| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 95 === When first-line service providers are confronted with customers, they are usually demanded by the organization to display certain emotion to meet organization’s service standard, such work condition is known as emotional labor. The purpose of present study was to explore the relationship between emotional management methods (i.e. surface acting and deep acting), the antecedents-personality (i.e. extraversion, agreeableness, conscientiousness, openness to experiences, and neuroticism) and the consequences-burnout (i.e. emotional exhaustion, depersonalization, and diminished accomplishment) of emotional labors. To be specific, the study examined the relationships between personalities with two ways of acting and burnout, and also tends to explore what sort of relationship exists between two ways of acting and burnout. To test these hypotheses, self-report data were collected from 186 cosmetics saleswomen through questionnaires.
The results suggested that extraversion; agreeableness, conscientiousness, and openness to experiences had significant negative correlation with surface acting but had positive correlation with deep acting, and neuroticism had significant positive correlation with surface but negative correlation with deep acting; surface acting had significant positive correlation with three dimensions of burnout, while deep acting had significant negative correlation with three dimensions of burnout; the results also suggested that emotional management methods had moderating effect on the relationship of personalities and burnout. Implications for future research and service work were also discussed at the end.
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