The Research On The Relationship Among Emotional Labor,perceived Organizational Support And Job Performance Of 5-star Hotel Service Personnel

In recent years,with the rapid growth of the five-star hotels in both quantity and quality, the development level of hotel industry has made great progress, but become increasingly prominent in five-star hotel service personnel management. Hotel service personnel need more emotional labor, due to the current understanding of the emotional labor management system is not comprehensive, hotel one-sided ask employees to comply with some emotional labor standards, though conducive to the achievement of organizational goals, short term but also appeared a series of problems such as employees’ emotional exhaustion, job burnout, and even can cause a loss of employees,organization long-term performance not guaranteed.Studies of relationship between emotional labor and job performance is In order to solve this problem. Theoretical research shows that job performance is the important outcome variables of the emotional labor and organizational support can influence the employee’s job performance in great extent, but most of the research focus on the emotional labor of the negative impact on the level, a less attention to the emotional labor positive impact on job performance, fthis calls for further study and discussion.Based on the theory of emotional labor theory, perceived organizational support and job performance theory, this study with five-star hotel service personnel as the research object, and build influence model of emotional labor and job performance. Reference scale developed abroad and combined with domestic related research, compiled the questionnaire of this study, Using interview and open questionnaire, referring to the past related questionnaire at home and abroad, compiled the questionnaire of this study. Send out the questionnaire to 231 5-star hotel service personnel employees in Tianjin. The study has used SPSS 19.0 statistical software for data analysis.the following is our conclusions:(1)There is a positive correlation between emotional labor and job performance, the deep acting positively predicts job performance,nd surface acting there exists a negative correlation between behavior and job performance, but surface acting on task performance and no significant impact.(2) There is a significant positive correlation between organizational support and job performance of hotel service staff in addition to the various dimensions of the sense of support.(3)The perceived organizational support moderates the relationship emotional labor and job performance and the direction of moderation is positive regulator, specifically, work performance of the support has no significant adjustment the relationship between surface acting and job performance,the relationship between the interests of the concerned regulation on the relationship between the surface between play and work performance effect is negative, the value recognition of surface play and the relationship between the performance adjustment effect is positive, but organizations support of deep feeling all dimensions play and the relationship between the performance adjustment are all positive.Based on the analysis above, this paper have provided suggestions for the hotel to enhance emotional labor management and improve organizational support, which aimed to improve the employees’ performance of the work. The paper have discussed the shortcomings of this study and the prospects for future research as well.