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.

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