释放情感劳动:组织控制系统如何塑造一线服务员工的情感劳动

IF 3.9 3区 管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2024-09-06 DOI:10.1108/jstp-12-2023-0322
Won-Moo Hur, Hyewon Park, June-ho Chung
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引用次数: 0

摘要

目的 本研究探讨了组织控制系统如何诱发一线服务员工(FLEs)的情绪劳动。根据刺激-有机体-反应(S-O-R)理论,我们假设两种控制系统--基于结果的控制系统(OBCS)和基于行为的控制系统(BBCS)--会引发前线服务人员的工作投入而非组织非人化,从而导致他们选择深度行为而非表面行为作为情绪劳动策略。我们在时间 1(T1)测量了 OBCS、BBCS(刺激)和控制变量;在时间 2(T2)测量了工作投入度和组织非人化(组织);在时间 3(T3)测量了情绪劳动策略(反应)。共有 218 名员工完成了 T1、T2 和 T3 调查。BBCS 增加了组织的非人化程度,导致表面行为的增加。事后分析证实,OBCS 通过工作投入对深层行为的间接影响,以及 BBCS 通过组织非人化对表层行为的中介效应在统计学上是显著的。它通过研究组织控制系统对 FLEs 内部状态的影响,说明了组织如何诱导 FLEs 执行有效的情感策略。
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Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor

Purpose

This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy.

Design/methodology/approach

This study employed three-wave online surveys conducted 3–4 months apart to assess the time-lagged effects of S-O-R. We measured OBCS, BBCS (stimuli) and control variables at Time 1 (T1); work engagement and organizational dehumanization (organisms) at Time 2 (T2) and emotional labor strategies (responses) at Time 3 (T3). A total of 218 employees completed the T1, T2 and T3 surveys.

Findings

OBCS increased work engagement, leading to increased deep acting. BBCS enhanced organizational dehumanization, leading to increased surface acting. Post-hoc analysis confirmed that the indirect effect of OBCS on deep acting through work engagement and the mediation effect of BBCS on surface acting through organizational dehumanization were statistically significant.

Originality/value

This study collected three-wave data to reveal how organizational control systems affect FLEs’ emotional labor in the S-O-R framework. It illustrated how organizations induce FLEs to perform effective emotional strategies by investigating the effects of organizational control systems on their internal states.

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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
期刊最新文献
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior? Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor The edifying body: the role of embodied practices in the social production of servicescapes Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach
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