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首页> 美国卫生研究院文献>other >The Effect of Emotional Labor of College Administrative Service Workers on Job Attitudes: Mediating Effect of Emotional Labor on Trust and Organizational Commitment
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The Effect of Emotional Labor of College Administrative Service Workers on Job Attitudes: Mediating Effect of Emotional Labor on Trust and Organizational Commitment

机译：高校行政服务人员情感劳动对工作态度的影响：情感劳动对信任和组织承诺的中介作用

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摘要

Service providers working for a service organization are asked to express such positive emotions as joy, pleasure, and politeness required at the organizational level rather than their natural emotions they are experiencing at the moment. They cannot express their emotion they are actually going through and accordingly, their level of emotional labor and emotional dissonance influence on their job commitment and trust toward their organization. This study thus set out to investigate the effects of leading variables of emotional labor on the level of emotional labor and the impact of emotional labor on organizational trust and organizational commitment with a subject group of college administrative staffs. Three underlying factors such as job stress, intimacy, and professionalism were identified as the determinants of emotional labor. Based on the conceptual background and our research questions, five research hypotheses and the proposed research model regarding the effects of emotional labor on organizational commitment and trust were developed. We also tried to include the moderating effects of work environment and gender of service providers on the research model. Given those findings, this study offers theoretical implication that confirms the negative results of emotional labor. Unlike many different studies on emotional labor from the traditional perspective of service, this study offers a practical implication by expanding and applying it to the field of college administrative service, which is an area where service providers are in the different working environment from the traditional company work environment. Finally, the managerial implications and the limitations of the study were also discussed.
机译：要求为服务组织工作的服务提供者表达组织级别所需的积极情感，如喜悦，愉悦和礼貌，而不是表达他们目前正在经历的自然情感。他们无法表达自己实际上正在经历的情感，因此，他们的情感劳动水平和情感不和谐程度会影响他们对工作的承诺和对组织的信任。因此，本研究旨在以大学行政人员为研究对象，调查情绪劳动的主导变量对情绪​​劳动水平的影响以及情绪劳动对组织信任和组织承诺的影响。工作压力，亲密感和专业性等三个基本因素被确定为情感劳动的决定因素。基于概念背景和我们的研究问题，针对情绪劳动对组织承诺和信任的影响，提出了五个研究假设和拟议的研究模型。我们还试图将工作环境和服务提供商性别的调节效应纳入研究模型。鉴于这些发现，本研究提供了理论上的涵义，证实了情感劳动的负面结果。与从传统服务的角度对情感劳动进行的许多不同研究不同，本研究通过将其扩展并应用到大学行政服务领域提供了实际的含义，在该领域中，服务提供者处于与传统公司不同的工作环境中工作环境。最后，还讨论了管理意义和研究的局限性。

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