The Research On Relationship Of Employees’ Emotional Labor, Job Burnout And Turnover Intention In Hotels

With the development of the global economic, the structure of economic have adramatic change. The proportion and development speed of the service sector in of theeconomic structure increases significantly faster, but there is a high rate of workingpressure, working burnout and turnover that due to the development of the serviceindustry. In this paper, the real research, we explore the relationship between the hotelattendant emotional labor, burnout and turnover intentions by waiters of ChangChun’s four restaurants, which provide solutions for managers to solve staffs’ problemof emotional labor,burnout and turnout.In this paper, we made staff of four hotels from Changchun as the sample bywhich we found that different personal characteristics waiters have different choicesof emotional labor. The dimensions of emotional labor have some relevance andsignificant impact on dimensions of job burnout.The dimensions of job burnout havesome relevance and significant impact on turnover intention.We made emotional laborscale, burnout scale, and turnover intention scale as measurement tools,madeSPSS17.0as statistical tools, made exploratory factor analysis, correlation analysis,regression analysis as analytical tools to explore the relationship of emotionallabor.Conclusions are as follows:First, the emotional labor in different personal characteristics (gender, age,education, length of service, marital status) has significant differences. Women aremore likely to adopt a deep acting and expression of genuine emotion than men,younger employees tend to choose expression of genuine emotion. The moderate ageemployees of the sample tend to choose deep acting, older employees tend to choosethe surface play. Lower academic qualifications employees tend to real performance,slightly higher educated employees tend to choose deep play. Working age has thesame effect as age. Un married attendants tend to true performance.Second, emotional labor affect burnout, which surface play has positive impact of emotional exhaustion, individuation and reduced personal accomplishment. Deepplay of emotional labor has negative impact of emotional exhaustion, individuationand reduced personal accomplishment by on correlation analysis. By regression analysis,the surface acting plays a positive influence on the three dimensions of burnout, deepacting plays a negative impact on the role of a true representation of the burnout hadno significant effect on the three dimensions of burnout.Third, job burnout affect turnover intention, which, emotional exhaustion have apositive impact on turnover intentions, reducing personal accomplishment positivehave a positive impact on turnover intentions by on correlation analysis. By regressionanalysis, job burnout in emotional exhaustion, reduced personal accomplishment that has apositive effect on turnover intention,the effect of depersonalization on turnover intention was notsignificant.Fourth, job burnout is a mediate variable between emotional labor and turnoverintention. Path analysis to verify the emotional labor has impact on turnover intention by jobburnout.