The Research On Effects Of Employees' Emotional Labor On Turnover Intention In Service Business

The term "Emotional labor" is coined by social psychologist Hochschild in 1983. In the fast development of service industry,reseachers and organization practicers attach much importance to employee's emotional labor.This research investigates the effects of emotional labor on tumover intention in a framework made up of emotional labor, job burnout,job satisfaction and turnover intention.The method of this research is questionnaire survey.The survey subjects come from accommodation and catering industry,retail industry,medical and health industry,communication service industry, ect.The data collected are analyzed by exploratory factor analysis,correlation analysis, regression analysis,structural equation modeling and so on.The conclusions obtained by this research are as follow:First,Deep acting and expression of genuine emotions as dimensions of emotional labor has found differences in sex;Emotional exhaustion as a dimension of job burnout has found differences in degree,vocation and job post;Depersonalization as a dimension of job burnout has found differences in sex and age;Diminished personal accomplishment as a dimension of job burnout has found differences in sex,age and marriage;Job satisfaction have found differences in sex,age,marriage,degree and vocation;Tumover intention have found differences in age,vocation,job post and tenure.Second,Surface acting as a dimension of emotional labor has positive relationships with the three dimensions of job burnout,and also positive relationship with turnover intention,and negative relationship with job satisfaction;Deep acting and expression of genuine emotions as dimensions of emotional labor has negative relationships with the three dimensions of job burnout,and also negative relationship with turnover intention, and positive relationship with job satisfaction;Job satisfaction correlates negatively with turnover intention.Third,Surface acting affects emotional exhaustion,depersonalization,diminished personal accomplishment and turnover intention positively,and affects job satisfaction negatively;Deep acting affects emotional exhaustion,depersonalization and diminished personal accomplishment negatively,and affects job satisfaction positively;Expression of genuine emotions affects job satisfaction positively,and affects turnover intention negatively;Emotional exhaustion and diminished personal accomplishment affects job satisfaction negatively,and turnover intention positively;Job satisfaction affects turnover intention negatively.Fourth,The effects of surface acting and deep acting on job satisfaction are mediated by Emotional exhaustion and diminished personal accomplishment;The effects of Emotional exhaustion and diminished personal accomplishment on turnover intention are mediated by job satisfaction;Job satisfaction mediates the relationship between deep acting and turnover intention.Fifth,Emotional labor affects turnover intention through job burnout and job satisfaction;That is,emotional labor affects turnover intention by a serial of paths. Totally,there are two kinds of paths.One is the paths from surface acting to turnover intention;The other is the paths from deep acting to turnover intention.Moreover,based on the manner of deep acting's effects on turnover intention.The second kind of paths can fall into two categories again.The first category is that deep acting affects turnover intention through job burnout,which furtherly affects turnover intention through job satisfaction;The second category is that deep acting affects turnover intention only through job satisfaction.This research confirms the three dimension construct of emotional labor,and constructs a structural equation model to explain how emotional labor affects turnover intention.Meanwhile,this research proposes some corresponding suggestions for organizational management.