Research On The Relationship Between Emotional Labor, Team Emotional Climate And Burnout Of Employee Of Service Industy

With the development of the economic system reform, service industry developedrapidly in our country. The particularity of service industry makes the employees worked withmore emotional labor, which may cause disease of the physical and mental health ofemployees, job burnout and hinder the development of enterprise. So how to reduce thenegative effect of emotional labor become sharper focus in recent days. According toConservation of resource theory and the broaden-and-build theory of positive emotions, thisstudy used Hierarchical regression analysis, Hierarchical linear model (HLM) and othermethods to analyze the influence of emotional climate on the relationship between emotionallabor and job burnout at the individual level and group level.By convenient sampling method, this study investigated376team members of46unitsin22company from Beijing. Research includes two parts: research1investigated themoderating effect of team emotional climate on the relationship between emotional labor andjob burnout at the individual level, according to the viewpoint of cognitive schemata, research1explores personal perception of team emotional climate without considering differencesbetween the teams. From the viewpoint of Shared perception of each group, consideringdifferences between team, research2explored team emotional climate at the group leveladjustment by HLM.The results of research1showed that:(1) The deep acting of emotional labor arenegatively related to burnout and each dimension of it;The surface acting of emotional laborare positively related to burnout and each dimension of it;(2) Positive emotional climatemoderates the relationship between deep acting and burnout; the negative relationship isstrengthened when positive emotional climate is lower, and is weakened when positiveemotional climate is higher;（3）Negative emotional climate moderates the relationshipbetween surface acting and burnout; the positive relationship is strengthened when negativeemotional climate is higher, and is weakened when negative emotional climate is lower. Research2found that:（1） Positive emotional climate in group level lead to thedepersonalization differences between the different teams. Negative emotional climate ingroup level lead to the depersonalization differences between the different teams.（2）Teampositive emotional climate and negative emotional climate are moderator variable of thepositive relationship between surface acting and depersonalization. Team positive emotionalclimate reduce the positive relationship between surface acting and depersonalization. Teamnegative emotional climate strengthen the positive relationship between surface acting anddepersonalization.