The Effect Mechanism Of Hotel Frontline Employee's Emotional Labor On Burnout: The Moderation Effect Of Identity

The job burnout problem of hotel frontline staff has not been solved for a long time.After the relationship between emotional labor and job burnout was discovered,the hotel managers are increasingly aware of the importance of emotional management,in which the focus is the relationship between emotional labor and job burnout among hotel front-line staff.Different from previous researches,which mostly use emotional labor strategies as the main research subjects,this study first integrates the concept of emotional labor requirements,incorporates them into the investigation scope,and discusses the impact of emotional labor requirements on emotional labor strategies.Based on this,it studies emotional labor.The effect and the impact of emotional labor strategies on job burnout were tested,and the mediating effects of different dimensions of emotional labor strategies on emotional labor requirements and job burnout were examined.In today's society,under the background of the gradual deepening of people's self-concept,the influence of identity on attitudes,emotions,and behaviors gradually emerges.The study attempts to explore the mechanism of emotional labor from the perspective of identity further by focusing on the front line of China's hotel industry.In this group of employees,identity was firstly introduced as a moderator variable,with a view to digging deeper into the interaction,action and mechanism of emotional labor and job burnout.This research bases on the emotional labor model based on emotional regulation theory,improves the traditional model of the emotional labor's mechanism of job burnout,and regards emotional labor requirements as independent variables,including emotional work workload(frequency,duration of emotional expression),routineness,variety,display rules,etc.Emotional labor strategies are intermediate variables,including surface acting,deep acting,and natural regulation;job burnout as a dependent variable.Analyze the moderator role of identity including social identity and personal identity dimensions.The front-line employees of hotels across the country were selected as the research sample,data were collected through questionnaire surveys,the results showed that emotional labor requirements positively affect job burnout;different emotional labor strategies have different effects between them,and natural regulation are not affected;surface acting and deep acting play complete mediation roles;Verify the role of identities in regulating the relationship between independent variables and mediator variables,mediator variables and dependent variables,further analyzing the moderating role of identity,we find that identity modulates the first half of the path that emotional labor requires through surface acting and deep acting to affect job burnout,identity also regulates the latter half of the path that emotional labor requirements through natural regulation strategies to affect job burnout.The two aspects of emotional labor requirements and strategies are integrated into the same research framework.Based on the use of mediator variables,the role of the mediating role of the adjusted mediation mechanism in the job burnout mechanism is analyzed,revealing the emotional labor in specific situations.Researchers focus on the high-customer service-oriented hotel industry front-line staff,can more clearly describe the psychological mechanism of emotional work,especially in the first-line service employees are mostly new generation of employees,their identity also has a corresponding.The uniqueness of the study can be of great significance to the emotional and labor management practices of the modern service industry represented by hotel companies.