| 服务业员工情绪失范行为的产生机制及影响因素分析 |
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| 引用本文： | 程红玲,陈维政.服务业员工情绪失范行为的产生机制及影响因素分析[J].四川大学学报(哲学社会科学版),2011(3):75-80. |
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| 作者姓名： | 程红玲 陈维政 |
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| 作者单位： | 四川大学工商管理学院,四川成都,610064 |
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| 基金项目： | 国家自然科学基金项目“基于员工对人力资源管理感知的工作场所偏离行为研究”(70972107) |
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| 摘 要： | 服务业员工的情绪失范行为会降低顾客满意度,进而影响服务质量和组织绩效,甚至危害到组织的形象和声誉。然而,目前情绪劳动领域的研究主要关注员工的情绪调节行为,忽视了对情绪失范行为的研究。因此,探讨情绪失范行为的产生机制和影响因素,并提出相应的干预措施来防止情绪失范行为产生,具有非常重要的理论价值和现实意义。
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| 关 键 词： | 情绪失范行为 计划行为理论 情绪劳动 |
On Prediction of and Intervention on Emotional Deviation of Service Employees |
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| CHENG Hongling,CHEN Weizheng.On Prediction of and Intervention on Emotional Deviation of Service Employees[J].Journal of Sichuan University(Social Science Edition),2011(3):75-80. |
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| Authors: | CHENG Hongling CHEN Weizheng |
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| Institution: | CHENG Hongling,CHEN Weizheng(Business School,Sichuan University,Chengdu,Sichuan 610064,China) |
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| Abstract: | Previous studies have testified that the emotional deviation of service employees is harmful to customer satisfaction,service quality,organizational performance,and even organizational reputation.However,recent researches have centered on emotional regulation and have overlooked emotional deviation and its negative consequences.Based on the theory of planned behavior,this article focuses on prediction of and intervention on emotional deviation,pointing out that the attitude to emotional deviation,perceived ... |
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| Keywords: | emotional deviation theory of planned behavior emotional labor |
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