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| 浅谈顾客不公平行为之下酒店一线员工情绪劳动与心理资本的催化关系
摘 要
本文通过对上海高星级酒店的一线服务人员进行大量的问卷调查，并借助数据统计工具Spss26对收集到的340份有效数据进行分析后得出以下结论：（1）员工经历的顾客不公平行为越多，员工展现的深层表演越少，但心理资本越多，越能增加更多的深层表演。心理资本能够起到调节顾客不公平行为对深层表演的影响；（2）说明员工经历顾客不公平越多，员工展现的表层表演越少，而心理资本的增多，能增加更多的表层表演。心理资本能够起到调节顾客不公平行为对表层表演的影响。这些结论启示服务性企业：“顾客第一”并不能成为酒店唯一的服务宗旨，学会如何有效保护员工尽量少地受到顾客不公平行为的影响是亟待酒店方解决的难题；酒店方应就顾客不公平行为进行有组织的员工培训；可以适当地给予酒店一线员工必要的权力使其能够在服务客人的同时具有保护自己的能力；酒店管理层应该在心理上和行动上更多给予酒店一线员工一些安慰和肯定。
关键词：顾客不公平行为，心理资本，劳动情绪，表层表演，深层表演
On the catalytic relationship between emotional labor and psychological capital of hotel front-line staff under unfair behavior of customers
Abstract
Contents
This article through to the high star hotel in Shanghai a line service personnel to a lot ofquestionnaire survey, and with the help of statistical tools Spss26 collected 340 valid dataanalysis the following conclusions: (1) employees through customer unfair behavior,the more employees a deep display is less, but the more psychological capital, can add more deep acting. Psychological capital can play a role in regulating theeffect of customers' unfair behavior on deep performance. (2) It shows that the more employees experience customer injustice,the less surface performance they will show,and the more psychological capital they have, the more surface performance they will show. Psychological capital can regulate the effect of unfair behavior on surface performance.These conclusions suggest that "customer first" is not the only service tenet ofthe hotel, and it is an urgent problem for the hotel to solve to learn how to effectively protect employees and minimize the impact of customers' unfair behaviors. The hotel should conduct organized staff training on the unfair behavior of customers;Can properly give the necessary authority to the hotel front-line staff so that they can serve the guests at the same time with the ability to protect their own;The hotel management should give more comfort and affirmation to the front-line staff in psychology and action.
Key words: Customer unfair behavior, psychological capital,labor emotion, surface performance, deep performance
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