情绪劳动中的表层与深层扮演对员工越轨行为的影响：基于组织支持感的调节作用

在日常交往或工作中，员工需根据规则调整情绪，表现出令组织满意的情绪状态。本文基于资源保存理论，探讨表层扮演、深层扮演对员工越轨行为的影响机制。研究发现：表层扮演、深层扮演会影响员工的越轨行为；情绪耗竭在表层扮演、深层扮演与员工越轨行为间具有中介作用；组织支持感对情绪耗竭与员工越轨行为间的关系具有调节效应。研究结论丰富情绪劳动的理论模型，企业可以采取相应的干预措施缓解员工由于表层扮演、深层扮演带来的情绪耗竭和员工越轨行为的问题。

關鍵字

表层扮演；深层扮演；情绪耗竭；组织支持感；员工越轨行为

並列摘要

In daily communication or work, employees need to adjust their emotions according to the rules and show the emotional state satisfying the organization. Based on the theory of resource conservation, this paper discusses the influence mechanism of surface acting and deep acting on employees' deviant behavior. The results show that surface acting and deep acting will affect employees' deviant behavior; Emotional exhaustion plays a mediating role between surface acting, deep acting and employees' deviant behavior. The perceived organizational support has a moderating effect on the relationship between emotional exhaustion and employees' deviant behavior. The research results enrich the theoretical model of emotional labor, and enterprises can take appropriate intervention measures to alleviate the emotional exhaustion and deviant behavior of employees caused by surface and deep acting.

並列關鍵字

Surface Acting ； Deep Acting ； Emotional Exhaustion ； Sense of Organizational Support ； Employee Misconduct

國際替代計量

情绪劳动中的表层与深层扮演对员工越轨行为的影响：基于组织支持感的调节作用

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