2022 Fiscal Year Final Research Report
International Comparison of Emotional Labor in Human Services
Project/Area Number |
19K13800
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Research Category |
Grant-in-Aid for Early-Career Scientists
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Allocation Type | Multi-year Fund |
Review Section |
Basic Section 07080:Business administration-related
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Research Institution | Yokohama National University |
Principal Investigator |
Okabe Noriko 横浜国立大学, 地域連携推進機構, 研究員 (40839742)
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Project Period (FY) |
2019-04-01 – 2023-03-31
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Keywords | 第三次産業(サービス業) 就業者 / 心理的契約違反 / 職務パフォーマンス / ポジティブな感情 / 職務満足 / 感情の枯渇の回避 / 新しい働き方の提案 / 感情労働と規制タスク |
Outline of Final Research Achievements |
The first result of this study was to show the effects of "positive emotions" that employees use in dealing with customers in a service company undergoing significant management rationalization and to influence the psychological contract violation perceived by employees. The researcher tested the hypotheses that it moderates the declining trend of trust in employees and further moderates the declining tendency of employee job performance. In addition, according to previous research, it has been pointed out that interpersonal service workers tend to fall into "emotional exhaustion" when physical and mental fatigue overlap and that they quit their jobs due to "burnout syndrome." The second result of this research was to propose a new way of working of harmony with person, occupation and trust so that service workers can form their careers without suffering emotional exhaustion.
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Free Research Field |
経営学
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Academic Significance and Societal Importance of the Research Achievements |
世界経済のサービス経済化に伴いサービス企業が増加し、サービス就業者人口も増加している。日本の就業者の推移傾向も、第三次産業の就業者が全体の70%以上を占める。また近年は企業間競争が激化し、経営合理化や人員削減が実施され、AIやITが従業員の業務を代替する。さらに2020年以降は、コロナ禍でサービス就業者の失業が報告された。従って従業員が心理的契約違反を知覚する可能性は高まる。本研究は対人サービス就業者の陥りやすい感情の枯渇さらに燃え尽き症候群からキャリア形成が困難であることを問題視し、学術研究の潮流に貢献し、また企業と従業員の新しい雇用関係を提案して、サービス経済の発展への貢献を目指している。
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