This paper reviews the concept, dimensions, antecedents and outcome of emotional labor systematically. The research findings are: personal Characteristics is directly related with emotional labor, the context and organizational environment are the critical moderating variables that can influence emotional labor; emotional labor is an important factor that affects employees’ job outcome, customer perceived service quality and organizational performance.
傅慧,段艳红. 情绪劳动研究述评与展望[J]. J4, 2013, 10(9): 1399-.
FU Hui,DUAN Yanhong. Literature Review and Future Research Directions of Emotional Labor. J4, 2013, 10(9): 1399-.