| 医务人员情感性劳动行为的前因后果 |
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| 引用本文： | 汪纯孝,刘义趁,张秀娟.医务人员情感性劳动行为的前因后果[J].中山大学学报(社会科学版),2007,47(2):111-115. |
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| 作者姓名： | 汪纯孝 刘义趁 张秀娟 |
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| 作者单位： | 中山大学管理学院 广东广州510275 |
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| 基金项目： | 国家自然科学基金;广东省自然科学基金 |
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| 摘 要： | 作者在11家医院进行了调研,探讨医务人员情感性劳动行为的前因后果。数据分析结果表明,组织的支持、服务氛围既会直接影响医务人员的情感性劳动行为,又会通过医务人员的自主决策权和服务导向意识间接地影响他们的情感性劳动行为。表面表演会加重医务人员的情感疲惫,降低病人感知的服务质量。深层表演会提高病人感知的服务质量。
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| 关 键 词： | 情感性劳动 服务氛围 交往公平性 服务导向意识 自主决策权 医院服务质量管理 |
| 文章编号： | 1000-9639(2007)02-0111-05 |
| 修稿时间： | 2006年10月23 |
Causes and Effects of Medical Workers' Emotional Labor |
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| WANG Chun-xiao,LIU Yi-chen,ZHANG Xiu-juan.Causes and Effects of Medical Workers'''' Emotional Labor[J].Journal of Sun Yatsen University(Social Science Edition),2007,47(2):111-115. |
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| Authors: | WANG Chun-xiao LIU Yi-chen ZHANG Xiu-juan |
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| Abstract: | An empirical study was conducted in 11 hospitals in Guangzhou and Foshan, investigating the causes and effects of medical workers' emotional labor. The data analysis indicates that, employees' perceptions of organizational support and service atmosphere will directly influence employees' emotional labor, and employees' self-decision and service orientation will mediate the relationship between their perceptions and emotional labor. Surface performance is positively related to employees' emotional exhaustion, but negatively related to customers' perception of service quality. Deep performance is positively related to customers ' perception of service quality. |
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| Keywords: | emotional labor service atmosphere interactive justice |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
