员工情绪劳动对服务创新的影响机制研究——基于服务业的证据

　　
刘小禹　王晓杰

（对外经济贸易大学国际商学院）

　　内容提要：本文基于资源保存理论探索服务员工情绪劳动对服务创新的影响机制。本文采用来自36个团队的259名服务员工样本数据进行实证检验，结果显示：员工深层扮演正向影响服务创新，情绪衰竭在表层扮演和深层扮演影响服务创新过程中均发挥了中介作用。此外，团队服务氛围增强了深层扮演与情绪衰竭的负向关系以及深层扮演通过情绪衰竭影响服务创新过程的间接关系。服务型组织有必要通过情绪管理培训、塑造积极的团队服务氛围等措施降低员工情绪衰竭，从而提高服务创新水平。

　　

　　关键词：情绪劳动；团队服务氛围；服务创新；情绪衰竭；资源保存理论

　　作者简介：刘小禹，对外经济贸易大学国际商学院教授、博士生导师，通讯作者，北京，100029；王晓杰，对外经济贸易大学国际商学院博士研究生。

　　

　　基金项目：国家自然科学基金面上项目“组织中数字技术使用与情绪的相互影响机制及结果研究”（72272035）；教育部人文社会科学研究规划基金项目“工作游戏化对零工工作者情绪及行为的影响机制研究”（22YJA630056）；北京市自然科学基金面上项目“基于情绪视角的人工智能组织社会化过程机制和结果研究”（9232018）；对外经济贸易大学杰出青年学者培育计划课题“变革时代组织中情绪管理的多层次研究”（19JQ03）

　　引用格式：刘小禹,王晓杰.员工情绪劳动对服务创新的影响机制研究——基于服务业的证据[J].经济与管理研究,2023,44(2):130-144.DOI:10.13502/j.cnki.issn1000-7636.2023.02.008.

　　

　　

Research on Influence Mechanism of Employees’ Emotional Labor on Service Innovation—Evidence from the Service Industry

LIU Xiaoyu, WANG Xiaojie

(University of International Business and Economics, Beijing 100029)

　　

　　Abstract: In the external environment of high uncertainty and complexity, how to enhance service innovation becomes a crucial issue. Frontline service employees are regarded as promoters and performers of service innovation, while there is less research on service innovation rather than product innovation. Although a few studies explored the relationship between emotional labor and service innovation, the influencing mechanism and the boundary conditions remain unclear. Drawing on the conservation of resources theory, this paper investigates the influence mechanism of employees’ emotional labor on service innovation through emotional exhaustion. Furthermore, it also examines the moderating role of team service climate in the process of emotional labor influencing service innovation. With a sample of 259 frontline service employees from 36 teams, the results show that employees’ deep acting is positively related to service innovation, and emotional exhaustion plays a mediating role in the relationship between surface/deep acting and service innovation. Moreover,team service climate significantly moderated the influence process of deep acting on service innovation. Specifically,team service climate strengthens the negative link between deep acting and emotional exhaustion, as well as the indirect relationship between deep acting and service innovation through emotional exhaustion. The theoretical contributions of this paper are as follows. Firstly, it reveals the influence mechanism of emotional labor on service innovation through emotional exhaustion based on the conservation of resources theory. Secondly, using team service climate as a source of compensatory resources for employees expands the research framework on the role of team service climate. It also enriches the boundary conditions of emotional labor influencing emotional exhaustion and service innovation. Thirdly, it compares the differences between surface acting and deep acting in influencing service innovation, providing empirical evidence for the controversies and disagreements in existing studies on the results of the role of emotional labor strategies. The findings may have practical implications for managing frontline service employees with emotional labor demands.Managers should encourage employees to engage in deep acting instead of surface acting, and enterprises should create a favorable team service climate to improve service innovation. Moreover, service organizations should reduce employees’ emotional exhaustion by providing emotional management training in the workplace.

　　

　　Keywords: emotional labor; team service climate; service innovation; emotional exhaustion; conservation of resources theory