The Study On The Cross-level Influence Of Emotion Display Rules And Emotion Labor On Negative Work Behavior

With the rapid development of service industry in China, emotional problems inorganization have become the frontier issues of the organizational behavior research.How to effectively guide, regulate and stimulate employee’s behavior has aroused themutual concern of theoretical and practical fields. Based on the conservation ofresource theory, cybernetics, action theory and affective events theory, this studyanalyzes the research literature of emotion labor, emotional display rules, affect andnegative work behavior. Four studies will be conducted in this research.The first study: building the mechanism model of emotion display rules, emotionlabor and work behavior. Based on the conservation of resource theory, cybernetics,action theory and affective events theory, we built emotion labor model tocomprehensive analyze the mechanism of emotion display rules, emotion labor andwork behavior. Because the work environment and work events will effect employee’semotion, we used affective events theory to analyze the effect of employee’s emotionon their work attitude and behavior, aiming at explaining the constantly changes ofemotion, concerning the causes of emotional changes and its results. Throughcybernetics, employees will compare their perception of emotion display with theorganization requirements of emotion display. Then they can find the differences,constantly regulate and control their emotion to performance the emotion andbehavior which meets the organization requirements. According to the conservation ofresource theory, we explained the consumption of resources and its positive andnegative effects on employees work via the view of the supply and demand ofresource. Then we used action theory to explore the differences of employees insurface acting and deep acting, which can explain inputs of resources of emotion labor,and its effects on individual behaviors.The second study: the empirical study of the effects of emotion display rules onemotion labor. We chose bank tellers as research object, using questionnaire to collectdata, and explored the effects of emotion display rules on the emotion labor. Wedistributed500questionnaires to commercial banks tellers in Hunan, Guangdong,Zhejiang and Guangxi Province, using factor analysis and regression analysis toanalyze390valid questionnaires. The research results indicated that:(1) theperception of display rules to express positive emotion has significantly positive effect on deep acting, while it has opposite effect on surface acting;(2) the perceptionof display rules to suppress negative emotion has a negative role in deep acting andpositive effect on surface acting;(3) relative to surface acting,the relationshipbetween the perception of display rules to express positive emotion and deep acting ismore relevant;(4) compared with deep acting, the relationship between the perceptionof display rules to suppress negative emotion and surface acting is more significant;(5) the demographic variables (age, length of work) has significant effects on therelationship between emotion display rules perception and emotion labor.The third study: the mechanism analysis of the influence of emotion labor andaffect on negative work behavior. On the basis of the aforementioned studies, usingthe conservation of resources theory and affective events theory, we discussed therelationships between emotion labor, affect and negative work behavior. At the sametime we considered the demographic variables (gender, educational level and age) asmoderator variable to analysis the work mechanisms of emotion labor, affect andnegative work behavior, make theoretical assumptions of the cross-level research.The fourth study: the cross-level research of the influence of emotion labor andaffect on negative work behavior. On the basis of the amendments of emotion labor,affect and negative work behavior scale, using390valid survey data, we tested themodel of emotion labor, affect and negative work behavior. This study usedmultivariate statistical regression, hierarchical linear models, and structural equationmodeling research methods to test the hypothesis. Research results indicated that:(1)surface acting is positive related to the increasing of negative affect, but deep actingis positive related to the increasing of positive affect;(2) deep acting has negativeeffect on negative work behavior, while surface acting’s effects are not significantly;(3) positive affect can regulate the mutual relationship between emotion labor andnegative work behavior;(4) demographic variables (gender, age and qualifications)have partly regulation role in this model.Finally, this research summarized the main findings, advances in theory andmanagement practices, pointed out the deficiencies of this study, as well as issues forfurther research.