摘要：随着第三产业在产业结构中的比重越来越大，为争取长期竞争优势，服务业对“情绪劳动”的关注逐渐增加。本研究是在我国社会文化发展现状的背景下，采用问卷调查的实证研究方法进行的，对饭店一线员工的情绪劳动及其影响因素进行相关的调查，以了解他们的情绪劳动表达的现状，更希望能够引起企业管理者对员工情绪劳动的该有的重视，从而对饭店的人力资源管理部门提供一些实务操作上的建议。
本研究坚持理论研究与实证相结合的研究方法，首先对历年来饭店一线员工的情绪劳动及其影响因素进行相关文献资料的收集；然后通过问卷调查法和深入访谈法了解该酒店情绪劳动表达的现状，亦探究人力资源政策和薪酬满意度作为前因变量对表层扮演和深层扮演的影响，深层扮演和表层扮演对结果变量幸福感和离职倾向的影响；最后对其人力资源部门提出具有参考价值的建议。
研究结论得出：岗位规范与绩效评估、发展机会和前景、幸福感、离职倾向与表层扮演是相关的，而培训和学习机会、组织关心和支持、岗位规范与绩效评估、薪酬满意度与深层扮演是具有相关性的。
关键词：情绪劳动；表层扮演；深层扮演；人力资源管理
ABSTRACT：As the proportion of tertiary industry in the industrial structure became much larger, to gain sustained competitive advantage, service industry began to shift attention to the "emotional labor". This study is based on both conducting a survey on social culture and the reality of our country, adopting the questionnaire survey of empirical research methods, frontline staff's emotional labor and its influence factors in order to understand their emotions’ expression of the present situation.What’s more,this study will cause the attention of managers on employees' emotional labor,enable the hotel's human resources department to provide some suggestions on the practice.
This research combines theoretical research and empirical methods, firstly collecting related literature data about hotel frontline staff's emotional labor and its influence factors ; Secondly analyze the status of emotional labor through the questionnaire survey and in-depth interview , also explore human resource policy and pay satisfaction,using which as the dependent variable effects on surface acting and deep acting, surface acting and deep acting as well as the impact on outcome variables of happiness and turnover intention ; Finally give practical suggestions to the human resources department .
Research conclusion: post standard and performance evaluation, development opportunities and prospects, happiness, the turnover intention are associated with surface acting , otherwise training and learning opportunities, care and support, job specification and performance evaluation, salary satisfaction are relevant to deep acting .
Key words: emotional labor; surface acting ; deep acting; human resource management
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