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首页> 外文期刊>Journal of occupational health psychology >Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation.
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Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation.

机译：显示规则与显示自主语：呼叫中心仿真中的情感调节，情感疲惫和任务性能。

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摘要

"Service with a smile" is satisfying for the customer, but such display rules may be costly to the employee and the organization. Most previous research on such costs has used self-reported and cross-sectional designs. The authors use an experimental approach to test tenets of resource depletion theories; specifically, whether the self-regulation of emotions required by display rules depletes energy and attentional resources during a service encounter. Using a call center simulation with three "customer" interactions, the authors found that participants given positive display rules (e.g., be enthusiastic and hide frustration) reported more postsimulation exhaustion and made more errors on the order form compared to those with display autonomy. Customer hostility during one of the calls also increased exhaustion overall and the number of errors during that specific call, though proposed interactions with display rules were not supported. Surface-level emotion regulation, but not deep-level, was the mechanism for the energy depletion effect of display rules, while display rules had a direct effect on performance decrements. Theoretical and practical implications for display rules as part of job requirements are discussed.
机译：“带着微笑的服务”是对客户的令人满意的，但这种显示规则可能对员工和组织具有昂贵的。最先前的这些成本的研究已经使用了自我报告和横截面设计。作者使用实验方法来测试资源耗尽理论的原则;具体而言，显示规则是否需要的情绪是在服务遭遇期间耗尽能量和注意力资源的自我调节。作者发现，使用具有三个“客户”互动的呼叫中心模拟，发现参与者给出了积极的显示规则（例如，热情和隐藏挫折）报告了更多的后显着耗尽，并与具有显示自主的人相比的订单形式产生更多错误。在其中一个呼叫期间的客户敌意也增加了整体耗尽，并且在该特定呼叫期间的错误数量不支持与显示规则的建议交互。表面级情绪调节，但不是深度水平，是显示规则能量消耗效果的机制，而展示规则对性能递减直接影响。讨论了作为作业要求的一部分的显示规则的理论和实际意义。

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