【作者】 杨帆；

【导师】 张学本；

【作者基本信息】 辽宁大学 ， 行政管理， 2017， 硕士

【副题名】以沈阳市S街道为例

【摘要】 显而易见的但未被发现的问题在社会生活中确实存在,但在理论和研究中缺乏足够的重视。公共服务中的情绪劳动问题正是如此。对于情绪劳动的研究,始于商业领域,直到近几年人们才注意到公共服务中的情绪劳动问题。长期以来,对于一些有形的、可评判的技能的重视使得情绪劳动很难被发现和重视,情绪劳动涉及的常常是超越平常认知、机械的技能,但却是完成工作所必需的。情绪劳动是一种可识别、可测量的工作技能。在当前政府部门及自治组织的人力资本管理中,情绪劳动属于缺失的环节,不管在工作岗位的职责描述中,还是人员招聘、绩效考核中,都未突出情绪劳动的地位。鉴于情绪劳动对于组织和员工都具有重要的影响,我们应该重视情绪劳动。关注员工的情绪劳动以及将情绪劳动作为人力资本管理的改进方向将是政府部门及自治组织发展的趋势。社区工作者是社区居民委员会中的工作人员,虽然社区居民委员会是居民的自治组织,不属于政府部门,但它承接了政府的部分公共服务职能。因此社区工作者也应属于公共服务中情绪劳动管理问题的研究对象。社区工作者每天面对性格迥异的的社区居民,投入了大量的情绪劳动,需要长时间对情绪劳动进行管理,属于高强度情绪劳动群体,因此将她们纳入情绪劳动管理的研究范围具有非常重要的现实意义。当前,社区工作者的情绪劳动投入与其所获得的报酬是完全不对等的。组织缺乏相应的情绪劳动管理规则,没有相应的识别情绪劳动的模型,没有为情绪劳动付酬,因此,组织弥补其在情绪劳动管理方面的缺失。本文首先介绍了关于情绪劳动的研究背景及研究意义,对国内外的相关研究进行综述,同时对相关研究方法进行罗列,并且提出了本文的研究创新点。在此基础上对公共服务等文中出现的相关概念进行概述,对盖伊的情绪劳动管理理论观点进行阐释。文中主要了介绍沈阳市S街道社区工作者情绪劳动管理现状及当前存在的问题,并且对沈阳市S街道社区工作者情绪劳动管理存在的问题进行原因分析,同时针对沈阳市S街道社区工作者情绪劳动管理存在的问题及产生的原因,提出了解决沈阳市S街道社区工作者情绪劳动管理问题的相关对策。更多还原

【Abstract】 It is obvious that were not found problems in daily life indeed exists but public pay no attention to them in the theoretical research.That’s the problems of emotional labor in public.When it comes to the study of emotional labor,began in the business,until recently year the public have noticed the emotional labor problems in public service.Since a long time,for tangible,testable skill value made the emotional labor "disappeared",emotional labor is often beyond the cognitive,physical,mechanical skills,but these factor s are necessary to complete the work.Emotional labor is a kind of working skills,it is measurable,identifiable and the implementation of emotional labor will produce costs and benefits.In the human capital management of the current government departments and autonomous organization,emotional labor belongs to the missing link,no matter in the description of job duties,or in the recruitment,performance appraisal,did not highlight the status of emotional labor.In view of the emotional labor makes an important influence on the organization and employees,so we should pay attention to emotional labor.To pay attention to employees’ emotional labor andthe trend of the development of the government departments and autonomous organization which based on treat emotional labor as human capital management improvement direction.Community workeris the staff in community residents committee,although community residents committee is residents autonomous organization,do not belong to the government,but it carries on the part of the government public service function.So the community workers also belong to object in the public service of emotional labor management problem.The community worker often face different kind of community residents every day,providing them with all kinds of public services,investing a lot of emotional labor,needing long time to manage the emotional labor,so they belongs to the high strength group,so it is very important they to bring them into the research of emotional labor management.At present,the community worker’s reward of emotional labor is not equal to the input.Because of lack of emotional labor management rules,there is no corresponding identification model of emotional labor,not pay for emotional labor,therefore,organizations should make up for the lack of emotional labor management.The article first introduced the research background and research significance about emotional labor.Introducing the research background and research significance of this article,and sum up the related research at home and abroad,at the same timelist the related research methods,and finally put forward the innovation of this article research point.For public services in this paper,we summarized the related concept,the Gayi’s theory of emotional labor management point of view.This paper mainly introduces the S street community workers emotional labor management present situation of Shenyang and the existing problems,and analyzes the causes of the problems existing in the emotional labor management of S street community workers in Shenyang,At the meanwhile,aiming at the problems and the causes of the emotional labor management of S street community workers in Shenyang,this paper puts forward some countermeasures to solve the problem of emotional labor management of S street community workers in Shenyang.更多还原