核心自我评估和个人适应工作对工作相关结果的影响
Zongguo Zhang1,2, Zhen Yan1
1Qingdao Vocational and Technical College of Hotel Management, Qingdao, China.
Frontiers in psychology
|March 7, 2024
概括
核心自我评价和个人适合工作减少了情绪疲劳,改善了服务恢复绩效. 组织的非人性化调节了这些关系,影响了酒店行业的前线员工.
科学领域:
- 组织心理学 组织心理学
- 人力资源管理 人力资源管理
- 服务管理服务管理.
背景情况:
- 前线员工的服务恢复绩效 (SRP) 在酒店业至关重要.
- 了解影响SRP的心理机制,如情绪疲 (EE),至关重要.
- 核心自我评估 (CSE) 和人与工作相适应 (PJ fit) 是关键的个人和情境因素.
研究的目的:
- 调查情绪疲劳 (EE) 在核心自我评估 (CSE),人与工作相适应 (PJ) 和服务恢复绩效 (SRP) 之间的调解作用.
- 检查组织非人化 (OD) 对CSE,PJ合适,EE和SRP之间的关系的缓解效应.
主要方法:
- 从中国星级酒店的前线员工 (FLEs) 和他们的主管收集的时间延迟的多来源数据.
- 使用PROCESS宏观 (版本3.4) 测试调解和调节假设的定量分析.
- 监管机构对FLE的SRP进行评级 (N=212个FLE,32个监管机构).
主要成果:
- 发现CSE和PJ适合减少FLEs的EE,这反过来又提高了他们的SRP.
- 组织非人性化 (OD) 显著缓解了CSE和PJ适合EE和SRP的直接影响.
- 奥迪还通过EE调节了CSE和PJ适合SRP的间接影响.
结论:
- EE作为一个重要的调解者,将CSE和PJ与前线员工改进的SRP相结合.
- 组织的非人性化在缓解个人和情境因素对员工绩效和幸福感的影响方面发挥着至关重要的作用.
- 调查结果为酒店组织提供了洞察力,通过管理员工心理状态和组织气候来增强服务恢复.
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