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首页> 外文学位 >Smile, but don't wear yourself out doing so: Emotional labor, ego depletion, customer anger, and performance over time.
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Smile, but don't wear yourself out doing so: Emotional labor, ego depletion, customer anger, and performance over time.

机译：微笑，但不要疲于奔命：情绪上的工作，自我消耗，顾客的愤怒和随着时间的推移表现。

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摘要

The present study examined the motivational and performance consequences of emotional labor by having participants respond to multiple transactions in a simulated banking environment. Type of acting strategy (surface versus deep) and customer anger (high versus low) were manipulated to examine ego depletion and performance over time. Although prior research has examined these independent variables, no research has examined the relationships among the variables of interest over time. Study participants were randomly assigned to either one of four experimental groups (surface acting X angry customer, surface acting X non-angry customer, deep acting X angry customer, deep acting X non-angry customer) to interact with a customer to complete four simulated banking transactions, or to one of two offset control groups where they wrote about prior work experiences. After interacting with the customers or writing about an experience, participants completed both a self-report and handgrip squeeze measure of ego depletion. Results from the experimental groups revealed a significant three-way interaction between measurement occasion, acting method, and customer anger for the handgrip measure of ego depletion. Deep actors interacting with angry customers persisted in squeezing the handgrip over the course of the four measurement occasions. All other groups released the grip quicker with each occasion. The handgrip measure of ego depletion also significantly predicted transaction times. A discussion of the results as well as limitations and directions for future research are also presented.
机译：本研究通过让参与者在模拟银行环境中对多个交易做出响应，检验了情感劳动的动机和绩效后果。运用行为策略的类型（表面对深层）和顾客愤怒（高对低）来检查自我消耗和绩效。尽管先前的研究已经检查了这些自变量，但是没有研究检查了随时间变化的目标变量之间的关系。研究参与者被随机分配到四个实验组（表面作用X愤怒的顾客，表面作用X无生气的顾客，深度作用X生气的顾客，深度作用X无生气的顾客）之一，与顾客互动以完成四个模拟银行交易，或者写给两个抵消控制小组之一，他们在其中写过以前的工作经验。在与客户互动或撰写有关体验的文章后，参与者完成了自我报告和自我挤压的自我消耗量度。实验组的结果表明，在测量时间，行动方式和顾客对自我消耗的掌握程度的愤怒之间存在明显的三方面相互作用。在四个测量场合中，与愤怒的顾客互动的深层演员坚持紧握手柄​​。所有其他组每次都更快地释放抓地力。自我消耗的掌握措施也可以显着预测交易时间。还介绍了结果的讨论以及未来研究的局限性和方向。

著录项

  • 作者

    McKibben, Eric S.;

  • 作者单位

    Clemson University.;

  • 授予单位 Clemson University.;
  • 学科 Psychology Industrial.
  • 学位 M.S.
  • 年度 2008
  • 页码 125 p.
  • 总页数 125
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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