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Servir les clients avec le sourire : un cadre motivationnel pour mieux prédire les stratégies de régulation émotionnelle

  • Marie-Claude Lépine
  • Michel Cossette
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    Emotional labour, a requirement imposed on employees to express or suppress their emotions in their job, is an important occupational demand in customer service jobs. Emotion regulation strategies has important impacts on individuals (job attitudes, intention to quit and psychological health), but also on their organization (personnel turnover, service performance, customers' loyalty, etc.). Although motivation was proposed as an emotional labour predictor, measurement issues of this concept must be resolved. Consequently, the present study proposes and tests among employees working in interaction with customers (n = 223) a scale measuring motivation to regulate emotions at work. Confirmatory Factor Analyses supported globally the presence of the different types of motivation postulated by the Self-determination Theory (Deci & Ryan, 1985). Moreover, deep acting strategy was linked with the controlled motivation and to autonomous motivation, whereas surface acting was linked solely with controlled motivation. Le travail émotionnel, soit le fait pour les employés d'avoir à afficher ou à supprimer certaines émotions dans le cadre de leur travail, constitue une demande occupationnelle importante dans les emplois de service à la clientèle. Les stratégies de régulation émotionnelle ont des effets importants non seulement pour l'individu (attitudes au travail, intention de quitter son emploi et santé psychologique), mais aussi pour son organisation (roulement du personnel, performance de service, fidélisation de la clientèle, etc.). Bien que la motivation ait été proposée comme prédicteur du travail émotionnel, des enjeux de mesure de ce concept doivent être surmontés. Conséquemment, la présente étude propose et teste auprès d'employés travaillant avec des clients (n = 223) une échelle mesurant la motivation à réguler les émotions au travail. Des analyses factorielles confirmatoires soutiennent globalement la présence des types de motivation postulés par la théorie de l'autodétermination (Deci & Ryan, 1985). De plus, la régulation émotionnelle de profondeur est liée à la motivation dite « contrôlante » et à la motivation « autonome », alors que la régulation de surface est seulement associée à la motivation « contrôlante ».

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    Paper provided by CIRANO in its series CIRANO Working Papers with number 2010s-39.

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    Length: 16 pages
    Date of creation: 01 Sep 2010
    Date of revision:
    Handle: RePEc:cir:cirwor:2010s-39
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