关键词: 情绪规则；情绪劳动；规则承诺；情绪耗竭

Abstract: In service industry, employees emotion displaying exerts influence on customers satisfaction, their own performance and exhaustion. How an employee express his or her emotion is not only motivated by his own true emotion but also is directed by emotion display rules of the organization. Two kinds of emotional rules, which are expressing positive emotion and inhibiting negative emotion, give burden to ones emotional sources and cause effect on ones emotional exhaustion. Therefore, we hypothesized that expressing emotional displaying rules have positive relation with exhaustion. Emotional labor has direct relation with exhaustion and emotional display. We hypothesized that emotional labor mediated the relation between inhibiting negative emotion rule and exhaustion, and the relation between expressing positive emotion rule and exhaustion. Rule commitment predict positively whether one perform the rules or not. Only one performs emotional displaying rules of the organization, emotional displaying may have effect on emotion exhaustion. Therefore, rule commitment moderated the relation between emotional displaying rules and exhaustion, and the relation between emotional displaying rules and emotional labor.We established a model presenting the emotional labors mediating role and rule commitments moderating role above. Structural equation model was used to test the hypothesis. Consistent with predictions, the results showed that inhibiting negative emotion rules can positively predict emotion exhaustion, and surface labor can positively predict emotion exhaustion. Meanwhile, surface labor mediated the relation between inhibiting negative emotion rules and exhaustion. However, expressing positive emotion rules can not predict emotion exhaustion, and surface labor do not mediated the relation between expressing positive emotion and emotion exhaustion. Commitment to emotion rules can not predict emotion exhaustion. Meanwhile, commitment to emotion rules moderate the relation between expressing positive emotion rules and exhaustion. However, commitment does not moderate the relation between inhabiting negative emotion rules.This research extends our understanding of the emotion display rules and the impact they have on employees emotion exhaustion.

Key words: the emotional display rules; emotional labor; commitment to rules; emotion exhaustion