Strategy Research On Employee Management Of Service Industry From The Perspectives Of Emotional Labor

With the further reform of the economic system,the industrial structure of China's economic market has changed a lot,the role of service industry in the economic structure has also been significantly improved.Consumer demand for services in the process of consumer demand is more and more concerned about the gradual shift from the quality of the product to the quality of service transfer.Therefore,the service industry enterprises in order to meet the needs of consumers,better business down,have to pay attention to the service itself,the quality of service is more refers to the customer's emotional experience in the process of consumption.In our country,the research of emotional labor has just started,and the existing literature is the research on the influence factors of emotional labor from the micro level.Some scholars have begun to study the behavior of emotional labor organization and management fields,but for how is almost blank of human resources practice emotional labor management and enterprise employees combining research fields.This paper analyzes the premise in China's domestic service industry management practices and cultural background,the integration of research on emotional labor related research in the present literature,influencing factors and mechanism of emotional labor are analyzed,and summarized the existing enterprises emotional labor management in China service industry issues.China's service industry does not have a deep understanding of the enterprise performance from customer satisfaction,customer satisfaction and to employee depends on emotional labor quality,which is decided by the staff job satisfaction.This has also become my service industry,the overall level of service is low,the main reason for the increase is not.This article uses the service product and service industry's most traditional concept,the provision of service products is a non physical,production and consumption at the same time,as well as the non storage of three major characteristics of the goods.Service industry is the enterprise or organization that provides service products.Sigelman in accordance with the nature of the process of the service industry is divided into four categories of services,producer services,social services and personal services.In addition to the introduction of service industry related content,this paper also focuses on the concept of emotional labor,the strategy and mechanism of action.The concept of emotional labor was first proposed by Hochschild.He points out that emotional labor is the labor and effort that employees need to adjust and manage their own true emotions in order to the organization's goals and expectations.Emotional labor has the characteristics of working environment directly,the indirect of work purpose,the expression rule of emotional labor,the multi-dimensional,the process and the occupation of emotional labor.The main performance strategies of emotional labor include four kinds of natural performance,surface behavior,deep behavior and disorder.Enterprises in the management process of emotional labor,the main management measures have emotional labor duties,clear staff on the job recruitment,employee emotion intensive emotional labor training,emotional labor objectives included in the performance management system,the salary system of emotional labor to return and pay attention to staffs emotional labor safety from the emotional.On this basis,taking the Pang Donglai Department Store Co*.Ltd.as an example,this paper introduces how to integrate employees' emotional labor management into the enterprise culture.Pang Donglai to the employee's emotional labor management has its own successful practical experience.Human resource is the key of employee emotional management,Pang Donglai human resources to give employees more freedom and equality,so that each employee can work happily,as far as possible to eliminate their negative emotions;emotional way rather than the relationship between rights and rules to pull in employee and organization;respect for employees individual demand;Pang Donglai also offers many aspects including identity,organizational support,organizational justice,support urban fusion support measures to fit with the needs of employees;in addition to form a good corporate culture is the employees emotional labor maximum internal force.The fifth chapter of this article on the Pang Donglai to the emotional management measures carried out a comprehensive exposition of the emotional labor management for other service companies to provide valuable practice experience.