Study On Emotional Labor Of Public Service Front-line Staff

Many scholars have had in-depth and extensive researches on emotional labor since Hochschild had put forward the word "emotional labor" for the first time.But their research mainly focused on the field of business services rather than the field of public service.And even fewer literature in China laid emphasis on empirical analysis of emotional labor of public service staff.In this article,we would sort out the existing research results,and study the relationship between emotional labor and job burnout,as well as the function of perceived organizational support in adjusting emotional labor and job burnout through interviews and questionnaire survey method.We surveyed public sector employees who work in the front line of government,and took administrative staff of Xiamen city public service center,who filled out 193 research papers as the research samples.Empirical analysis shows that emotional labor have different dimensions,there is a significant positive correlation between surface acting of emotional labor and job burnout with three dimensions(emotional exhaustion,depersonalization and diminished personal accomplishment),while the deep acting and natural acting of emotional labor and the three dimensions of job burnout(emotional exhaustion,personification and low personal accomplishment)have a significantly negative correlation;Perceived organizational support can weaken the positive correlation between surface acting and job burnout,and strengthen the negative relationship between deep acting and natural acting and job burnout.That means high perceived organizational support can have an important influence on reliving the degree of emotional exhaustion,depersonalization and low personal accomplishment of administrators.This study provides the emotional labor researching conclusion with empirical study,It can help enrich and extend the related theory of emotional labor and research achievements.Meanwhile our study serves an significant role in improving emotional labor management ability and reducing the job burnout of people who work in public sectors in China.