Study The Effect Of Emotional Labor On Tourism Service Performance Through The Perspective Of Work Engagement

Emotional labor as the special form of working life, has become the important research aspect in the practice fields, especially for service industry which like tourism industry with high emotion-intensive characteristic, and the black box problem of emotional labor effects service performance, is not only the question to be solved by the management of the practice,but also the critical path of the academic circles pursue to research and interpretation.But the current research in this path is just at a plain level, which many of scholars only discussed the relationship between the two variables of emotional labor and service performance,less attention to focus on the inherent mechanism between emotional labor impacts on service performance.Along with the rise of positive organizational behavior science, work engagement acts positive effect on service performance has been proved by empirical analysis; secondly, the mechanism of emotional labor on work engagement has been theoretical results, so lay the foundation for the deeper surface study of emotional labor impacts on service performance. In addition,scenic spots as the core attraction spots in the chain of tourism industry,has been the key factor to determine the service performance. An’hui province 4A level scenic spots are the benchmark of A-level scenic spots, and 4A level scenic spot’s services has covered accommodation and entertainment travel in the whole industry chain, so chooses 4A level scenic spots as the object of the study with considering the industry’s universality and typically. This study selects the most representative of An’hui four 4A level scenic spotsrFei’xi County Sanhe Town, Tai’hu County, An’qing City Huating Lake scenic spots、 rock mountain ecological cultural tourism zone and Huang’shan City’s Taipinghu scenic area as the research samples, tries to introduce the work engagement as the intermediary variable to explain the inherent logic of emotional labor effects service performance in a deeper level.There are three points in consideration of designing the conceptual model,there are:(1)Tourism employees associate with the tourism customers formed the contact performance is one of the goals for the enterprise to pursue, but also aware of the another goal of performance which formed by the contacts between internal employees in enterprises,this kind of performance is important for enterprise, too; (2)Without doubt the service performance is every enterprise trying to elevate,therefore this paper, from the perspective of trying to promote the service performance in positive organization behavior psychology, but without considering the factors which have a negative effect on service performance, then the study chooses the work engagement as the mediating variable; (3) An’hui province now is facing a economical development structural transformation,which service performance plays a very important role in the economy development of An’hui province,and the tourism industry is the key support point in this transition,so tourism industry must plays its leading role in the process,then boosts the whole province economy and set the example for service industry;4A scenic spots are the pillar of An’hui tourism industry, must bear the mission to enhance service performance and undertake industry transformation representative. At the same time,because that the 4A level scenic area really without the 5A level scenic spot’s absolute competitive advantage,the 4A level scenic spots must promoting itself from the view of internal management, looking for a powerful lever point to improve its service performance,then emotional labor will be the lever point.Through practical investigation, the study obtains several first-hand data, in order to explore the connotation-. extension and relevant relationship of emotional labor,work engagement and service performance. And the conclusions are as follows.(1) The effects of emotional labor three dimension strategies on dual service performance are different, firstly,the surface acting strategy doesn’t have a significant positive impact on dual service performance, then deep acting strtegy and natural acting strategy have positive prediction on dual service performance,and the influences are in significant level;(2) The effects of emotional labor three dimension strategies on work engagement are different, firstly,the surface acting strategy shows no significant positive correlation on work engagement, then deep acting strategy and natural acting strategy both have a significant positive effect on work engagement;(3)Work engagement plays the part of the intermediary role in the path of emotional labor strategies impact on dual service performance.Firstly,Work engagement doesn’t have a mediating effect in the process of surface acting strategy impacts on dual service performance; but work engagement plays intermediary role in the process of deep acting strategy effects the dual role of service performance,thirdlt,work engagement has the same intermediary function in the path of natural acting strategy effects on dual service performance;(4)There are differences in demographic variables between the emotional labor strategies, work engagement and dual service performance. Emotional labor strategies, work engagement, task service performance and contextual service performance all don’t have any significant difference in marital status.But the emotional labor are different in gender-. seniority^ salary educational level and sex aspects.Firstly,Women are more agreeable on deep acting strategy than men; Secondly,employees with more work experience are more agreeable on surface acting than those with less work experience;Thirdly, high salary groups are more likely to take the surface acting and deep acting strategies than the lower wage groups, in particular, the monthly income of 3001-4000 and 4000-5000 groups are relatively high in taking the surface acting strategy than the monthly income below 2000 and 2001-3000 groups, but the highest salary groups are more inclined to taking deep acting strategy than the other groups:Fourthly, in the education background,relatively high education level are more likely to taking surface acting strategy and deep acting strategy than lower education level groups. At the same time,the study indicates that group which work experience with more than 10 years are do better task performance,than the group that work experience with less than 10 years,the reason maybe staff with the accumulation of work experience are inclined to complete the task performance better, which leads to the differences in the task performance.