| In the study of employees in the service industry,the phenomenon of individual "emotional labor" has been focused on.As far as the research perspective of emotional labor is concerned,it can be attributed to two perspectives,namely,internal customer perspective and external customer perspective.At present,domestic and foreign scholars’ research on emotional labor from the perspective of external customers has been basically mature,but as an inevitable phenomenon in organizations,emotional labor will occur not only in the process of providing services to customers,but also in the interaction between colleagues.The frequency and intensity of employees’ use of emotional labor strategies will increase correspondingly in the high frequency of colleague interaction.Different from the positive effects of emotional labor,current research tends to explore the negative side of surface acting.However,the study found that the surface acting has strong contingency under different boundary conditions,which makes it more academic and practical value to explore how to weaken its negative effects.The research on performance should not be limited to the in-role performance,and the extrarole performance of employees also plays an irreplaceable role in the overall performance of the organization,which promotes the development of the organization to a higher level.Therefore,the main research issue of this paper is to analyze and discuss the emotional labor among colleagues and weaken the negative effects of surface acting through the moderating role of workplace friendship.This study integrates conservation of resources theory and social exchange theory,and proposes a model of the impact of emotional labor on employees’ extra-role performance from the perspective of internal customers of emotional labor,and chooses thriving at work to explain the internal mechanism of the impact of colleagues’ emotional labor on employees’ extra-role performance,and takes workplace friendship as a moderator.Through the pre-survey,this study tested the validity of the selected scale.In the subsequent formal survey,through the analysis and discussion of the data of 403 employees,the following conclusions were drawn:(1)surface acting negatively affects extra-role performance,and has a negative effect on interpersonal facilitation performance and job dedication performance;(2)deep acting positively affects extra-role performance,and has a positive effect on interpersonal facilitation performance and job dedication performance;(3)surface acting has a negative effect on thriving at work,and deep acting has a positive effect on thriving at work;(4)Thriving at work positively impacts extra-role performance,and has a positive effect on interpersonal facilitation performance and job dedication performance;(5)Thriving at work mediates the effect of surface acting on interpersonal facilitation performance and job dedication performance,and thriving at work mediates the effect of deep acting on interpersonal facilitation performance and job dedication performance;(6)Workplace friendship negatively moderates the negative relationship between surface acting and thriving at work,while workplace friendship positively moderates the positive correlation between deep acting and thriving at work.The conclusion of this study expands the research on the relationship among emotional labor,extra-role performance,thriving at work and workplace friendship in both theoretical and practical levels.Based on the results of this study,managers need to pay attention to employees who interact frequently with colleagues and provide timely interventions to prevent damage to individual’s thriving at work;In the work,organizations should advocate the use of deep acting strategy;managers should attach importance to workplace friendship,provide good conditions for employees to develop high-quality workplace friendship,and create a harmonious,friendly and mutually helpful workplace atmosphere. |
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