Research On The Relationship Among Emotional Intelligence, Emotional Labor And Organizational Citizen Behavior

In recent years, Chinese service economy has a rapid development, and core staffs have become more and more important in enterprise. As a result of being able to improve organizational performance and enhance employee productivity, lots of managers are concern about Organizational Citizen Behavior(OCB).In terms of employee, Emotional Intelligence(EI) can adjust their own emotional awareness, manage behavior and then affecting organizational citizen behavior. In addition, employees not only pay physical and mental labor, but also contribute emotional labor(EL) when face to customers.According to Maslow’s hierarchy of needs theory, EL and OCB are correlated. Current researches show that El positively relate to OCB and EL, but few studies have examined the potential relationships among the three. Therefore, discussing the relationships among EI, EL, and OCB from individual perspective will help to broad antecedent of OCB, dig the impact mechanism between El and OCB, and propose recommendations to managers when recruit, select and train.For exploring the relationships among EI, EL and OCB, revealing mediation of EL between El and OCB, clearing mechanism and proposing suggestions about how to train OCB, this paper reviews concepts and structures of EI, EL and OCB in chapter two and proposes hypothetical model in chapter three based on a large number of relevant literatures. Finally questionnaire empirical research was done by service employee in Shen Yang region.The findings of this research are as follow:(1) EI and Deep Action of EL are antecedent variables of OCB, and have significant effect on OCB. But Surface Action of EL has not relevant to OCB.(2) EL partially mediates El and OCB. On the one hand El has a significant direct positive impact on OCB, On the other hand El plays an indirect effect on OCB through the deep action.