The Relationship Between Emotional Labor And Organizational Citizenship Behavior And Work Performance

The modern service industry is the key industry in the modern tertiary industry with the fastest growth rate and the largest increase in the number of employees.Emotional labor is an unavoidable task in the daily work of modern service employees.The output from the employees and the effectiveness of the organization are closely related to the employees' emotional labor states and emotional labor strategies.This study is devoted to exploring the mechanism of the emotional labor in the modern service industry sample on the work results,studying the relationship existing in emotional labor(deep action and surface action)and organizational citizenship behavior(OCB)and work performance,and further analyzing the mediating and moderating role played by the attitude of employees(job satisfaction)in this relationship and the superior and subordinate relationships(leader-member exchanges)in the work-force environment.In this study,255 elevator maintenance technicians of the maintenance department of a foreign-funded elevator company were selected as the main subjects,and they were longitudinally researched and designed at two points in time.The questionnaires were combined with the self-assessment of the main subject and his evaluation by the superior supervisor.The results of this study show:(1)The individual's emotional labor strategy can significantly predict individual job satisfaction.Specifically,deep action can significantly positively predict individual job satisfaction;surface action can significantly negatively predict individual job satisfaction.(2)Individual job satisfaction can significantly predict individual organizational citizenship behavior and work performance.(3)The relationship exists in deep action and OCB and work performance was mediated by job satisfaction.The relationship between surface action and OCB and work performance was mediated by job satisfaction.(4)leader-member exchanges play a moderating role in the mediating process of job satisfaction on the relationship between deep action and work performance,and there is a moderated mediator model.From a theoretical point of view,this study provides new ideas for research on the mental health and work results of modern service employees,and also expands the scope of research on emotional labor.From a practical point of view,the results of this study can help employees to know the appropriate emotional labor strategies,and thus beneficial to improve their emotional management capabilities,mental health and job satisfaction.This study also has implications for the emotional leadership development of corporate managers,which in turn helps to improve organizational management effectiveness and organizational performance.