A Study On The Relationships Between Salesmen’s Emotional Labor, Emplovee Satisfaction And Perceived Organizational Support:Based On The Emotion Regulation Perspective

With China’s economic transformation in recent years, service industry has got a rapid development. The service consciousness of the both sides in the market trading began to ascend. In the process of consumption, customers also put forward higher requirements of the service for enterprise. It has already become one of the main work of the enterprises for finding out how to meet the customers’requirements which is getting higher and higher.The banking industry has also got a rapid development over the past few years. The problems of how to improve the service quality in the banking industry is becoming more and more prominent. Low level of banking services has been criticized for a long time. Because of the intense competition, bank employees pay more attention to their service in the process of contact with the customer than ever before, including image, communication skills, facial expressions, and service attitude and so on, with some behavior belong to emotional labor. Emotional labor is improving the service level and at the same time, however, may also cause adverse effects on employees’ physical and mental health. So it is a new problem for how to manage the emotional labor of employees which bank managers are facing.Through a review of the literature, the concepts and dimensions of emotional labor, employee satisfaction and perceived organizational support is extracted in this papers. And the emotion regulation theory is reviewed and discussed as well as. Based on this theory, this study built the theoretical model, in which the emotional labor is antecedent variable, employee satisfaction is outcome variable and perceived organizational support is moderating variable. In the research background of banking industry, with the bank salesmen(including bank tellers and customer managers) as the respondents, this papers examined the different effects of the different emotion regulation strategies on the employee satisfaction, and discussed perceived organizational support’s moderating effect on the relationship between two strategies of emotional labor with employee satisfaction.Through empirical research, this paper draws the following conclusion:Taking surface acting strategy will have negative influence on employee satisfaction; The employees who take deep acting to regulate emotions have higher employee satisfaction; And higher perceived organizational support will weaken the negative impact of the surface acting on the employee satisfaction. Thus this papers proposed that bank managers are expected to focus on the employees who take surface acting. And they should provide sufficient support for staff, in order to avoid the more negative impact of emotional labor.