工作和家庭中员工的情绪劳动及其影响机制研究——基于不同互动情境的理论拓展和实证检验

Employees need to perform emotional labor not only when interacting with customers outside the organization, but also within organizations and in their homes, which influences employee work and family outcomes. However, there is still a lack of research on emotional labor within the organization and family contexts. This research intends to integrate the theoretical perspective of the interactional psychology, and draw on theories and research on emotional labor, emotion regulation, and emotional contagion, to examine the emotional labor strategies employees deploy when they interact with people outside of the organization (i.e., customers, spouse) and those within the organization (i.e., supervisors, co-workers, and subordinates) via empirical research. This research investigates the mechanisms through which workgroup emotional climate affects employees’ emotion and emotional labor, as well as the mechanism through which employee emotional labor and the emotional interactions between employees and the interaction partners influences employees’ work and family outcomes, including employee work performance, job satisfaction, deviant workplace behavior, and spouse’s family satisfaction, employee family performance and family undermining. We also examine the effect of emotional labor at work on emotional labor at home, and how this further influences family outcomes. Moreover, we compare the differences in the emotional labor strategies used and emotional venting behaviors and their respective antecedents and outcomes in different interaction contexts. We also investigate the moderating roles of interaction frequency, emotional intelligence of the employee and the interaction partners, and employee work-home segmentation preference.

员工在工作和家庭中都需要进行情绪劳动，并会对员工的工作和家庭产生影响，但学术界对于组织内部和家庭中员工情绪劳动的关注严重不足。本研究拟整合互动心理学的理论建构模式，主要立足于情绪劳动、情绪调节和情绪感染理论，采用实证研究，考察员工与组织外对象（顾客和配偶）及组织内对象（领导、同事和下属）的情绪劳动策略；进一步研究团队情绪氛围对于员工情绪及情绪劳动的影响机制和后果；比较在不同的互动情境中，员工的情绪劳动和情绪失范及其前因后果的差异；考察员工的情绪劳动及与不同互动对象之间的情绪互动对互动双方的关系质量以及员工的工作绩效、工作满意度和工作场所的越轨行为及其家庭结果变量的影响机制；探索员工在工作中的情绪劳动对家庭中的情绪劳动及家庭互动质量、员工的家庭绩效和家庭破坏及其配偶的家庭满意度的影响机制；我们还将在上述过程中考察双方的互动频率、员工及互动对象的情绪智力、员工的工作——家庭分离倾向的调节作用。

员工在工作和家庭中都需要进行情绪劳动，并会对员工的工作和家庭产生影响，但学术界对于组织内部和家庭中员工情绪劳动，以及工作中的情绪劳动如何影响家庭中的情绪劳动的关注严重不足。本项目首先通过一系列的质化研究，扎根探索了员工在工作和家庭中的情绪劳动的策略，比较在不同的互动情境中，员工的情绪劳动及其前因后果变量的差异；进一步开发完善了团队情绪氛围量表，基于情绪劳动和情绪感染理论，考察了团队情绪氛围对员工情绪与情绪劳动的影响机制和后果；整合互动心理学的理论建构模式，主要立足于情绪劳动、情绪调节和情绪感染理论，采用追踪研究、经验取样法，打破单一研究员工如何影响顾客情绪，将服务前的顾客情绪对服务过程的影响纳入整体研究框架中，基于服务员工和顾客的配对追踪数据，深入考察了服务情境中员工的情绪劳动及其服务员工与顾客的情绪互动机制；基于工作家庭丰富的理论和工作家庭资源模型等，探索了员工工作中的情绪劳动对家庭中的情绪劳动及家庭结果变量（家庭互动质量、家庭破坏、员工和配偶的家庭满意度和工作家庭平衡等）的影响机制；最后，本项目在上述过程中考察了一些边界条件，例如员工的内部动机、工作家庭积极溢出、传统性、情绪智力、基于组织的自尊等的调节作用。本项目推进了团队情绪氛围的理论和研究，丰富了在团队中的情绪劳动的研究，拓展了情绪劳动的研究领域从工作到家庭，深化了关于员工与顾客情绪互动机制的研究，进一步拓展和完善了情绪感染、情绪劳动和情绪调节以及工作家庭丰富等理论，为开拓我国本土的情绪理论积累了证据。