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Socio-emotional and operational demands on service employees

机译：对服务员工的社会情感和运营需求

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摘要

Enacting appropriate behaviors often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing emotions to act in a socially appropriate manner constitutes a form of labor: emotional labor. If labor demands exceed the resources of the employee, burnout arises, with negative consequences for overall psychological well-being and job performance. Similarly, task related activities engender role stress, which can also lead to burnout. Both task related role demands and socio-emotional demands are likely to be omnipresent in interpersonal interactions in service settings. Accordingly, this study sets out to investigate the simultaneous impact of these job demands on burnout in front line service professionals. Based on survey data collected from allied health service workers, the study findings strongly suggest that both socio-emotional demands and task related role demands are significant determinants of workplace stress and that their simultaneous effects on employee burnout can be large.
机译：采取适当的行为通常需要服务员工抑制真实的情绪和/或表达其他真实或人为的情绪。管理情绪使其以适合社会的方式行事是一种劳动形式：情绪劳动。如果劳动力需求超出员工的资源，就会出现倦怠，对整体心理健康和工作绩效产生负面影响。同样，与任务相关的活动也会引起角色压力，这也可能导致职业倦怠。与任务相关的角色需求和社会情感需求都可能在服务设置中的人际交互中无所不在。因此，本研究着手调查这些工作需求对一线服务专业人员倦怠的同时影响。根据从专职医疗服务人员那里收集的调查数据，该研究结果强烈表明，社会情感需求和任务相关角色需求都是决定工作场所压力的重要因素，并且它们对员工倦怠的同时影响可能很大。

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  • 来源
    《Journal of Business Research》 |2014年第10期|2132-2138|共7页
  • 作者

    Ian Lings; Geoffrey Durden; Nick Lee; John W. Cadogan;

  • 作者单位

    QUT Business School, Queensland University of Technology, 2 George St, GPO 2434, Brisbane, Queensland 4001, Australia;

    La Trobe Business School, La Trobe University, Melbourne, Victoria 3086, Australia;

    School of Business and Economics, Loughborough University, Loughborough LE11 3TU, United Kingdom;

    School of Business and Economics, Loughborough University, Loughborough LE11 3TU, United Kingdom,Lappeenranta University of Technology, Loughborough LE11 3TU, United Kingdom;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Role stressors; Emotional labor; Emotional exhaustion; Burnout; Survey; SEM;

    机译：角色压力源;情绪劳动;情绪疲惫;燃尽;调查;扫描电镜;

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