A Research On The Effect Of Emotional Labor On Employees’ Job Satisfaction In The Service Industry

China is now in an important period of industrial strategic transformation and upgrading.Services sector accounted for the increasing proportion of the national economy.Unlike traditional manufacturing, service has its own particularity. Thus, in the service sector employees have to inevitably face a lot of emotional self-control inevitably. The concept of emotional labor emerged. In order to obtain compensation from the organization, workers should carry out emotional labor every day. Therefore, the study of emotional labor is of practical significance. Relevant research results at home and abroad show that emotional labor will affect many variables, including job satisfaction and self-efficacy. There are different strategies to choose from in the emotional labor process, and their impact on job satisfaction is not the same.This article will attempt to explore how different emotinal labor stratagies affect job satisfaction.At the same time, using right emotinal labor strategies will improve emploees’confidence,which is named self-efficacy.And high self-efficacy will cause high job satisfaction.So we will explore the intermediary role of self-efficacy between emotional labor strategies and job satisfaction.This study analyzes the impact of emotional labor strategies for service workers’job satisfaction. We also discuss the impact of self-efficacy for service workers’ job satisfaction about the process and mechanisms. On the basis of past research analysis on emotional labor and job satisfaction, we proposed hypothesis and then carry out data collection and collation through a questionnaire survey. We tend to explore how emotional labor stratagy affects emploees’job satisfaction in service industry. Empirical results show that:the surface acting strategy in emotional labor strategy has significant negative effect on job satisfaction. But both the deep acting strategy and the natural acting strategy have a significant positive effect on job satisfaction; Self-efficacy has significant positive impact on the service sector employees’job satisfaction, and self-efficacy partially mediates between the three dimensions of emotional labor strategies and job satisfaction. This study attempts to analyze from the following six sections:The first part is the introduction.This section describes the background simply and points out the significance, research ideas and methods and possible innovations. Finally, we draw a technology roadmap.The second part is the literature review. This section details scholars’ research about concept and dimensions delineation of emotional labor, self-efficacy and job satisfaction.The third part is the theoretical analysis and research hypotheses. This part analyzes the relationship between these three variables.Based on this,we put forward reasonable hypotheses and build the research model.The fourth part is the study design and questionnaire verification analysis. This section is mainly to design relevant variables’ scientific and rational questionnaire on base of the mature scale.Then we go to the service companies to deliver questionnaires and recovery them.At last we choose effective data to test the reliability and validity of the scale.The fifth part is the empirical analysis. First of all,we analyze the correlation between emotional labor strategy, self-efficacy and job satisfaction.Then we analyze regression effect between emotional labor strategy and employees’job satisfaction. Finally we analyze the intermediary role of self-efficacy.The sixth part manly gets the conclusion,management advice and research prospects of the study. As the last part of this article, it mainly summarizes the results of this paper according to empirical analysis. At last we put forward the corresponding management recommendations to provide a reference for emploees and business managers.