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工作情绪是员工职业发展中客观存在的现实问题,也是关乎组织发展和服务质量的重要问题,关于情绪劳动的研究已有30多年,本文从概念、维度划分、前因与结果变量几个方面对情绪劳动的研究成果进行总结和归纳,旨在明晰在不同时期学者对情绪劳动的研究重点,掌握情绪劳动的研究进展,并针对服务密集型的酒店行业,对以酒店员工为对象的情绪劳动研究成果进行梳理。
Emotional work is an objective problem in the career development of an employee and also an important issue concerning the development of an organization and the quality of service. Studies on emotional labor have been conducted for more than 30 years. This article analyzes the relationship between concept, dimension, antecedent and outcome variables This paper summarizes and summarizes the research results of emotional labor, aims to clarify the focus of scholars on emotional labor in different periods, master the research progress of emotional labor, and for service-intensive hotel industry, the study of emotional labor for hotel employees Results to sort out.