情绪劳动工作人员心理授权与离职意向的关系:工作倦怠的中介作用
The Relationship Between Psychological Empowerment and Turnover Intention of Emotional Labor Workers:the Mediating Effect of Job Burnout
查看参考文献18篇
文摘
|
本研究目的是考察心理授权、工作倦怠和离职意向的关系。研究以某大型通讯企业呼叫中心的309名客服代表为研究对象,采用问卷调查方式对客服代表的心理授权、工作倦怠和离职意向进行调查。结构方程模型的结果显示,心理授权对离职意向有负向影响,工作倦怠对离职意向有正向影响。其中,心理授权先影响情绪衰竭,再影响玩世不恭,最后对离职意向起负向预测作用。研究结果支持了工作倦怠在心理授权和离职意向之间的中介作用。 |
其他语种文摘
|
The high turnover rate of emotional labour workers is an important management issue recently. Many emotional labour workers experience high burnout, and feel emotionally exhausted, indifferent to their work and reduced personal accomplishment. This psychological state exerts negative impact on individuals, and induces mental and physical problems. Burnout may also result in a strong intention to leave the job and even actual turnover. According to job resource and demand models, the higher the perceived resource, the lower the burnout level. Psychological empowerment reflects an active orientation towards a work role. It is a motivational construct about an employee’s perception of having choice in doing tasks, having ability to perform the job well, being able to have an influence on the environment, and the meaningfulness of the job. Individuals with high psychological empowerment will see themselves as competent and able to influence their jobs and environment in a meaningful way, act proactively, show initiative, and perform independently. In this way, psychologically empowered individuals will perceive less burnout and tend to stay on in the organization. Furthermore, several researchers proposed the association among burnout dimensions was a causal process instead of co-occurring phenomena, and higher levels of emotional exhaustion were associated with higher levels of cynicism over time. Thus, in this study, we hypothesized the relationship between psychological empowerment and turnover intention is mediated by emotional exhaustion and cynicism in order. Data was collected from 309 customer service employees. 330 questionnaires were distributed in total, and the usage rate was 93.6%. Males took up 31.7% and the average age was 23.84 years. The average tenure was 11.2 months, and 83.3% of the participants were married. Regarding education, 18.8% of the employees finished high school, 72.9% of them have a college degree, and 8.2% had bachelor’s degrees or above. Established measureds were used to capture the key variables in this study. A translation of the entire 12-item psychological empowerment scale by Spreitzer(1995) was used. The scale consisted of four three-item dimensions capturing meaning, competence, self-determination, and impact. Confirmatory factor analysis supported a four-dimension structure. In this study, internal reliability estimate (α) was 0.82. The Maslach Burnout Inventory-General Survey (MBI-GS) was used to assess levels of burnout. In this study, exhaustion (five items) and cynicism (five items) were included. Internal reliability estimates (α) were 0.86 and 0.81 respectively. A three-item turnover intention scale developed by Liang was used. In this study, internal reliability estimate (α) was 0.87. Structural equation modelling was employed to examine the hypothesized model. In order to provide a stringent test of the theoretical model, we examined several alternative models. The result demonstrated that psychological empowerment was negatively associated with turnover intention, job burnout was positively associated with turnover intention, and job burnout mediated the relationship between psychological empowerment and turnover intention. Furthermore, cynicism mediated the relationship between emotional exhaustion and job burnout. To sum up, the primary goal of this study was to investigate the mediation role of burnout in the relationship between psychological empowerment and turnover intention. The result partially confirmed this hypothesis. The findings demonstrated that in a stressful work environment such as emotional labour, lack of psychological empowerment has negative consequences for nurses in the increased level of burnout experience and turnover intention. Several implications can be inferred from this study. Human resources management needs to emphasize empowerment strategies to reduce burnout experience and retain emotional labour workers. |
来源
|
心理科学
,2012,35(1):186-190 【核心库】
|
关键词
|
情绪劳动
;
心理授权
;
工作倦怠
;
离职意向
|
地址
|
1.
中国人民大学劳动人事学院, 北京, 100872
2.
中国科学院心理研究所, 北京, 100101
3.
第四军医大学心理学教研室, 西安, 710032
4.
中央财经大学商学院, 北京, 100081
|
语种
|
中文 |
文献类型
|
研究性论文 |
ISSN
|
1671-6981 |
学科
|
社会科学总论 |
基金
|
自然科学基金项目资助
;
中国人民大学中央高校基本科研业务费专项
|
文献收藏号
|
CSCD:4465199
|
参考文献 共
18
共1页
|
1.
李超平. 授权的测量及其与员工工作态度的关系.
心理学报,2006,38(1):99-106
|
被引
64
次
|
|
|
|
2.
李超平. 分配公平与程序公平对工作倦怠的影响.
心理学报,2003,35(5):677-684
|
被引
195
次
|
|
|
|
3.
李红菊. 情绪劳动研究的回顾与展望.
中国临床心理学杂志,2007,15(4):409-411
|
被引
4
次
|
|
|
|
4.
李永鑫. 工作倦怠研究的新趋势.
心理科学,2007,30(2):478-481
|
被引
7
次
|
|
|
|
5.
凌俐. 心理授权研究的现状.
心理科学进展,2007,15(4):652-658
|
被引
6
次
|
|
|
|
6.
Anderson J. Structural equation modeling in practice: A review and recommended two- step approach.
Psychological bulletin,1988,103(3):411-423
|
被引
229
次
|
|
|
|
7.
Baron R. The moderator- mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Journal of personality and social psychology,1986,51(6):1173-1182
|
被引
897
次
|
|
|
|
8.
Diefendorff J. The dimensionality and antecedents of emotional labor strategies.
Journal of Vocational Behavior,2005,66(2):339-357
|
被引
27
次
|
|
|
|
9.
Firth H. Burnout, absence and turnover amongst British nursing staff.
Journal of Occupational Psychology,1989,62(1):55-59
|
被引
1
次
|
|
|
|
10.
Huang I. The role of burnout in the relationship between perceptions of organizational politics and turnover intentions.
Public Personnel Management,2003,32(4):519-532
|
被引
1
次
|
|
|
|
11.
Kalliath T. Is the path to burnout and turnover paved by a lack of supervisory support? A structural equations test.
New Zealand Journal of Psychology,2001,30(2):72-78
|
被引
1
次
|
|
|
|
12.
Lee R. A meta- analytic examination of the correlates of the three dimensions of job burnout.
Journal of Applied Psychology,1996,81(2):123-133
|
被引
25
次
|
|
|
|
13.
Maslach C. J OB B URNOUT.
Annual review of psychology,2001,52(1):397-422
|
被引
299
次
|
|
|
|
14.
Schaufeli W. Burnout: 35 years of research and practice.
Career Development International,2009,14(3):204-220
|
被引
8
次
|
|
|
|
15.
Schaufeli W. The measurement of engagement and burnout: A two sample confirmatory factor analytic approach.
Journal of Happiness Studies,2002,3(1):71-92
|
被引
116
次
|
|
|
|
16.
Taris T. Are there causal relationships between the dimensions of the Maslach Burnout Inventory? A review and two longitudinal tests.
Work & Stress,2005,19(3):238-255
|
被引
4
次
|
|
|
|
17.
Thomas K. Cognitive elements of empowerment: An" interpretive" model of intrinsic task motivation.
Academy of management review,1990,15(4):666-681
|
被引
58
次
|
|
|
|
18.
Zhang X. Linking Empowering Leadership and Employee Creativity: The Influence of Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement.
The Academy of Management Journal,2010,53(1):107-128
|
被引
46
次
|
|
|
|
|