An Empirical Study On The Effect Of Hotel Level Employees Emotion Work On Customer Satisfaction

With the development of market economy, the proportion of service-oriented industries in the industrial structure and economic components continues to expand, both inside and outside the organization and the public an increasingly people-oriented, competition is becoming more intense. For example, hotel companies compete in their efforts to improve product quality, price, design and other aspects for customers,what’s more, they begin to realize that the viability of enterprises increasingly rely on employees’ knowledge, skills, abilities and attitudes, which can affect satisfaction and propensity to consume, emotional characteristics of enterprises and employees has become an important factor which affects organizational performance. Hotel level employees directly affects customer satisfaction. This paper analyzes the relationship between emotion work and customer satisfaction, and customer satisfaction services to star hotels and the corresponding customer-level employees were studied to explore these relationships.So far, the research of the hotel staff emotional on customer satisfaction is limited, but the satisfaction of the relevant research hotel is a lot. In this paper, as hotel guests as the research object, the intermediary role in the theoretical basis of summarizing the relevant employee and customer satisfaction on emotional work, the proposed work may affect mood generated on customer satisfaction, through empirical research, application of SPSS and other data analysis software to analyze the data collected. Including reliability analysis, validity analysis, factor analysis and regression analysis testing the mediating effect. The results show that the surface behavior of the hotel level employees has a negative impact on customer satisfaction, customer satisfaction deep behavioral positive correlation between positive effect true emotional expression relates customer satisfaction. Through specific research on the hotel level employees to improve service elements were determined, more focused on improving customer satisfaction, so in theory, the concept of emotional work was further developed in the context of Chinese culture; in practice to help companies manage to better understand the emotional impact of the work of state employees reason to make some comments and suggestions to improve the emotional management and employees of the hotel, in order to facilitate better implementation of corporate incentives and long-term development of human resources staff, with some reference.