【经管大讲堂2021第013期】

作者:时间:2021-04-27浏览:214供图:审阅:来源:经济治理学院

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报告题目:负面情绪劳动:深层饰演是否有效 ?

报告所属学科:工商治理

报告人:翁清雄(中国科学技术大学)

报告时间:2021年4月29日 09:00

报告所在:经管学院702集会室

报告摘要:

Emotional labor involves the display of emotions by service representatives when dealing with customers. Researchers suggest that deep acting as opposed to surface acting is the preferred choice for regulating emotional labor. While there is some truth to this notion, at least in terms a tendency to suppress negative emotions to conform to what are seen to be society’s expectations, the question remains as to whether there might be situations in which display rules call for the suppression of positive emotions. In the present research, we used an experience-sampling technique to explore within-person interactions involving deep acting, positive and negative affective states, job satisfaction and work withdrawal. We also examined potential moderating effects of deep acting self-efficacy when the individual suppresses positive emotions in order to meet desired display expectations. In the study, 88 call center employees provided 837 responses to daily questionnaires over ten days. Using hierarchical linear modeling, we found that affective states and well-being worsened when employees engaged in deep acting. Results also revealed the buffering role of deep acting self-efficacy in that we found within-individual relationships were weaker for high deep acting self-efficacy levels. We conclude with discussion of the theoretical and practical implications of these findings.

报告人简介:

翁清雄,中国科学技术大学治理学院教授、博士生导师,国际金融研究院副院长,组织与人力资源治理研究所卖力人。翁清雄教授是国家自然科学基金优秀青年基金获得者,主要研究偏向为职业生涯治理、人才测评、情绪。

曾在比利时根特大学、澳大利亚昆士兰大学从事研究事情,在新加坡国立大学、美国明尼苏达大学会见交流。兼任治理学国际重要期刊Journal of Vocational Behavior副主编,Journal of Managerial Psychology、Journal of Career Development等期刊编委,安徽省立异与创业治理增进会副会长。曾在Journal of Organizational Behavior, Journal of Vocational Behavior、治理世界、治理科学学报等海内外期刊宣布论文70余篇。主持国家自然科学基金国际相助重点项目、国家自然科学基金面上项目、国际相助交流项目等国家级、省部级项目10余项。


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