Research On The Impact Path Of Servant Leadership On Employee's Emotional Labor ——Based On The Perspective Of Social Relations

The hospitality industry plays an increasingly prominent role in the national economy.With the improvement of people's living standards,the service requirements for the hospitality industry have become higher and higher.The entry of foreign hotel brands also makes the domestic hotel industry face unprecedented fierce competition.How to gain unique advantages in the increasingly competitive hotel market has become a key issue for various organizations in the hospitality industry.Renowned hotel manager Curtis Samuels once said:"As a hotel itself,any hotel has nothing special in essence.Therefore,in order to stand out from the competition in the hospitality industry,you must have the courage to improve your service level." The level of service is very important to the development of the hospitality industry,and the front-line employees of the hospitality industry are the main body to provide services for customers.How to motivate employees to improve their service performance will greatly improve the overall service level of the hotel.In actual work,the performance of employees has an important relationship with the attitude and style of their superiors.As a leadership style that can calm employee's bad emotions and stimulate employees to carry out positive emotional labor,servant leadership has been concerned by more and more scholars.At the same time,the research on the relationship between servant leadership and employee's emotional labor has important practical significance for guiding the hotel industry to better improve customer service experience.Therefore,this study intends to apply the theory of resource conservation and social exchange theory,and from the perspective of social relations,comprehensively apply multi-level linear models and fuzzy set qualitative comparative analysis methods,focusing on the impact of servant leadership on emotional labor of front-line employees in the hotel industry.This paper aims to address the following research issues:1.What is the path of the relationship between servant leadership and employee's emotional labor?2.Is there any external boundary condition and how does it affect the relationship between servant leadership and employee's emotional labor?3.Can the effect of servant leadership on employee's emotional labor only be one-to-one linear path in traditional statistical analysis?Considering the feasibility of application practice,can other mediating variables in the traditional analysis model appear in different combinations and play a role in the relationship between servant leadership and employee's emotional labor?Through the empirical study of this model,we find that:First,the servant leadership has an important impact on which emotional labor form employees take,and the servant leadership can affect employee's emotional labor from the leader-member exchange relationship path at the team level,or through the team-member exchange at the individual level.Second,servant leadership can affect differential climate at the team level,which can affect employee's emotional labor.And as an important external relationship variable,differential climate plays a catalytic role between employee's relationship identity and emotional labor.Third,for employees with different forms of emotional labor,the combination of factors that lead to their specific emotional behavior is not unique,that is,organizations or teams can flexibly adjust and implement their own management strategies.Fourth,if you want to trigger an employee to have some kind of emotional behavior,the factors that are conducive to the behavior must be coordinated.This research aims to analyze the effect path of servant leadership on employee's emotional behavior through empirical research based on theory.And its research innovation is mainly reflected in:First,from the perspective of social relations,this study found the path variables of the impact of servant leadership on employee's emotional labor by building a theoretical model,and explored the situational conditions.Based on the theory of resource conservation and the relationship phenomena in traditional Chinese culture,this paper provides a new research perspective for the relationship between leadership and employee behavior.Second,this study extends the research of servant leadership and emotional labor from individual level to team level,and also from linear relationship to combination relationship.This research expands a new path from theoretical research to practical application,extends the depth of theoretical model analysis,and provides a new way for the study of causality.