工作场所友网络的中心作用对深度行动的影响
1Jay S. Sidhu School of Business and Leadership, Wilkes University, Wilkes-Barre, PA, United States.
Frontiers in psychology
|June 26, 2023
概括
工作场所的友通过提供心理资源来促进员工的深度行动. 在友网络中的中心地位增强了积极的影响和自我认知,这对于服务角色中的情感劳动至关重要.
科学领域:
- 组织行为 组织行为
- 社会心理学 社会心理学
- 服务管理服务管理.
背景情况:
- 情感劳动在服务业中至关重要.
- 了解深度行动的先例对于员工福祉和客户服务质量至关重要.
- 现有的研究尚未充分探索影响深度作用的结构因素.
研究的目的:
- 调查工作场所友网络在促进服务员工深度行动中的中心作用.
- 检查心理资源 (积极影响,自我感知) 在这种关系中的调解效应.
- 建立网络中心性,心理资源和深度行动之间的因果关系.
主要方法:
- 综合社会网络理论和资源保护理论.
- 进行了三项研究:一项调查 (N=105) 和两个实验研究 (N=151,N=140).
- 利用来自韩国银行公司的调查数据和实验操纵来测试因果假说.
主要成果:
- 工作场所友网络的中心性积极影响深度行动.
- 心理资源 (积极影响,自我感知) 调解了网络中心性和深度行为之间的关系.
- 友网络的中心性因果地增加了对深层次行动的意图,并直接影响了积极的情感和自我认知.
结论:
- 社交网络结构,特别是友的中心性,是情感劳动策略的关键先例,如深度表演.
- 组织应该培养员工可以建立和保持工作场所友的环境.
- 投资于社会联系可以增强心理资源,从而提高服务绩效和员工幸福感.
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