新冠疫情下服務業領導責任心如何影響焦慮的員工？ ——來自澳門的實證研究

This study investigates service employees’ subjective happiness under the conditions of anxiety during the COVID-19 pandemic, which may influence employees’ busy mindset and leader’s conscientiousness. This study also explores the relationship between employee anxiety and subjective happiness and the mediating effects of different levels of employee anxiety. The data of 300+ service employees and 70+ team leaders were collected via three waves of survey, in April (Time 1), May (Time 2) and June (Time 3) in 2020, with an interval of four weeks between each time-point. Data analyses were conducted by using hierarchical linear modelling. Result shows that employees’ busy mindset can increase their anxiety and decrease the subjective happiness ultimately during the COVID-19 pandemic, while leader conscientiousness can help remedy the negative outcome of anxiety on subjective happiness. The findings provide the empirical reference and practical suggestions to service employees and senior executives in the service industry. Leadership responsibility can significantly help employees overcome anxiety, improve their well-being, and respond positively to the sudden changes in the work environment under the new pandemic.