The Impact Of Customer Feedback And Social Sharing On Employees' Emotional Labor Strategies And Work Stress

With the economic modernization,more and more industries have attached importance to the improvement of service quality,and also the satisfaction of human needs,so the emotional labor have been the third work following the mental work and the manual labor.The emotional labor(EL)means a process that workers use all kinds of strategies to regulate emotion,so that they can express an emotion that meets the organization's requirements.Nowadays because of the heavy workload and the strict work requirements,the emotional labor workers' situation is bad,full of stress,the psychological crisis are common,and even unable to maintain their routine work.That's the reason why we did our study.Previous studies have found there are three strategies that the workers often use: 1.the surface acting strategies(SA),which means the workers only use the observable expression like face,languages and so on;2.deep acting strategies(DA),which means the worker adjust to the emotion to meet the work requirements for emotion;3.expression of naturally felt emotions,which means the workers don't use any of strategies to act;and there also are some conclusions about the concept itself,the antecedent variables,and the consequence variables.Researchers have found that customer feedback can lead employees to adopt more SA strategies,and their work pressure will increase.However,the role of EL strategies in customer feedback and work pressure is not known yet.In addition,we also need effective ways to relieve the work pressure of emotional workers.So based on these,our study uses quantitative and qualitative design to research the relationship between the customer feedback,the emotional labor,and the work stress.In the end we will sum up some advice about how to relieve the stress for emotional worker.Study 1 is quantitative,we got 96 college students to simulate the customerservice worker,we want to find if the customer's different feedback will make the workers use different EL strategies,and how does it affect work stress.Then,whether the EL strategies can moderate the relationship between customer feedback and work stress or not.The results show that: the customer's negative feedback can make theworker use more SA strategies,and the stress levels increased;on the contrary,the customer's positive feedback can make the worker use more DA strategies,and reduced the stress levels;we can also find that the SA strategies can moderate the relationship between customer feedback and work stress,when the customer gives an negative feedback,the worker's stress levels are increased more because of the SA strategies;but when the customer gives an positive feedback,the worker's stress can be released,also because of the SA strategies.Based on the study 1,study 2 adds the social sharing,we want to investigate if the social sharing could release the work stress,and if the EL strategies will moderate the relationship between social sharing and work stress.We got 79 college students to simulate the customer service worker,after they got the customer's negative feedback,we will make them share things with the experimenter.The results show that:compared to the non-social sharing group,the students who got the social sharing under low stress levels;we also find that the DA strategies can moderate the relationship between social sharing and work stress,the DA strategies can make the stress more low in social sharing group,but in non-social sharing group,the DA strategies can make the stress even more high.Study 3 is qualitative design,we hope this study to make an evidence for study 1and 2,we also hope to learn the use of social sharing in the real life deeply.The results show that:customer's negative feedback are common for EL workers,and can make them feel stressed.Furthermore,the EL workers always share something for venting negative emotions,and getting others emotional supports.But people always ignore the cognitive function.Some workers think it's better to vent stress firstly,and get the emotion recovery,and then use the cognitive sharing.According to quantitative and qualitative analysis,we find SA strategies and DA strategies are not absolutely good or bad,this provides a new understanding aboutEL.As we can see,Emotional labor,for workers,are a process that regulate their emotion,so that they can meet organization's goals and protect themselves from punishment.Finally,we make the following suggestions: 1.to avoid the customer's negative feedback,the workers should use EL strategies in perspective,and beingprofessional and taking the job responsibility;2.the leader should also focus on the worker's mental situation,and give theme supports;3.the organization should improve the talent management mechanism and work environment,so that the workers can release and avoid work stress,and improve their mental health.