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北京第二外国语学院学报  2014, Vol. 36 Issue (3): 44-    
旅游企业管理     
乐观对饭店一线服务员工角色压力的影响:未来取向应对的中介作用
张 辉1 牛振邦2
1.中山大学旅游学院 广东珠海 519082;2.南开大学商学院 天津 300071
An Empirical Research on Impacts of Optimism on Hotel Service Employees’ Role Stress:Future-oriented Coping as a Mediator
Zhang Hui1 / Niu Zhenbang2
1.School of Tourism Management,Sun Yat-sen University,Zhuhai 519082,China;
2.Business School,Nankai University,Tianjin 300071,China
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摘要: 饭店服务员工是典型的跨边界工作者,他们经常会遭受很高的角色压力。以往的压力管理文献仅关注外在因素,忽略了对员工内在特征的考察,并且研究重点多是角色压力产生之后员工如何应对,这表现为被动式的压力管理。本研究基于积极组织行为的研究视角,将乐观细分为特质乐观和状态乐观,研究两类乐观对饭店服务员工角色压力的影响,并探讨未来取向应对在这一关系中的中介作用。研究发现,特质乐观对角色压力有显著的预测作用,预先应对完全中介特质乐观对角色压力的影响,预防应对部分中介特质乐观对角色压力的影响。最后,本研究为饭店服务员工的角色压力管理提出了政策建议。
关键词: 乐观未来取向应对积极组织行为服务员工角色压力    
Abstract: Because of their role of boundary-spanners, hotel service employees are susceptible to high levels of role stress, which has adverse effects on job-related outcomes. The existing literatures on stress management focus narrowly on external factors, neglecting the importance of employees’ internal mechanism in coping role stress. Most researchers adopt a reactive perspective, they focus solely on existing stress. Based on a positive organizational perspective, this paper proposes that optimistic service employees can anticipate the potential role stress in advance, and adopt future-oriented coping strategies to adjust themselves. The results show that trait optimism has a significant effect on role stress, proactive coping fully mediates the relationship between trait optimism and role stress, while preventive coping is a partial mediator.
收稿日期: 2013-11-10
作者简介: 张辉(1983~ ),男,山东临沂人,中山大学旅游学院讲师,博士,主要研究方向为旅游市场营销。 牛振邦(1985~ ),男,河南新乡人,南开大学商学院博士研究生,主要研究方向为服务营销
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引用本文:

张 辉 牛振邦. 乐观对饭店一线服务员工角色压力的影响:未来取向应对的中介作用[J]. 北京第二外国语学院学报, 2014, 36(3): 44-.

Zhang Hui1 / Niu Zhenbang2. An Empirical Research on Impacts of Optimism on Hotel Service Employees’ Role Stress:Future-oriented Coping as a Mediator. Journal of Beijing International Studies Universit, 2014, 36(3): 44-.

链接本文:

https://journal.bisu.edu.cn/CN/        https://journal.bisu.edu.cn/CN/Y2014/V36/I3/44

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