Study On Connotation、Construct And Measurement Of Emotional Labor Based On Chinese Indigenous Culture

With the rapid development of service industry, competition between service enterprises is increasingly fierce and such raises requirements for employees. As a highly interactive industry, interactions between front-line staff and customers directly affect the customers perception of service quality and satisfaction, then affect the overall performance of the service enterprises. At the same time service process undoubtedly is influenced by emotional transmission and infection, so it is especially important to research service enterprise employees’ emotional fortitude. Emotional labor researches service employees’ emotional fortitude, and the ways and measures they adopt to express emotions providing new ideas for solving emotional fortitude. Since Hochschild put forward the concept of emotional labor, it was widely recognized and applied by western scholars. Empirical study shows that emotional labor can also affect customer satisfaction and employees’ own health. Thus it can be seen, introducing the ideas of the emotional labor into China, studying based on Chinese context is theoretical and practical. The first step of cross-cultural studies based on the context of China is to clarify the connotation,clear structure and measure them effectively. In view of different culture, institution and traditions between China and the West, these will influence individual understanding,controlling, and expressing emotions. Therefore, the premise and guarantee for subsequent empirical research is to investigate characteristics and commonness of emotional labor based on the local situation, clear its theoretical connotation and boundary, develop effective and credible measurement.This study is in strict accordance with the development of scale of the scientific program, and includes the following:(1)Determining the preliminary emotional labor concept. Using field observation and interview method to know the emotional labor of tne employee is how they manage and express emotions in the organization;(2)Confirming the connotation and content of each dimensions of emotional labor further and collecting items for scale. Adopting Grounded Theory to analysis data of open questionnaire,understanding employees’ emotional management methods deeply, and putting forward four dimensional indigenous emotional labor construct. The emotional end is theindigenous dimension, while deep acting, surface acting and expression of naturally felt emotions are non-indigenous dimensions;(3)Developing scale of indigenous emotional labor. According to indigenous dimension and non-indigenous dimensions to develop scale, the former which is based on open questionnaire, the latter which comes from existing foreign literatures. Adopting statistical software to do correlation analysis,exploratory factor analysis, according the results to revise the scale, creating the formal one;(4)Testing the reliability and validity of the formal scale. Appyling the formal scale to do a questionnaire survey, using statistical software to do correlation analysis, exploratory factor analysis, to explore reliability and validity of the scaleTherefore the scale in this paper is a effective and can be applied by Chinese.In short, emotional labor of indigenous China is a four-dimensional structure,emotional end is newly discovered with local characteristics, in this method the staff don’t conform to the organisation’s requirements of how to be emotionally expressing when communicating with customers, they end passing emotions.