ABSTRACT

This study presents a framework for classifying service occupations based on the type of interaction between employees and customers to clarify the mixed relationships between emotion work and well-being. Drawing on the challenge-hindrance stressor literature, we propose that positive emotion requirements are a challenge stressor for almost all service providers, while negative emotion requirements and emotion-rule dissonance are only challenge stressors in certain service contexts. Data from 33 independent samples comprising 7,075 employees showed that all emotion work variables were positively related to emotional exhaustion. In line with expectations, only positive emotion requirements were consistently and positively linked to personal accomplishment. Service interaction type measured by expert ratings was used to test under what circumstances negative emotion requirements and emotion-rule dissonance are challenge stressors with positive consequences. Results revealed that negative emotion requirements were positively related to personal accomplishment when interactions were highly complex and employees were highly required to identify with customers. When interactions were standardized and of low complexity, when service providers were substitutable, and when there was no need to identify, there were negative relationships. For emotion-rule dissonance, positive relationships emerged when employees engaged in standardized interactions, were substitutable, but needed to identify with customers.

摘要

本研究提出了一个根据员工与客户之间的互动类型对服务职业进行分类的框架，以阐明情绪工作与幸福感之间的混合关系。借鉴挑战-阻碍压力源文献，我们提出积极的情绪要求是几乎所有服务提供者的挑战压力源，而消极的情绪要求和情绪规则失调只是某些服务环境中的挑战压力源。来自 7,075 名员工的 33 个独立样本的数据显示，所有情绪工作变量都与情绪衰竭呈正相关。与预期一致，只有积极的情绪要求才能始终如一地与个人成就呈正相关。通过专家评级测量的服务交互类型用于测试在什么情况下负面情绪要求和情绪规则失调是具有积极后果的挑战压力源。结果显示，当互动高度复杂且员工高度需要与客户认同时，负面情绪要求与个人成就呈正相关。当交互标准化且复杂性低时，当服务提供者可以替代时，当不需要识别时，就会出现负面关系。对于情绪规则失调，当员工参与标准化互动时，积极的关系就会出现，是可以替代的，但需要与客户认同。