Ambiguity, appraisal, and affect: examining the connections between goal perceptions, emotional labour, and exhaustion
基于认知评估理论，研究美国政府机构中员工的目标感知与情绪劳动如何共同影响情绪耗竭，发现高情绪工作要求下目标特征更具威胁性。
Although public management scholars have examined the causes and consequences of goal ambiguity in public organizations, we know less about how goal perceptions intersect with emotional labour (EL) to shape attitudes in the public workplace. To address this gap, we draw from appraisal theory to examine the connection between goal perceptions and EL in U.S. government agencies. We then explore how these two concepts work in concert to shape one aspect of burnout, emotional exhaustion. Our evidence suggests that goal perceptions and EL interact such that goal characteristics appear more threatening under heavy emotional work demands.