摘要
近年来,随着我国市场经济的不断深化,一线服务型员工面对着更大的市场冲击和组织压力,消费者需求也更加复杂多变,员工表现的情绪状态将直接影响工作状态与工作质量。为探讨情绪宣泄、情绪工作(表面作用及内涵作用)与员工积极情感交互之间的关系,本研究以江西、浙江、广东130家汽车销售企业的421名销售人员为研究对象,采用问卷调查法展开研究。研究结果表明:情绪宣泄对员工积极情感交互具有积极的影响,而表面作用与内涵作用在二者间承担中介作用。根据研究结果,建议相关企业在一线服务工作人员的管理上应针对其产品特征与销售人员特质加以优化,以应对激烈的市场竞争。
In recent years,with the continuous deepening of market economy in China,front-line service employees face greater market shocks and organizational pressures,and the consumer demand is more complex and changeable.The emotional state will directly affect their work status and quality.To explore the relationship in emotional catharsis,emotional work(surface effect and connotation effect)and employees'positive emotional interaction,this paper studies 421 sales personnel of 130 automobile sales companies in Jiangxi,Zhejiang and Guangdong by the questionnaire survey.The results show that emotional catharsis has a positive effect on employees'positive emotional interaction,while surface effect and connotative effect play an intermediary role between them.Therefore,it is recommended that related companies optimize the management of front-line service employees based on their product characteristics and salesperson traits to cope with the high competitive pressure.
出处
《企业经济》
北大核心
2020年第12期114-120,共7页
Enterprise Economy
基金
中国教育后勤协会专项课题“基于大数据技术的高校后勤疫情防控管理体系与实施方案研究”(项目编号:ZXYBKT202050)。
关键词
情绪宣泄
情绪工作
员工积极情感交互
emotional catharsis
emotional work
employee positive emotional interaction
