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Effects of service employees' negative personality traits on emotional labour and job satisfaction: Evidence from two countries

机译：服务员工负面人格特质对情绪劳动和工作满意度的影响：来自两个国家的证据

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PurposeFrontline service employees' (FLEs) positive personality traits enhance service experiences, for both employee and customer outcomes. Yet, limited research addresses negative personality traits. Drawing on the emotion regulation framework, the purpose of this paper is to propose a conceptual model in which three negative personality traits - Machiavellianism, psychopathy and narcissism (the so-called dark triad (DT)) - represent antecedents, and FLE emotion regulation strategies (surface and deep acting) are mediators, all of which predict job satisfaction.Design/methodology/approachThe test of this model includes occupationally diverse samples of FLEs from an individualistic (the USA) and a collectivistic (Japan) country, to assess the potential moderating role of culture.FindingsThe findings suggest that Machiavellianism relates more positively to surface and deep acting in Japan, whereas psychopathy relates more negatively to surface acting than in the USA. Unexpectedly, narcissism exhibits mixed effects on surface and deep acting in both countries: It relates positively to surface acting in the USA but prompts a negative relationship in Japan. The positive narcissism-deep acting relationship is also stronger for Japanese than for US FLEs. These findings help specify the effects of negative personality traits on important employee outcomes.Originality/valueThis is the first study that relates service employees' DTs with emotional labor resulting in new avenues for further research. The findings are managerially relevant because they help specify the effects of negative personality traits on important employee outcomes.
机译：目的前列服务员工（FLES）积极的人格特质提升服务经验，适用于员工和客户成果。然而，有限的研究解决了负面的人格特质。绘制情绪调节框架，本文的目的是提出一个概念模型，其中三个负面人格特征 - 机械脑主义，精神病和自恋（所谓的黑暗三合会（DT）） - 代表前者，并增加情绪调节策略（表面和深度代理）是调解员，所有这些都预测工作满意度.Design/Methodology/Approach的测试包括来自个人主义（美国）和一个集体（日本）国家的职业多样化的杂志样本，以评估潜力培养的文化作用.Findingsthe调查结果表明，马德比亚主义涉及日本的表面和深度作用，而精神病涉及比美国的表面行为更负面。意外地，自恋器在两国的表面和深度作用上表现出混合影响：它与在美国的表面积极涉及，但在日本促使日本的负面关系。对于日本的积极自恋深度行为关系比美国弗莱斯更强大。这些发现有助于指定负面人格性状对重要员工成果的影响。更多的第一项研究是将服务员工DTS与情感劳动力相关的第一项研究，从而导致新的途径进行进一步研究。结果是管理有关的，因为它们有助于指定负面人格特质对重要员工结果的影响。

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