The Research On The Relationship Between Job Burnout And Organizational Factors To Emotional Labor Of Commercial Bank Employees

To get an advantage in competition in the long run, the service industry has been incorporating the "emotional labor" into itself, and meanwhile, it has also realized that customers can only be affected and kept by outstanding service. This trend of development will be embodied more obviously among commercial banks.According to Hochschild, the work of commercial banks belongs typically to the industry that involves in emotional labor. Workers of commercial banks, more often than not, have to contact their customers face to face or through telephones, and it takes energy to adjust service attitude as well as to consider customers’ emotion; at the same time, commercial banks have a set of standards on their employees’ etiquette, attitude and the handling of work. Therefore, the dissertation, mainly through looking at the employees of commercial banks, discussed the relationship between emotional labor and its related variables.From the examples of emotional labor of the employees, the dissertation studied the effects of emotional labor on employees’ job burnout (outcome variable of emotional labor on individual level), and the effects of organizational factors--antecedent variable of emotional labor--on the relation between emotional labor and job burnout. The paper mainly covered the following aspects:(1) Effects of surface acting and deep acting on job burnout;(2) Effects of job autonomy, training, supervisors’ support and colleagues’ support on individual job burnout;(3) In the framework of emotional labor constructed by Grandey (2000), the former antecedent variable--organizational factors(job autonomy, supervisors’ support and colleagues’ support)--was put into the model as regulating variable to analyze its effect on job burnout.The paper tried to study the intervention of organization on employees’ emotional labor, analyze the effects on job burnout under such intervention, and figure out the impact on employees’ work performance and both physical and psychological health.With the help of the statistical software SPSS, through analyzing related data, it can be concluded as follows:(1) Under gender variable, there is no obvious difference within organizational factors, emotional labor and job burnout.(2) There is an obvious difference within colleagues’ support under age variable, while no obvious difference under job autonomy, supervisors’ support and training; there is no obvious difference within emotional labor and job burnout under the variable of age.(3) Under the variable of length of service, there is no obvious difference within organizational factors; while an obvious difference within deep acting under the variable of length of service; an obvious difference within emotional exhaustion and reduced personal accomplishment, while no obvious difference within cynicism.(4) Under the variable of education, there is no obvious difference within organizational factors and emotional labor; there is an obvious difference within reduced personal accomplishment, yet without explicit trend.(5) There is an obvious negative correlation between job autonomy and job burnout; there is an obvious negative correlation between colleagues’ support and emotional exhaustion; there is an obvious negative correlation between supervisors’ support and emotional exhaustion, reduced personal accomplishment; there is an obvious negative correlation between training and emotional exhaustion.(6) There is an obvious positive correlation between surface acting and emotional exhaustion, cynicism., while there is no obvious correlation with reduced personal accomplishment; there is an obvious negative correlation between deep acting and job burnout.(7) Organizational factors have effects on the relationship between emotional labor and job burnout.