報告題目：負面情緒勞動：深層扮演是否有效？

報告所屬學科：工商管理

報告人：翁清雄（中國科學技術大學）

報告時間：2021年4月29日 09:00

報告地點：經管學院702會議室

報告摘要：

Emotional labor involves the display of emotions by service representatives when dealing with customers. Researchers suggest that deep acting as opposed to surface acting is the preferred choice for regulating emotional labor. While there is some truth to this notion, at least in terms a tendency to suppress negative emotions to conform to what are seen to be society’s expectations, the question remains as to whether there might be situations in which display rules call for the suppression of positive emotions. In the present research, we used an experience-sampling technique to explore within-person interactions involving deep acting, positive and negative affective states, job satisfaction and work withdrawal. We also examined potential moderating effects of deep acting self-efficacy when the individual suppresses positive emotions in order to meet desired display expectations. In the study, 88 call center employees provided 837 responses to daily questionnaires over ten days. Using hierarchical linear modeling, we found that affective states and well-being worsened when employees engaged in deep acting. Results also revealed the buffering role of deep acting self-efficacy in that we found within-individual relationships were weaker for high deep acting self-efficacy levels. We conclude with discussion of the theoretical and practical implications of these findings.

報告人簡介：

翁清雄，中國科學技術大學管理學院教授、博士生導師，國際金融研究院副院長，組織與人力資源管理研究所負責人。翁清雄教授是國家自然科學基金優秀青年基金獲得者，主要研究方向為職業生涯管理、人才測評、情緒。

曾在比利時根特大學、澳大利亞昆士蘭大學從事研究工作，在新加坡國立大學、美國明尼蘇達大學訪問交流。兼任管理學國際重要期刊Journal of Vocational Behavior副主編，Journal of Managerial Psychology、Journal of Career Development等期刊編委，安徽省創新與創業管理促進會副會長。曾在Journal of Organizational Behavior, Journal of Vocational Behavior、管理世界、管理科學學報等國內外期刊發表論文70余篇。主持國家自然科學基金國際合作重點項目、國家自然科學基金面上項目、國際合作交流項目等國家級、省部級項目10余項。