The Management Of Emotional Labor Of The Employees In Service Industry

In the last twenty years, service industry keeps growing at high speed in China, meanwhile becomes one of the main developing directions of Chinese future national economy. However, incompatible with the high-developing condition, the research on service industry is still in the embryonic stage. All the previous researches only mechanically apply those theory of industrial enterprise management to service industry, without fully considering the uniqueness of service industry, or merely limit themselves on the strategic level of choosing working situation, without fully involving all the functional fields in service industry. As time goes into 1970s when theoretical researchers and practical workers changed their researching interests to emotional problems, people began to pay attention to employees'emotional problems gradually, especially in service industry. That is because service industry itself has such characteristics as vanishing easily, being intangible, changeable, moreover in this area the producing process is identical and unseperate with consumption. As the first line workers are facing plenty of emotional labor and the research on enterprise management also focus on emotional worker of the labors, human resource management needs to make it work efficiently on the discrete emotional labor. However, this point is ignored by academic area. This is the research question of this MA thesis, which is how to manage the first-line workers'emotion in the daily life human resource management. This thesis first tries to introduce the concept, characteristics and representation of emotional labor. Emotional labor refers to the workers manage their emotions, oppress them or disguise them to make facial...