Organizational Support, Studies The Relationship Between Organizational Culture Identity And Emotions

With the homogeneous competition in products,price and promotion increasingly growing among enterprises, the level of service quality is a critical point for many enterprises in gaining the advantage of differentiation competition.There are many factors affecting services quality in service industry,but as many scholars point out,the emotional state of employees in the workplace has a direct influence on the customers’ recognition of quality of service products.Therefore, the emotion work from employees is a key link in keeping differentiation competitive advantage in enterprises. As emotion work has the tool function for enterprises, according to the consistent degree between one’s emotional expressions and emotional feelings in the workplace,it can be divided into deep acting and surface acting. Compared with surface acting, deep acting is not only good for enterprise, but also is advantageous to the employee’s individual physical and mental health. So it is very important for organizations, managers and employees to reserch the antecedent factors and mechanism of emotion work to motivate deep acting and reduce surface acting.Emotion work affected by organizational and individual factors has reached a consensus.But many focusing on the effect of the individual or organizational factor on emotion work isolatedly in previous studies,few scholars combine the organizationa and individual factors to analyse their effect on the mechanism of emotion work.Based on the qualitative relationship study between organizational support and emotion work by Grandy in2000,the reseach will study the relationship among the variables of organizational support,organizational cultural identification and emotion work from the perspective of self-determination theory,and explore the mediating role of organizational cultural identification on the relationship between organizational support and emotion work through combination of theoretical analysis and empirical test,and reveal the effects of the inner dimensions of organizational support on emotion work.Results of the reseach will make an important guiding significance to optimize the atmosphere of organizational culture and improve organizational support to inspire employee’s deep acting.Firstly, based on the different views of the current domestic and foreign scholars’s research of organizational support,organizational cultural identification and emotion work, this article reviews the previous theoretical study,and defines the related concept in the paper,divided the organizational support into colleague support,superior support and enterprise support,divided organizational cultural identification into cognitive cultural identification,affective cultural identification behavioral cultural identification,divided emotion work into surface acting and deep acting.Secondly,the reseach analysises the relationship among the variables of organizational support,organizational cultural identification and emotion work from the theoretical level,and then puts forward the hypotheses by the logical deduction,and verifies the proposed hypothesis based on the empirical reseach and statistical analysis later.The analysis results show:(1) that colleague support,superior support and enterprise support has negative impact on the surface acting during emotion work,and superior support,enterprise support has positive influence on the deep acting during emotion work;(2)that the behavioral identification dimension of organizational culture identification can effectively control the surface acting,and cognitive cultural identification,affective cultural identification behavioral cultural identification can effectively motivate deep acting;(3)that organizational culture identification plays a patially mediating role between organizational support and surface and deep acting.Finally,according to the conculsion,the author proposes the advices and measures from the perspect of enterprise management to strengthen employees’organizational cultural identification,and then to motivate the deep acting and reduce surface acting during emotion work,mainly including:fostering the family culture,building the open communication system,providind the required facilities for work convenience,pay attention to staff training and development, expanding work autonomy of staff.Combined the organizational and individual factor,the innovation of the study establishes a interactional theoretical model of the organization-individual-emotion work by theoretical and empirical reseach.The study explores the internal mechanism of how organizational support impacts emotion work, indicating the value of organizatonal cultural identification in enterprise management, expanding and enriching the theoretical reseach of emotion work;meaning;also,in management practices,according to the conclusions,put forward the management advices for reference.