伴随着知识经济时代到来,传统的低端情绪工作者正在向知识型的高端情绪工作者转变。这类员工的特征是:较高的情绪智力、丰富的顾客知识、较高的创造性、更强的自主意识。因此,对知识型情绪工作者的管理宜采取的策略为:尊重情绪工作者,提升员工的组织认同感;运用内部激励手段满足员工自主性要求;重视情绪工作技能培训及情绪智力开发。 With the arrival of the knowledge-based economy, the traditional low-end emotional workers are turning to knowledge-based high-end emotional workers. The characteristics of such employees are: higher emotional intelligence, rich customer knowledge, higher creativity, stronger self-awareness. Therefore, the strategies for the management of knowledge-based emotional workers should be: Respect the emotional worker, enhance the employee’s organizational identity; Use the internal incentive means to satisfy the staff’s autonomy; Pay attention to the training of emotional work skills and the development of emotional intelligence.