The Research On Attendant’s Emotional Work And Its Effects To Organizational Commitment

In western organizational behavior research fields, emotional work have been done for more than20years. Emotional work means employees express the right emotion as the organizational expectations.In the research, I combine theoretical research and empirical research, using the method of survey, literature summarized and interviews to study the357attendants from Shanghai、 Lianyungang and Nanchang. And talked with20attendants between them. What I find in the research is below:1、 attendants have three emotional work like surface acting、 deep acting and natural acting at the same time, and what attendants feel is like the restaurant ask.3、 among the organization commitment, the affective commitment is highest and the economic commitment is the lowest.2、 Different gender、 ages and the marriage state differ the emotional work and organizational commitment.4、 surface acting has positive effects to economic commitment,and negative effects to the affective commitment; deep acting has positive effects to the affective and opportunity commitment, and negative effects to the future commitment; natural acting has positive effects to the future commitment.Based on the results and analysis, I will give advice from human resource management, including three parts:what attendant can do is improving his/her ability and knowledge; What the restaurants can do is managing positively; what the China Cuisine Association can do is guiding actively.