A Study On The Relationship Among Emotional Labor, Emotional Exhaustion And Mental Health About Retail Industry Employee

Many studies on Emotional labor have been done during the past 20 years in western organizational behavior research fields and Chinese researchers have now become interested in it as well. Emotional Labor has important effect on job of service industry. As we all known,retail industry is one of service industries which developed quickly in the world. Therefore, it is necessary to explore the circumstances of emotional labor about retail industry employees. On the basis of sum-up and pack-up of the domestic and foreign relevant research and literatures of emotional labor, The study explored the relations among emotional labor, emotional exhaustion and mental health with the methods of interview, questionnaire survey, Exploratory Factor Analysis and Confirmatory Factor Analysis, Regression Analysis and Structural Equation Modeling. The study obtained conclusions as follows:Firstly, deep acting—one dimensionality of the emotional labor has negative relevance with emotional exhaustion and may forecast emotional exhaustion.Secondly, there exits remarkable relevance between deep acting and depression, anxiety and deep acting may forecast depression and anxiety.Thirdly, emotional exhaustion acts as the mediator between the emotional labor and mental health.Fourthly, multiple differences in demographic variables such as gender, age, position and so on, have been found on emotional labor, emotional exhaustion and mental health. There are several new ideas brought forth by this paper as follows:This study explored the circumstances of retail industry employees'emotional labor. Furthermore, the paper combined emotional labor, emotional exhaustion and mental health, probed their relationship and the mediating effect of emotional exhaustion between emotional labor and mental health. A structural modeling has been established and validated.Implications for future research are discussed.