Influence Of Organization Resource To Work Performance

The monotonous and repeated work, a highly nervous state of mind and occupation injury, this is the general impression of customer service center. Now, the industry characters of customer service center are the high work pressure and turnover rate. The average turnover rate of whole industry is more than30%. International express delivery industry also is the service industry, the customer service center is one of the important work content services, customer service and efficient operation of the health has an important significance for T company because the main strategy of T company is pay more attention to customer experience and provide the good service to customer.The objective of this study is the staff of customer service center of T company, main research process is to analyze the influence by organization resource to the emotional labor and work performance of contact center staffs, and the moderate role by emotional labor between organization resource and work performance provides the reference for the optimization of talent management environment and system, to help organization to achieve the organization’s objectives.After analyzing the data SPSS16.0analysis, we can draw the conclusions:(1) The Organizational Resources is positively related to emotional labor;(2) organizational resources is positively related to work performance, when employees feel and support to the organization, the absenteeism and turnover will be reduced and improve the working performance;(3) Deep acting is positively related to work performance, Surface acting is non-related to work performance;(4)Deep acting has mediating effect between organization resource and work performance, but surface acting doesn’t play the mediation role between organization and work performance. Therefore, organizations need to take targeted measures on organizational resources, working environment, and employee occupation development, information system and so on based on the emotional labor and job characteristics of employees. If necessary, make a strategic shift to the customer service center through market research and investigation.