تأثير عوامل زمينه‌اي و تفاوت‌هاي فردي بر كار عاطفي با تبيين نقش تعديل گر هوش هيجاني

Effects Of The Contextual Factors an‎d The Individual Differences On Emotional Labor By Explaining The Moderating Role Of Emotional Intelligence

ﺑﺎوﺟﻮد ﺗﻼش ﻣﺤﻘﻘﺎن ﺑﺮاي درك ﭼﺮاﯾﯽ و ﻧﺤﻮة ﺑﺮوز و ﻣﺪﯾﺮﯾﺖ ﻫﯿﺠﺎﻧﺎت ﺗﻮﺳﻂ ﻣﺪﯾﺮان در ﻣﺤﯿﻂ ﮐﺎر و ﺑﻪ ﻋﺒﺎرﺗﯽ ﺑﺮرﺳﯽ ﮐﺎر ﻋﺎﻃﻔﯽ آن ﻫﺎ ﺑﺎ ﮐﻤﮏ ﭼﺎرﭼﻮب ﻫﺎي ﻣﻔﻬﻮﻣﯽ ﻣﺘﻨﻮع، ﺑﻪ ﻧﺘﺎﯾﺞ ﺿﺪوﻧﻘﯿﻀﯽ ﺑﻪ ﺧﺼﻮص در ﻣﻮرد اﻗﺪام ﻋﻤﯿﻖ دﺳﺖ ﯾﺎﻓﺘﻪاﻧﺪ. از اﯾﻦ رو ﻫﺪف ﮐﻠﯽ ﺗﺤﻘﯿﻖ ﺣﺎﺿﺮ ﺗﺒﯿﯿﻦ ﮐﺎر ﻋﺎﻃﻔﯽ ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﻧﻘﺶ ﻋﻮاﻣﻞ زﻣﯿﻨﻪاي، ﺗﻔﺎوتﻫﺎي ﻓﺮدي و ﻫﻮش ﻫﯿﺠﺎﻧﯽ ﻣﯽﺑﺎﺷﺪ. روش ﺗﺤﻘﯿﻖ ﺗﻮﺻﯿﻔﯽ- ﻫﻤﺒﺴﺘﮕﯽ و از ﻧﻮع ﻣﻌﺎدﻻت ﺳﺎﺧﺘﺎري اﺳﺖ. ﺟﺎﻣﻌﻪ آﻣﺎري اﯾﻦ ﭘﮋوﻫﺶ را ﻣﺪﯾﺮان ﻣﺆﺳﺴﺎت آﻣﻮزش ﻋﺎﻟﯽ ﺷﻬﺮ ﮐﺮﻣﺎن ﺗﺸﮑﯿﻞ ﻣﯽ دﻫﻨﺪ. ﺑﺎ اﺳﺘﻔﺎده از ﻓﺮﻣﻮل ﮐﻮﮐﺮان، ﺣﺠﻢ ﻧﻤﻮﻧﻪ ﺑﺮاي اﻧﺠﺎم اﯾﻦ ﭘﮋوﻫﺶ 203 ﻧﻔﺮ ﺗﻌﯿﯿﻦ ﺷﺪ. ﻧﻤﻮﻧﻪ ﮔﯿﺮي ﺑﻪ روش ﺗﺼﺎدﻓﯽ ﻃﺒﻘﻪاي اﻧﺠﺎم ﺷﺪ و ﺑﺮاي ﺟﻤﻊ آوري داده ﻫﺎ از ﭘﺮﺳﺸﻨﺎﻣﻪ اﺳﺘﺎﻧﺪارد آﻟﻦ و ﻫﻤﮑﺎران )2014(، ﻣﺎرﺗﯿﻦ و ﻫﻤﮑﺎران )2003(، ﭘﺘﺮﯾﺪس )2009( و ﯾﺎﻧﮓ و ﭼﺎﻧﮓ )2009( اﺳﺘﻔﺎده ﺷﺪ. ﭘﺎﯾﺎﯾﯽ و رواﯾﯽ اﺑﺰار ﺗﺤﻘﯿﻖ ﺑﺎ ﻣﺤﺎﺳﺒﻪ آﻟﻔﺎي ﮐﺮوﻧﺒﺎخ، ﭘﺎﯾﺎﯾﯽ ﺗﺮﮐﯿﺒﯽ و ﻣﯿﺎﻧﮕﯿﻦ وارﯾﺎﻧﺲ ﺗﺒﯿﯿﻦ ﺷﺪه ارزﯾﺎﺑﯽ و ﺗﺄﯾﯿﺪ ﺷﺪ و رواﯾﯽ ﻣﺤﺘﻮاﯾﯽ ﭘﺮﺳﺸﻨﺎﻣﻪ ﻫﺎ ﺗﻮﺳﻂ اﺳﺘﺎدان و ﺧﺒﺮﮔﺎن آﺷﻨﺎ ﺑﻪ ﻣﻮﺿﻮع ﺗﺄﯾﯿﺪ ﺷﺪ. ﻣﯿﺰان رواﯾﯽ 0/85 و ﻣﯿﺰان ﭘﺎﯾﺎﯾﯽ 0/93 ﺑﻪ دﺳﺖ آﻣﺪه اﺳﺖ. داده ﻫﺎ ﭘﺲ از ﺟﻤﻊ آوري، ﺑﺎ ﻧﺮم اﻓﺰار آﻣﺎري SmartPLS ﺗﺤﻠﯿﻞ ﺷﺪ. ﻧﺘﺎﯾﺞ ﻧﺸﺎن داد ﻋﻮاﻣﻞ زﻣﯿﻨﻪاي و ﺗﻔﺎوتﻫﺎي ﻓﺮدي ﺑﺮ ﮐﺎر ﻫﯿﺠﺎﻧﯽ ﺗﺄﺛﯿﺮ ﻣﺜﺒﺖ و ﻣﻌﻨﺎداري دارﻧﺪ و هوش ﻫﯿﺠﺎﻧﯽ در اﯾﻦ ارﺗﺒﺎط ﻧﻘﺶ ﺗﻌﺪﯾﻞﮐﻨﻨﺪﮔﯽ دارد.

Emotional labor, first introduced by Hochschild (1983), has attracted interest from researchers. Despite researchers' efforts to understand why and how emotions managed by managers in the workplace, in other words, by examining their emotional labor with the help of various conceptual frameworks, they have achieved the contradictory results, especially on deep action. Therefore, the aim of this study was to explore emotional labor considering the role of contextual factors, individual differences and emotional intelligenc