The Influence On Employees' Turnover Intention Caused By Emotional Labor

Align with the adjustment of the industrial structure and the increase of the proportion of the service industry,it has been one of the most important issues facing with modern organizations,that is the emotional labor of employees in the organizations and the management and impact of this kind of labor.It has been put on more and more focus on how to effectively manage the employees' emotional labor in the organizations,to reduce the negative effects caused by emotional labor,protect employees' occupational health and improve the performance and job efficiency.This topic also has been widely acknowledged in the field both in theory and practice.Emotional labor as an important mean to adjust interpersonal relationships,has penetrated all aspects of employees' life and workplace.At present,the study and research of emotional labor abroad has achieved quite a lot of achievements.However,the domestic research is still at the primary stage.Even,the research just reaches empirical research stage,which is insufficient.Meanwhile,such kind of research is lack of enough local cultural environment and local empirical study.Therefore,this research attempts to lie on the Chinese local culture and actual situation of the employees in morden organizations,which will explore into employees' emotional labor effect on job burnout and turnover intention and their influence mechanism,thus to provide reference and support to further research.Based on theory reserch of emotional labor,job bournout and turnover intention and other relative materials,this thesis has composed the effect model between emotional labor,employees'job bournout and turnover intention,which means to study the effect to employees'turnover intention caused by job burnout influence,and it tested the mediate effect from job burnout to employees' turnover intention.This thesis has gone through thorough research on employees among three European joint-ventures from manufacturing industry located in Shanghai.It also uses SPSS22 and Mplus7 to make relative statistical research and analysis on quataties of data.The data has been analysed by descriptive statistical analysis,t test,F test,confirmatory factor analysis,correlation analysis and hierarchical regression analysis to make hypothesis verification.Studies show that the scale used in this thesis has high reliability and validity.Deep emotional labor has outstanding effect on employees' exhaustion,cynicism,reduced professional accomplishment and turnover intention,as well as cynicism,reduced professional accomplishment have mediate effect between employees' deep emotional labor and turnover intention.Surface emotional labor only has outstanding effect on employees reduced professional accomplishment.There's no mediate effect from job burnout for relationship between surface emotional labot and turnover intention.In the end,this thesis has summarized the research result,theory development and practical meanings,and it also points out the exsiting defect and focusing points for the future research.