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Positive psychological capital and emotional labor in Korea: the job demands-resources approach

机译:韩国积极的心理资本和情感劳动:工作需求-资源方法

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This study examined the effect of organizational justice perception on service employees' positive psychological capital and the influence of positive psychological capital on surface and deep acting. Drawing on the job demands-resources (JD-R) model and the literature on positive work environment, the indirect effects of perceived distributive and procedural justice on surface and deep acting through service employees' psychological capital were hypothesized. Using data from 263 flight attendants of the largest airline company in South Korea, the results indicated that perceived distributive and procedural justice were positively related to service employees' psychological capital, which, in turn, fostered deep acting but not surface acting. Deep acting was negatively related to emotional exhaustion, while surface acting showed a positive relationship. Emotional exhaustion, in turn, increased turnover intention. This study offers contributions to our understanding of positive psychological capital and implications for emotional labor in service management. Limitations and future research directions are discussed.
机译:本研究考察了组织正义感对服务员工积极心理资本的影响以及积极心理资本对表面行为和深度行为的影响。利用工作需求资源(JD-R)模型和有关积极工作环境的文献,假设通过服务员工的心理资本,感知的分配和程序正义对表面和深度行为的间接影响。使用来自韩国最大航空公司的263名空姐的数据,结果表明,感知的分配和程序正义与服务员工的心理资本成正相关,而后者反而促进了深层行动而不是表面行动。深度表演与情绪疲惫负相关,而表面表演则显示正相关。情绪疲惫反过来增加了离职意图。这项研究有助于我们理解积极的心理资本以及对服务管理中的情感劳动的启示。局限性和未来的研究方向进行了讨论。

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