The Research On Emotional Labor Of Petition Staff

Nowadays,emotional labor is a forward topic of Organizational Behavior Subject,scholars in our country start lately to research emotional labor,especially for emotional labor of the petition staff.The quality of petition work is directly related to nation's stability and society's harmony.The staff in petition department who always meet different kinds of petitioners with complain and anger suffer amounts of negative emotion and mental pressure,then the staff could be damaged mentally and physically.Based on forefathers'research,the thesis is aimed at discussing the petition staff's emotional labor and the relationship among emotional labor,organizational support and work stress.First of all,the thesis gets to know current situation of emotional labor research through review of relevant literature,then proposes the research hypothesis;secondly,gets to know the petition staff's emotional labor,organizational support and work stress by personal interview with 7 petition staff from Songjiang District;finally,by using questionnaire survey responses from 220 petition staff in Qingpu District,Songjiang District and Jinshan District,to get statistics through descriptive analysis,correlation analysis and regression analysis of PASW 18.0.The thesis mainly obtained conclusions as follows:1.Through confirmatory analysis of questionnaire survey and personal interview with petition staff,we can get three dimensions of emotional labor strategies:surface acting,deep acting and expression of naturally felt emotions.2.Three emotional labor strategies make influence on petition staff's work stress or part:suface acting is positively related to work stress;deep acting is negatively related to low-self-esteem;naturally acting is positively related to anxiety,negatively related to melancholy and low-self-esteem.3.Organizational support is negatively related to work stress of the petition staff.4.Organizational support negatively moderates the relationship between surface acting and tiredness;positively moderates the relationship between surface acting and low-self-esteem.Through the thesis,we can mainly know the situation of petition staff's emotional labor and the relationship among emotional labor,organizational support and work stress.The thesis also provides us with facts and suggestions to enhance emotional self-regulation of petition staff,to improve mental health of petition staff,to raise work performance of petition department and satisfaction of petitioners.