중국외식서비스 종사원의 감정노동 성향과 제언행동간의 관계 연구: 친사회적 동기의 조절효과 검증

Abstract

This study takes Chinese foodservice industry employees as an object, to explore the relationship between two emotional labor strategies (surface acting and deep acting) and voice behaviors (prohibitive voice and promotive voice), and reveal the moderating effect of prosocial motivation between emotional labor strategies and voice behavior. This is to clarify the mechanism of influence between voice behavior and emotional labor strategy, and provide constructive suggestions for enterprises to better stimulate employee voice behavior. To test the hypothesis, the study collected questionnaire data from 191 employees engaged in catering services such as Fast Food Restaurants, Fast Casual Restaurant, and Shabu Shabu shop. Eventuallu, due to insufficient responses to some questionnaires, a final analysis of 166 data excluding these 25 data was conducted. The results show that (1) the employee ’s surface acting is significantly negatively correlated with both prohibitive voice and promotive voice; (2) the employee ’s deep acting is significantly and positively correlated with both prohibitive voice and promotive voice, (3)Prosocial motivation of employees has a significant positive regulating effect between deep behavior and inhibitive voice behavior. There is no regulating effect between deep behavior and accelerative voice behavior and surface behavior on accelerative voice behavior. This result is helpful to enrich the research on antecedent variables of voice behavior. Finally, the implications of these findings are discussed and future research directions are suggested based on the results of this study.