The Impact Of Leadership Empowerment?Perceived Insider Status On Employee's Emotional Labor In High Star Hotels

With the increasingly fierce competition among hotels,it is urgent to improve the quality of service.But the quality of service can not easy to be measured objectively.In reality,it mostly depends on the comparison between customer's experience and expectation,while the perception of service quality is from the performance of employees.In the academic field,some scholars attribute service performance to the result of emotional labor.The study of emotional labor shows that employees often use surface playing strategies,deep playing strategies and natural exposure strategies in their job.However,there is not much research on the reality of the combination of leaders' empowerment and emotional labor.Therefore,based on the theory of self-efficacy and role identity theory,this article tries to explain the relationship and effect of leadership empowerment,perceived insider status and emotional labor to rich the related research.This study targets seven star hotel employees as the research object and collects 280 copies of questionnaires from the housekeeping department,the front office department and food beverage department.The results are as follows: there is a positive correlation between the leadership empowerment and the perceived insider status.The higher level of leadership empowerment and the higher perceived insider status of employees will promote the possibility of employees' emotional labour.The perceived insider status of employees plays a partial intermediary role between the leadership empowerment and the employee's surface acting and deep acting strategy,while it has no mediating effect between the leadership empowerment and the employee's natural strategy.Based on the above findings,this article provides some suggestions for hotel recruitment,training and performance appraisal as well as effectively guide employees' emotional labor.