幸福感不仅是个体永恒的追求，更是在近年来得到了国家和政府层面的高度重视。 对于员工幸福感，也得到了人力资源管理部门的高度关注。员工幸福感不管是对个体 的工作绩效，还是对组织的生产力都有着深远影响，甚至有助于构建和谐社会，因此 研究一个组织的员工幸福感，不管是从个人、组织还是社会的角度，都有着至关重要 的意义。如何提高护士的员工幸福感，是每个医院人力资源部门都应思考的问题，对 于护士而言，情绪劳动是其职业特点，如何通过这一职业特点出发，来找到提升他们 员工幸福感的方法，就显得尤为重要。 本研究以 Z 医院为例，对 342 名护士进行了问卷调查，分析了情绪劳动、工作满 意度与员工幸福感间的关系。对数据利用 SPSS24.0 和 AMOS24.0 等相关软件进行分 析后，得出了如下结论：第一，情绪劳动对员工幸福感的影响：浅层表演与员工幸福 感负相关；深层表演与员工幸福感正相关。第二，工作满意度在其间的中介作用：工 作满意度完全中介了浅层表演对员工幸福感的影响，部分中介了深层表演对员工幸福 感的影响。第三,社会支持在其间的调节作用：领导同事支持正向调节了浅层表演对 工作满意度的不利影响；家庭支持负向调节了浅层表演对工作满意度的不利影响。 本论文得到的研究结论，用实证充实了工作要求-资源理论，丰富了情绪劳动影 响员工幸福感的过程研究。本人认为有如下管理启示：培养护士的情绪管理能力，让 护士在情绪劳动时能将浅层表演转化为深层表演；加强领导同事支持；辩证的看待员 工的家庭支持，合理利用家庭支持的作用等。 关键词：情绪劳动 社会支持 工作满意度 员工幸福感三 峡 大 学 硕 士 学 位 论 文 III Abstract Well-being is not only an individual's eternal pursuit, but also has been highly valued by the government and the country in recent years. For employee well-being, human resources management department has also been highly concerned. Employee well-being has a profound impact on both individual work performance and organizational productivity, and even contributes to the construction of a harmonious society. Therefore, it is of vital significance to study the employee well-being of an organization from the perspective of individuals, organizations and society. How to improve nurses' employee well-being is a question that should be considered by the human resources department of every hospital. For nurses, emotional labor is their professional characteristics, and it is particularly important to find out how to improve their employee well-being through this professional characteristic. Taking Z hospital as an example, this study conducted a questionnaire survey on 342 nurses and analyzed the relationship between emotional labor, job satisfaction and employee well-being. After analyzing the data with SPSS24.0, AMOS24.0 and other related software, the following conclusions were drawn: First, the effect of emotional labor on employee well-being: Surface acting was negatively correlated with employee well-being; Deep acting was positively correlated with employee well-being. Second, the mediating role of job satisfaction: job satisfaction completely mediated the effect of surface acting on employee well-being, while part mediated the effect of deep acting on employee well-being. Thirdly, the moderating role of social support: the support of leaders and colleagues positively moderated the negative effects of surface acting on job satisfaction; Family support negatively moderated the negative effects of surface acting on job satisfaction. The research conclusion of this paper enriched the Job Demands-Resources Model with empirical evidence, and enriched the research on the process of emotional labor affecting employee well-being. I think there are the following management enlightenment: Cultivate the nurse's emotional management ability, so that the nurse can transform the surface acting into a deep acting during emotional labor; strengthen the support of leaders and colleagues; dialectically treat the family support of employees, and rationally use the role of family support. Key words: emotional labor job satisfaction social support employee well-being三 峡 大 学 硕 士 学 位 论 文 IV 目 录 引言...................................................................................................................1 1 绪论...............................................................................................................2 1.1 选题背景及意义.................................................................................2 1.2 文献综述.............................................................................................3 1.3 研究内容、方法与研究过程.............................................................7 1.4 创新点.................................................................................................9 2 研究假设及理论模型.................................................................................10 2.1 理论假设...........................................................................................10 2.2 理论模型...........................................................................................13 3 调查实施与量表检验.................................................................................14 3.1 问卷的设计和发放...........................................................................14 3.2 样本的分布.......................................................................................15 3.3 量表的信度和效度分析...................................................................16 4 数据分析与假设检验.................................................................................19 4.1 变量的描述性统计与相关分析.......................................................19 4.2 各人口统计学变量对各变量的影响分析.......................................20 4.3 假设检验...........................................................................................24 5 结果讨论与运用.........................................................................................28 5.1 结果讨论...........................................................................................28 5.2 理论意义...........................................................................................30 5.3 实践意义...........................................................................................30 6 研究不足与展望未来.................................................................................33 6.1 研究不足...........................................................................................33 6.2 研究展望...........................................................................................33