Impact Of Negative Emotional Events Attribution On Emotional Labor Strategies

Since the reform and opening up, along with the economic system continued to deepen, service industry play an important role in our national economy. There is a growing advocacy quality of life, therefore, service industry becomes more important. For service enterprises, wanting to stand out in the increasingly fierce competition, quality of service has become the core competitiveness. If you want to enhance quality of service to attract enough attention, you need to put Emphasis on staff. Employees in the service process will encounter different negative emotional events. Negative emotional events attributed to trigger employees to choose a different emotional labor strategies (self-attributed, others-attributed, situational-attributed).This stuy get down to research through investing and analyzing330employees from the tourism industry and insurance industry, the results of the study show that: Service employees perceive the higher the negative emotional events attributed the extent of the customer service interaction, the greater the likelihood of service employees to select the surface performance strategy to express the emotions of the organizational requirements, anger fully mediated the negative emotional events and surface performance between the strategies attributed to the customer. Service employees perceive the service interaction in a negative emotional event attributed to yourself, Services employees more inclined to the select the deep performances strategies and the true expression of emotional labor strategy the expression of tissue requirements the emotional, guilt emotions partially mediated by attributed to the negative emotional events and the expression of genuine emotion performances strategy. Service employees perceive a higher degree of negative emotional events in the service interaction attributed to the situation, service employees are more likely to choose the deep performances strategy to express the emotions of the organizational requirements, partial mediator of the sympathetic attributed to the situation of negative emotional events and deep performances.The above research conclusions not only extends the emotional labor theory research scope, deepening the understanding of the emotional labor theory, but also provides some theoretical guidances for the service enterprise management for practice.