一线服务员工情绪劳动研究

详细信息

Research on Front-line Server Emotional Labor

摘要: 一线服务员工情绪劳动的质量是服务业中服务质量的关键因素，在服务业中，情绪劳动的管理现状并不理想，存在着放任不管、对后效关注不够和员工身受顾客与管理者两面夹击的现状，导致一线服务员工出现工作倦怠、服务破坏和流失率高等后果，管理者应从教育培训、薪酬设计、情绪表达策略等方面进行积极管理，以实现情绪劳动管理与服务水平的超越性发展。
- 一线服务员工 /
- 情绪劳动 /
- 心理资源 /
- 工作倦怠 /
- 服务破坏 /
- 薪酬设计 /
- 教育培训
Abstract: The quality of front-line server emotional labor is the key factor of service industry. In service industry, the management present situation of emotional labor is not ideal. The overlook, the inadequate aftereffect attention and the attention of customers and managers to the server leads to the job burnout, service damage and high churn rate of front-line server. From education training, salary design, emotion expression strategy and so on, the manager should improve the emotional labor management and service level.
- Front-line server /
- emotional labor /
- psychology resource /
- job burnout /
- service damage /
- salary design /
- education training

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