present study examines how three emotional labour strategies (hiding feelings, faking emotions, and deep acting) combine within different profiles of workers among two samples characterised by different types and intensity of customer contact. In addition, this research investigates the role of perceived workload as well as perceived organisational support, supervisor support, and colleagues support in the prediction of profile membership. Finally, this research also documents the relation between emotional labour profiles and adaptive and maladaptive work outcomes (job satisfaction, work performance, emotional exhaustion, sleeping problems, psychological detachment, and counterproductive work behaviours). Latent profile analysis revealed three similar emotional labour profiles in both samples. Results also showed the most desirable levels on all outcomes to be associated with Profile 3 (Low Emotional Labor/Low Surface Acting and Moderate Deep Acting), followed by Profile 2 (Moderate Emotional Labor/Moderate Surface Acting and High Deep Acting) and Profile 1 (High Emotional Labor), with most comparisons being statistically significant in both samples. In contrast, a more diversified pattern of findings was observed in the prediction of profile membership. For instance, perceived colleagues support did not predict membership into any of the profiles, while supervisor support predicted an increased likelihood of membership into Profile 3 relative to Profiles 1 and 2.

摘要

本研究研究了在以不同类型和不同程度的客户联系为特征的两个样本中，三种情绪劳动策略（隐藏情绪，伪造情绪和深层行为）如何在不同的工人档案中组合。此外，本研究调查了预期的工作量以及预期的组织支持，主管支持和同事支持在个人资料成员身份预测中的作用。最后，这项研究还记录了情绪劳动概况与适应性和适应不良的工作成果（工作满意度，工作绩效，情绪疲惫，睡眠问题，心理超脱和适得其反的工作行为）之间的关系。潜在特征分析显示两个样本中的三个相似的情绪劳动特征。结果还显示，在所有结果中，最理想的水平与配置文件3（低情绪劳动/低表面作用和中等深度动作）相关，其次是配置文件2（中度情绪劳动/中等表面作用和高深度动作）和配置文件1 （高情绪劳动），大多数比较在两个样本中均具有统计学意义。相比之下，在预测个人资料成员身份时观察到的发现方式更加多样化。例如，知觉的同事支持并没有预测成员加入任何个人档案，而主管的支持则预测成员相对于个人档案1和2拥有个人档案3的可能性增加。其次是配置文件2（中等情绪劳动/中等表面作用和高深度动作）和配置文件1（高情绪劳动），大多数比较在两个样本中都具有统计学意义。相比之下，在预测个人资料成员身份时观察到的发现方式更加多样化。例如，知觉的同事支持并没有预测成员加入任何个人档案，而主管的支持则预测成员相对于个人档案1和2拥有个人档案3的可能性增加。其次是配置文件2（中等情绪劳动/中等表面作用和高深度动作）和配置文件1（高情绪劳动），大多数比较在两个样本中都具有统计学意义。相比之下，在预测个人资料成员身份时观察到的发现方式更加多样化。例如，知觉的同事支持并没有预测成员加入任何个人档案，而主管的支持则预测成员相对于个人档案1和2拥有个人档案3的可能性增加。