Research On The Relationship Of Psychological,emotional Labor And Service Performance Of Hotel Junior Staff

In the digital,highly developed information "Internet plus" era,the competition between the hotel increasingly brutal and intense.In this fast-paced,high demand,high intensity environment,the hotel industry staff work pressure has also increased further.In addition,the high mobility of the hotel staff has become an obstacle to the sustainable development of the hotel.With the development of western psychological capital and emotional labor,domestic scholars have begun to pay attention to this issue.This research is based on the staff of the high star hotels at Xiamen,Quanzhou,in Fujian to explore the influence of psychological capital and emotional labor on the service performance of the hotel staff.This study is on the basis of analyzing literature,using the mature psychological capital scale,emotional labor scale and service performance scale as a research tool.through the questionnaire survey,collecting relevant data,and using factor analysis,correlation analysis,regression analysis and variance analysis research the relationship between psychological capital,emotional labor and service performance;through empirical study on the effect of high star hotel staff demographic variables,psychological capital,emotional labor on service performance.Through theoretical and empirical analysis,the results of this study are as follows:1.There are differences in the psychological capital,emotional labor and service performance in the age,marital status,education,working years and monthly income;2.psychological capital and its dimensions and service performance are significantly positive correlation;3.There is a significant negative correlation between surface behavior and service performance,while deep behavior,natural performance and service performance are significantly positively correlated;4.psychological capital and its dimensions have significant negative correlation with the surface behavior,and are positively correlated with deep behavior and natural performance;5.psychological capital and dimensions of emotional labor can significantly predict the service performance,and dimensions of emotional labor in the psychological capital and service performance has a part of the intermediary role.Finally,this paper puts forward the corresponding management suggestions according to the research conclusion,summarizes the progress and limitations of this research and points out the future research direction.