An Empirical Study Of The Influence Of Employee’s Meta-Mood On Service Performance

Meta-mood is ability about self-attention and self-thinking of feelings, evaluation and expression of feelings, and the regulation of positive emotion and negative emoton, which is developed from emotion intelligence. Study of Meta-mood in Psychology has been nearly 20 years, and previous studies were limited are bound to emotional educaton in families and psychological adjustmeng in workplace or campus. As psychology approach of employee has grown more diverse and strengthen of humanistic management, more and more HRMs are beginning to pay attention to emotional management of employees, they fully aware of the importance that emoton can poduce great impact on safety, customer feedback, economic benefit, corporate cultural and stabiliy of employees, which provides good chances and conditions for the study of meta-mood in organizational environment.Front-line staffs in 20 service enterprises of Shanghai, Guangzhou, Shenyang, Dalian, Yantai and Dandong were chosen as study sample, the study discussed differences of meta-mood amang kinds of enterprises with different characters and different persons, the effects of meta-mood on service performance and the mediating role of organizational commitment by means of theory analysis and empirical research. SPSS16.0 and AMOS18.0 statistical softwares were used to analyse the data, and 6 conclusions were obtained:(1) Front-line staffs from different service categories with different education have distinct differences in meta-mood level and each dimesion, staffs with different age have distinct differences in attention to feelings and emtion regulation, staffs from different enterprises with different scale have distinct differences in meta-mood and emtion regulation, (2) Meta-mood level has a positive impact on service performance, (3) Meta-mood level has a positive impact on organizational commitment, (4)Organizational commitment has a positive impact on service performance, (5) Organizational commitment partial mediated the relationship between meta-mood level and service performance.According research results, at the time HRMs in service enterprises realize the problems of employee’s emtion, they should establish alarm mechanism in stages; Staffs with different education and age can be arranged together in human resource allocation, inorder to promote emotional guidance and release in informal group, and specific measures based on service categories and scales are needed; HRMs can actively maximize the influence of mete-mood to improve the sense of organizational belongings and acceptance and reduce turnover; They can also breaks the goals down to improve organizational commitment level through implementation of meta-mood strategy, and the performance is improved through organizational commitment, then an organic meta-mood oriented system of performance improvement is eventually formed.