Research On The Countermeasures Of Optimizing The Service Quality Of Public Sector Windows From The Perspective Of Emotional Labor

Building a service-oriented government is the core of government reform in China to adapt to economic and social development.In recent years,the government has made remarkable progress in continuously increasing the supply of public services,exploring diversified supply methods,and promoting the equalization of basic public services.Compared with the overall rapid growth of public service demand,the shortage of public service supply and the low quality of public service are still relatively prominent problems in the construction of service-oriented government.Because window of public service personnel directly to the public,its services and directly on behalf of the government,and the public sector service window is best able to experience the government public service quality,the public satisfied with the government to provide public services or not,depends largely on public sector window service personnel of the service quality,therefore,optimize the quality of public sector service window to improve the credibility of our government,the construction of "people's satisfaction of service oriented government" is particularly important.The public service window service process is a relational process.In the process of providing services,service personnel need to pay a lot of emotional labor in addition to mental and physical labor.The more the emotional labor performance of window service personnel conforms to the public expectation,the higher the public satisfaction will be,and conversely,the lower the public satisfaction will be.Emotional labor plays a very important role in the public satisfaction of window service.Therefore,this paper tries to study how to optimize the service quality in the public sector from the perspective of emotional labor.The paper is divided into five parts.The first part is the introduction,which respectively introduces the research background,significance,purpose,domestic and foreign research summary,innovation points,research methods and ideas.The second part,based on the theory,defines the concepts of emotional labor,public service quality and public sector window services,and introduces the "service quality gap model" and "emotional labor model".The third part is the analysis of the problems and causes of the public sector window services.Through the research on the status quo of public service situation and window services,found that the public sector window service public satisfaction generally low,namely public sector window service problems of service quality is not high,with the analysis of"service quality gap model",the public sector window service quality mainly exist:public expectations and public perception gap,expectation gap in the perception and quality standard,set standards and service efficiency,the actual performance,and claims that efficiency gaps in five aspects,public perception and expectation gap problem;The reasons for these problems are analyzed with the help of"emotional labor model",including the organization and management mechanism of public sector,human resource management and individual emotional labor strategy.The fourth part,from recruitment,training,performance management and salary and organizational culture construction,drew lessons from the domestic and foreign business sector emotional labor management practices;The fifth part,on the basis of referring to the domestic and foreign business practice experience of emotional labor management and from the perspective of emotional labor,proposes the countermeasures to optimize the public sector's window service quality from the perspective of public sector management mechanism,human resource management and individual emotional labor management.This paper abandons the previous research ideas of emotional labor based on confirmatory research,and uses relevant theories and practical experience of emotional labor management in the commercial field for reference,introduces emotional labor management theory into the public sector's service quality management,and studies and proposes countermeasures for optimizing the public sector's window service quality.