CAJ | 학술논문

基于积极心理学的视角引入心理资本探索员工的工作倦怠问题。以个体心理资本作为工作倦怠的抑制因素和情绪劳动策略的前因变量,探讨心理资本对工作倦怠和情绪劳动策略的直接效应以及情绪劳动策略对心理资本与工作倦怠关系的中介作用。选取呼叫中心的客服代表作为研究对象,考察员工心理资本与情绪劳动策略、工作倦怠之间的关系。通过大规模问卷调查,得到800份有效问卷,在相关分析的基础上进行系列结构方程统计分析。研究结果表明,心理资本对工作倦怠的各维度有显著负向影响,心理资本对情绪劳动策略中的表层行为有显著的负向影响,对被动深层行为和主动深层行为有显著正向影响,心理资本对工作倦怠的直接效应远大于情绪劳动策略对心理资本与工作倦怠间的中介效应。研究结果为探讨工作倦怠问题提供了新的视角,组织可以直接通过心理资本干预员工的工作倦怠。
기우적겁심이학적시각인입심리자본탐색원공적공작권태문제。이개체심리자본작위공작권태적억제인소화정서노동책략적전인변량,탐토심리자본대공작권태화정서노동책략적직접효응이급정서노동책략대심리자본여공작권태관계적중개작용。선취호규중심적객복대표작위연구대상,고찰원공심리자본여정서노동책략、공작권태지간적관계。통과대규모문권조사,득도800빈유효문권,재상관분석적기출상진행계렬결구방정통계분석。연구결과표명,심리자본대공작권태적각유도유현저부향영향,심리자본대정서노동책략중적표층행위유현저적부향영향,대피동심층행위화주동심층행위유현저정향영향,심리자본대공작권태적직접효응원대우정서노동책략대심리자본여공작권태간적중개효응。연구결과위탐토공작권태문제제공료신적시각,조직가이직접통과심리자본간예원공적공작권태。
From the perspective of positive psychology this study introduces psychological capital （PsyCap） to explore the employ- ees＇ job burnout issue in the service industry. The research adopts the individual PsyCap as the inhibited factor of job burnout and the antecedents of emotional labor strategies and explores the direct effect of PsyCap on job burnout and emotional labor strat- egies as well as the mediating role of the emotional labor strategies between PsyCap and job burnout. To investigate those relation- ships, we select customer service representatives in a call center as the sample. Through the large-scale survey, we get 800 valid questionnaires and apply correlation analysis and a series of SEM （ structural equation model） analysis. The results reveal that PsyCap has a significantly negative effect on all dimensions of job burnout and the surface behaviors of emotional labor strategies and a notable positive impact on the passive deep behaviors and initiative deep behaviors. The direct effect of PsyCap on job burnout is strikingly greater than the mediating effect of emotional labor strategies between PsyCap and job burnout. These find- ings provide a new perspective to explore the issue of job burnout. Organizations can directly interfere with the employees＇ job burnout through PsyCap.