Study On The Relationship Between Emotional Labor And Job Burnout Of Urban Commercial Bank Tellers

In the rapid development of the economy,banking is not only an important part of the national economy,but also is closely related to our life.However,with the increasing competition pressure,city commercial bank tellers in grass-roots work should not only provide the physical labor and mental labor,but also provide a lot of emotional labor.However,the emotional labor will bring job burnout,which will bring great pressure and force a turnover for the bank teller.At last,it will affect the city commercial bank efficiency.therefore,it is urgent and necessary for us to study the relationship between the emotional labor and job burnout.In addition,studies have shown that,emotional labor,psychological capital and job burnout of city commercial bank tellers has some relationship,so whether the psychological capital regulating the relationship between emotional labor and job burnout of the bank teller is the focus of this paper.At present,the research on the relationship between the emotional labor and job burnout of the bank teller is so less,and there is less inquiry of the internal influence mechanism.Therefore,this paper empirically studies the relationship between the emotional labor,psychological capital and job burnout of the bank teller in China.Firstly,the research background and significance of the paper are introduced.Secondly,we studied the three variables of emotional labor,psychological capital and job burnout at home and abroad,systematically combed the concept,dimensions and influencing factors of variables,and the relationship between variables,and then summarized the theoretical basis of this article.Thirdly,a questionnaire survey is used to select the teller of the city commercial bank in Hebei Province as the research object,and the effective questionnaire is statistically analyzed,and the hypothesis of this paper is put forward.Then,based on the analysis of the reliability and validity of emotional labor,psychological capital and job burnout,we carry out descriptive statistics analysis,difference analysis,correlation analysis and regression analysis to illustrate the moderating effect of psychological capital on emotional labor and job burnout.Finally,the following conclusions are drawn,(1)gender,age,income,working years effecting on emotional labor,psychological capital and job burnout has no significant difference;psychological capital and the four dimensions has significant differences in marital status;emotional labor,the dimension of surface behavior and thedimensionality of job burnout have significant differences in the degree;(2)emotional labor and the surface behavior have a significant positive effect on job burnout,while deep behavior has a significant negative effect on job burnout.(3)psychological capital plays a negative moderating role between emotional labor and job burnout.