The Research On The Relationship Between Emotional Labor, Job Satisfaction And Work Performance Of Employee In Service Industry

Along with the deepening of economic restructuring, China's economy has undergone major changes in the industrial structure. Tertiary industry in the industrial structure occupies an ever greater proportion. Services in the tertiary industry occupy a prominent position. The "people-oriented" services concept and management philosophy gradually established. Expressing emotional behavior which accords with job requirements is encouraged by the public, society and culture. It becomes the organization and the staff the main way which wins in the competition. Under this background, as a way to enhance service quality and organizational performance, emotional labor has been given more and more emphasis. Through an empirical study of staff's emotional labor in service industry, this article plans to establish a theoretical model of emotional labor. In this model, we will test the reliability and validity of scale; process the obtained data by correlation analysis, stepwise regression analysis and path analysis and research on the factors of emotional Labor and the influence of emotional labor on individuals and organizations.Main conclusion:(1) Positive and negative affectivities can influence the employees' strategies of emotional labor. Positive emotional labors tend to choose deep acting; negative emotional labors tend to choose surface acting; self-monitoring may not influence the strategies of emotional labor significantly. Positive and negative affectivities can not influence work performance directly. However, it can influence the work performance indirectly by the strategies of emotional labor.(2)The choice of the strategies of emotional labor may influence individuals and organizations. Labors who choose deep acting will decrease emotional exhaustion, and obtain better work performance. Labors who choose surface acting will increase emotional exhaustion, and obtain worse work performance.(3) Emotional labor requirements will have a certain impact on the individual level, but on the organizational level insignificantly. The impact of emotional labor frequency on job satisfaction and emotion exhaustion is not obvious. However, the impact of emotional labor intensity on job satisfaction and emotion exhaustion is significant. Emotional high labor intensity significantly reduces employee job satisfaction, and attracts more emotional exhaustion. These two dimensions are not significantly affecting their work performance.(4) Staff job satisfaction and emotional exhaustion extent of its work will have a certain impact on performance. High job satisfaction will bring high performance, and emotional exhaustion will reduce staff performance;In this study, we research on the impact of emotional labor on job satisfaction, emotional exhaustion and work performance by empirical way. This article is a useful supplement of emotional labor Empirical Study in the country. It is important to the organizational management practice. It provides the full basis for staff recruitment, staff training and emotional labor management in the domestic services. And put forward a number of suggestions and proposals.