顾客不公平情境下的情绪工作评述——基于社会网络视角

服务具有决定未来产业模式的战略意义。在服务中,顾客不公平现象会导致员工的情绪工作,从而影响最终绩效。员工的行为是嵌套于真实运行的社会网络中的,从员工所拥有的社会网络特性和结构来分析对于其情绪工作的影响,更具有理论和实践价值。结合情绪工作的内在机理,从＂是否采用情绪工作＂、＂情绪工作的过程影响＂、＂情绪工作的负面影响的缓冲＂三个角度深入探讨了社会网络的影响方式和路径,并提出了研究展望。

Review of Emotional Work under Customer Injustice--from the Social Network Perspective

Service is strategically important for the future industrial pattern. Customer injustice is quite common in service which would influence the emotional work and affect the performance eventually. Employee’s behaviors exist in the real social network. The features and structure of the network will affect the emotional work. There lacks the studies in perspective of social network. This study reviews the literature, analyzes how the social network influences the process of the emotional work, and puts forward the research prospect.