A Study On The Relationship Between Emotional Labor And Job Satisfaction Of Bank Teller - The Regulating Effect Of Emotional Performance Rules

Front-line service employees should not only pay manual labor and mental labor, but also pay lots of emotional labor, and employees’ emotional labor will be influenced by personal factors and organizational factors, among them, the display rules as a criterion that asks employees to express appropriate emotions, has significant effect on employees’ emotional labor, In addition, the existing research shows that there is a relationship between emotional labor and job satisfaction, display rules and job satisfaction of the front-line service employees, the emphasis of the study is to find if there is a moderator between display rule and the relationship of emotional labor and job satisfaction. This paper will study two relationships: emotional labor and job satisfaction, display rules and job satisfaction of the bank tellers, and put emphasis on the study of display rule as a moderator between emotional labor and job satisfaction.343bank tellers of the Beijing area took part in the survey, after a series of data statistical analysis; this thesis draws to the following main conclusions:Firstly, the display rules and emotional labor of bank tellers have significant differences in gender. Compared to men, women are more likely to perceive positive emotions display rules and choose the surface acting.Secondly, The relationship between display rules and job satisfaction of the bank teller is that: Perform positive emotion of display rule is positively related with job satisfaction, Restrain negative emotion of display rule is negatively related with job satisfaction.Thirdly, The relationship between emotional labor and job satisfaction of the bank teller is that: There is a significant negative correlation between surface acting and job satisfaction, including its three dimensions; There is a significant positive correlation between deep acting and job satisfaction, including its three dimensions.Then, the key of the study is to verify if display rule is a moderator between emotional labor and job satisfaction of the bank teller. Our conclusions are: perform positive emotion of display rule plays a positive moderator between deep acting and job satisfaction; Restrain negative emotion of display rule plays a positive moderator between surface acting and job satisfaction.Finally, on the basis of the research conclusion, the author puts forward some suggestions for the banking industry, even the tertiary industry, about how to manage the front-line service employees effectively, and implications for future research were also discussed at the end.