Whether Emotional Labor Can Lead To Counter-productive Behavior? ,

Counterproductive work behaviors, which include any actions that employees engage in that harm their organization or organization members, have recently emerged as an important research topic in industrial and organizational psychology. Given the serious nature of these behaviors, it should be no surprise that research has found that counterproductive work behaviors have important implications for the well-being of organizations and their members. Studies have shown, for example, that theft alone costs U.S. organizations several billion dollars annually. Total losses caused by the other forms of counterproductive work behaviors are likely to be staggering. Because of the important practical implications of counterproductive work behaviors, it is important for us to study the nature of these behaviors. Through the literature search, we found that there are so many studies on counterproductive work behaviors in western countries, but the study in China is very few, and there is no research that have studied the relationship between emotional labor and counterproductive work behaviors. Based on the job demands—resources model, the present study has explored the relationship between people's emotional labor and counterproductive work behaviors, as well as the influences of emotional exhaustion and psychological capital.Using method of literature search and questionnaire survey, the present study have analyzed454samples which comes from several industry enterprises(such as economics, securities business, medical treatment, insurance, sales, hospitality industry, education training and etc) in four cities(Beijing, Shanghai, Xi'an, Yinchuan). This study explored the relationship of emotional labor, emotional exhaustion, psychological capital and counterproductive work behaviors in service staff. According to the results of the study, we also give some advice to service organizations on management practice. At the end of the article, the limitations of this study and the future direction have been discussed.In particular, this research mainly found the following results:First, service staff's counterproductive work behaviors have significant differences in gender, educational background and positions; but on the variable of age, martial status, working age and industry category, there is not significantly difference.Second, emotional labor significantly predicts counterproductive work behaviors. In particular, the surface acting positively predict the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors; the deep acting negatively predict the counterproductive work behaviors, also negatively predict the three dimensions of counterproductive work behaviors.Third, the surface acting positively predicts emotional exhaustion, but the deep acting plays no prediction on emotional exhaustion.Fourth, emotional exhaustion positively predicts the counterproductive work behaviors. In particular, the emotional exhaustion positively predicts the counterproductive work behaviors, also positively predict the three dimensions of counterproductive work behaviors.Fifth, emotional exhaustion partial mediated the relationship between surface acting and counterproductive work behaviors, but mediated effect on the relationship between deep acting and counterproductive work behaviors is not significant.Sixth, psychological capital negatively predicts the counterproductive work behaviors. In particular, the psychological capital negatively predicts the counterproductive work behaviors, also negatively predicts the three dimensions of counterproductive work behaviors.Seventh, psychological capital moderates the relationship between surface acting and counterproductive work behaviors, but the moderating effect on the relationship between deep acting and counterproductive work behaviors is not significant.Thus, this study shows that the surface acting of emotional labor can lead to counterproductive work behaviors, but the deep acting can not, and the deep acting negatively predict counterproductive work behaviors. The surface acting can not only result in counterproductive work behaviors directly, but also can result in counterproductive work behaviors through emotional exhaustion. The psychological capital can weaken the link between the surface acting and counterproductive work behaviors.