顾客负性情绪如何影响人工售后客服的情绪耗竭？——有调节的中介模型

How Do Customers’ Negative Emotions Lead to the Emotional Exhaustion of Manual After-Sales Customer Service Staff?—A Moderated Mediation Model

摘要: 为探讨顾客负性情绪与人工售后客服的情绪耗竭之间跨主体的关系及其作用机制，本文在情绪感染理论的视角下，构建了一个跨主体的有调节的中介模型，重点考察了表层扮演和深层扮演在二者关系中的中介作用以及唤起度的调节作用。采用PANAS量表、SAM情绪自我评定量表、情绪劳动策略量表和情绪耗竭量表对售后客服进行调查。结果表明1) 在控制性别、年龄、学历和工作年限后，顾客的负性情绪能够显著地正向预测售后客服的情绪耗竭；2) 负性情绪通过表层扮演的中介作用预测情绪耗竭，但深层扮演在两者之间不起中介作用；3) 唤起度调节负性情绪通过表层扮演预测情绪耗竭的前半路径。研究结果有助于进一步揭示售后客服的情绪耗竭的形成机制，对干预和引导售后客服的情绪劳动具有一定启示意义。

Abstract: In order to explore the cross-subject relationship and its mechanism of action between customers’ negative emotions and the emotional exhaustion of artificial aftermarket customer service staff, this paper constructs a regulated mediation model across the subject from the perspective of emotional infection theory, focusing on the mediated role of surface acting and deep acting in the relationship between the two and the regulating role of emotional arousal. The after-sales customer service staff were investigated using PANAS Scale, SAM Emotional Self-assessment Scale, Emotional Labor Strategy Scale and Emotional Exhaustion Scale. The results showed that 1) after controlling gender, age, education and working years, the negative emotions of customers could significantly be posi-tive in predicting the emotional exhaustion of after-sales customer service staff; 2) Negative emo-tion predicts emotional exhaustion through the mediating role played by the surface, but the deep role does not mediate between the two; 3) Arousal modulates negative emotions through the sur-face playing the first half of the path to predict emotional exhaustion. The results of the study are helpful to further reveal the formation mechanism of emotional exhaustion of after-sales customer service, and it has some enlightenment significance to intervene and guide the emotional labor of after-sales customer service staff.