The Influence Of Commercial Bank Employees’ Emotional Labor On Job Performance

For a long time, emotion is often overlooked by management theory and practicalapplications. However, employees’ emotional labor has an important influence in the work,not only affect the employee’s personal health of body and mind, also affect the workperformance and the stable development of the organization. This study was based on thisbackground, the author select the commercial bank employees as the research object, explorethe employees’ emotional labor’s impact on job performance. Trying to figure out the status ofthe commercial bank employees’ emotional labor, job performance status and the intermediaryeffect of emotional exhaustion between them.The author puts forward the research idea of this paper and the research hypothesis onthe basis of the literature at home and abroad. Through the questionnaire survey, to obtain thefirst-hand data of this study. The survey covered seven cities,Beijing,Shanghai,Nanchang,Wuhan, Wenzhou, Suzhou, Jingzhou and received363valid sample data. Using the SPSS18.0statistical software, etc, and adopting the crowns Bach coefficient method, KMO andBartlett’s spherical test, factor analysis method, etc to verify the survey questionnairereliability and validity of each scale. And using the Pearson correlation analysis and multiplelinear regression to verify the influence of emotional labor to job performanceResearch results indicate that: First, commercial bank employee has high emotional laborand higher levels of job performance. Second, employees’ emotional labor in gender, age,education, marriage, working years and job categories on demographic variables havesignificant difference; Work performance in age, education, marriage and job categories ondemographic variables have significant difference, in no significant difference on gender andworking years. Emotional exhaustion in education, marriage, and on job category havesignificant differences. Third, there is significant correlation among emotional labor, jobperformance and emotional exhaustion. Fourth, emotional labor have different degrees ofinfluence on job performance. Among them, the deep play and natural expression had asignificant positive effect on task performance, has a significant positive effect on peripheralperformance, however, surface play has no significant effects on job performance. Fifth, thereis an influence of different level between commercial bank employees’ emotional labor andemotional exhaustion. Among them, the surface has a significant positive effect on emotionalexhaustion, deep play has a significant negative effect on emotional exhaustion. naturalexpression had a significant negative effect on emotional exhaustion. Sixth, there has asignificantly negative impact between emotional exhaustion and job performance; Seventh,emotional exhaustion plays a partial intermediary role between emotional labor and job performance.On the basis of the research conclusion, the author summarizes the emotional laborhigh-risk groups of commercial Banks, and then proposed some suggestions from theperspective of human resource management practices in the human resource planning,recruitment, training and development, performance appraisal, compensation management ofseveral major modules which may help commercial bank to manage the employees’ emotionallabor effectively, develop and utilize the emotional resources and improve the workperformance.