员工情绪表现结构维度及对感知服务质量影响初探

根据文献总结,情绪劳动分为员工和消费者视角,对员工视角的情绪劳动已经有了相当丰富的研究,而对消费者视角情绪表现研究还处于起步阶段。文章通过日记观察法和问卷调查法来探讨:(1)情绪表现的结构;(2)情绪表现对感知服务质量的影响。在25篇观察日记和564份有效问卷的基础上,采用SPSS和SmartPLS进行数据处理。结果显示,情绪表现分为负向情绪表现,包括假装表情、冷漠表情、轻视表情;正向情绪表现包括持久表情、真诚表情和自然表情共六个维度;基于总体数据,负向表情对感知服务质量的负向作用不显著,正向表情对感知服务质量的正向作用显著;基于不同背景样本之间的路径作用存在差异,学生样本的显著路径远远多于在职样本,男性样本的显著路径多于女性样本,专科样本的显著路径远远多于本科和硕士样本,小于30岁样本的显著路径远远多于大于30岁样本。

From the Staff Perspective to the Consumer Perspective:Exploration of Emotional Expression Structure and Its Impact on Perceived Service Quality

According to the literature,it is concluded that that emotional labor could be divided into the staff perspective and the consumer perspective,and there have been a wide range of researches on staff perspective emotional labor,but the researches on consumer perspective’s emotional expression are still in the initial stage.The article mainly uses observation and survey method to explore:(1) the dimensionality of consumer perspective’s emotional expression;(2) influences that emotional labor on the perceived service quality.Based on 25 observation diaries and 564 valid questionnaires,and the use of SPSS and SmartPLS software to do data processing,the results show that the emotional expression consists of negative emotional expression(i.e.expression of pretending,expression of indifference and contempt expression) and positive expression(i.e.lasting expression,authentic and natural expression).Based on the overall data,the negative expression has negative impact on perception of service quality,but not significantly,and positive expression has significantly positive effect on perceived service quality.Based on the different background samples,the path models are different.Student samples have more significant paths than full time employee samples;male samples have more significant paths than women samples;Junior college student samples have much more significant paths than undergraduate and graduate samples;and below-30-year-old samples have much more significant paths than above-30-year-old samples.