Front-line employees' perceived COVID-19 event strength and emotional labor in the service industry: A moderated mediation model.

IF 1.9 4区心理学 Q2 PSYCHOLOGY, MULTIDISCIPLINARY

Journal of General Psychology Pub Date : 2024-01-01 Epub Date: 2023-02-13 DOI:10.1080/00221309.2023.2171359

Jianghong Du, Zhenyuan Wang, Yunhui Xie

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引用次数: 0

Abstract

COVID-19 pandemic has brought enormous challenges to employees worldwide, and thus, it is important to understand whether, how, and when perceived COVID-19 event strength can influence employees' work-related outcomes. Drawing on event system theory and affective events theory, this study examined the effect of perceived COVID-19 event strength on front-line service employees' emotional labor, namely, surface acting and deep acting, through the mediating role of anxiety. In addition, it explored job insecurity as a moderator in the relationship between perceived COVID-19 event strength and anxiety. This study analyzed two-wave data (N = 191) collected from front-line employees in the service industry and found that anxiety mediated the relationship between perceived COVID-19 event strength and surface acting but not deep acting, and that job insecurity moderated the relationship between perceived COVID-19 event strength and anxiety and the indirect effect of perceived COVID-19 event strength on surface acting but not on deep acting via anxiety. Implications and directions for future research are also discussed.

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服务行业一线员工感知的 COVID-19 事件强度与情感劳动：调节中介模型。

COVID-19大流行给全球员工带来了巨大挑战，因此，了解感知到的COVID-19事件强度是否、如何以及何时会影响员工的工作相关结果非常重要。本研究借鉴事件系统理论和情感事件理论，通过焦虑的中介作用，考察了感知到的 COVID-19 事件强度对一线服务员工情绪劳动（即表面行为和深层行为）的影响。此外，本研究还探讨了工作不安全感在感知 COVID-19 事件强度与焦虑之间关系中的调节作用。本研究分析了从服务行业一线员工处收集到的两波数据（N = 191），发现焦虑在感知 COVID-19 事件强度与表面行为（而非深度行为）之间起到了中介作用，工作不安全感调节了感知 COVID-19 事件强度与焦虑之间的关系，并且感知 COVID-19 事件强度通过焦虑对表面行为（而非深度行为）产生了间接影响。本文还讨论了未来研究的意义和方向。

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来源期刊

Journal of General Psychology PSYCHOLOGY, MULTIDISCIPLINARY-

CiteScore

5.20

自引率

4.00%

发文量

期刊介绍： The Journal of General Psychology publishes human and animal research reflecting various methodological approaches in all areas of experimental psychology. It covers traditional topics such as physiological and comparative psychology, sensation, perception, learning, and motivation, as well as more diverse topics such as cognition, memory, language, aging, and substance abuse, or mathematical, statistical, methodological, and other theoretical investigations. The journal especially features studies that establish functional relationships, involve a series of integrated experiments, or contribute to the development of new theoretical insights or practical applications.