【摘要】 作者在11家医院进行了调研,探讨医务人员情感性劳动行为的前因后果。数据分析结果表明,组织的支持、服务氛围既会直接影响医务人员的情感性劳动行为,又会通过医务人员的自主决策权和服务导向意识间接地影响他们的情感性劳动行为。表面表演会加重医务人员的情感疲惫,降低病人感知的服务质量。深层表演会提高病人感知的服务质量。更多还原

【Abstract】 An empirical study was conducted in 11 hospitals in Guangzhou and Foshan, investigating the causes and effects of medical workers’ emotional labor. The data analysis indicates that, employees’ perceptions of organizational support and service atmosphere will directly influence employees’ emotional labor, and employees’ self-decision and service orientation will mediate the relationship between their perceptions and emotional labor. Surface performance is positively related to employees’ emotional exhaustion, but negatively related to customers’ perception of service quality. Deep performance is positively related to customers ’ perception of service quality.更多还原