情绪劳动对职业倦怠的影响：应对方式的调节作用

The Influence of Emotional Labor on Job Burnout: The Moderating Effect of Coping Style

摘要: 目的：弄清我国职场工作者的情绪劳动、职业倦怠现状；探明职场人员的情绪劳动、应对方式、职业倦怠在人口学因素上的特点；着重对职场人士的职业倦怠、情绪劳动和应对方式这三者的联系展开深入探究，检验不同的应对方式可否调节情绪劳动对职业倦怠的影响。方法：采取问卷调查法，借助数据收集平台，以一年以上工作经验的职场人士为研究对象，探究其应对方式调节其情绪劳动对职业倦怠的影响情况。结论：表层表现和积极应对方式的交互项对职业倦怠存在显著的调节作用。在处理问题时积极应对方式运用的越多，情绪劳动中的表层表现对职业倦怠的消解作用也就越强。

Abstract: Objective: To clarify the status of emotional labor and job burnout in our workplace; to find out the characteristics of emotional labor, coping style and job burnout in demographic factors; to focus on the exploration of the links among job burnout, emotional labor and coping style, and to examine whether different types of coping style can adjust the influences of emotional labor on job burnout. Methods: With the help of data collection platform, this study uses questionnaire survey to explore the influence of coping style on the relationship between emotional labor and job burnout of employees with at least one year of work experiences. Conclusion: The interactive item of the surface acting of emotional labor and positive coping style has a significant role in the regulation of job burnout. The use of a positive coping style can effectively alleviate or eliminate the level of job burnout caused by surface acting of emotional labor.