Research On The Relationship Between Work Characteristics,Emotional Labor And Working Performance Of Front-line Employees In Commercial Banks

The Chinese economy entered the phase of "new normal",and the supply-side reform has entered the stage of deep reform.On the one side,following the development of fin-tech,the increasingly mature interest rate marketization and the increasingly strict regulation,The commercial Banks face fierce competition and severe challenges.On the other side,because of the rise of management level,informatization level,integrated operation cost etc,The commercial Banks had the new changes on the organizational structure,the working process etc.At the same time,staff management is more refined.Promoting the improvement of overall organizational performance through improving personal performance of employees has become a necessary path for the transformation and development of many commercial banks.It has been proved that job characteristics model is the basis of job design and one of the influencing factors of working performance.Because of direct contact with customers,front-line employees of commercial Banks have "emotional labor" in the service process.Emotional labor strategies have impacts on work performance.Taking the individual front-line employees of commercial Banks as the research subject,this paper studies the impact of individual job characteristics on working performance,discusses the relationship between them,and takes emotional labor as the mediator to build the mediation model.Specifically,through systematic review and analysis of work ing performance,job characteristics,emotional labor and other related literatures,questionnaire survey,data analysis and other methods,159 investigators were studied and hypothesis testing was conducted to draw conclusions.This paper draws the following conclusions.For the front-line employees of commercial banks,there are significant differences on positions in job characteristics,on gender in skill diversity,on age in job integrity and deep ly play,on the nature of employment in working performance.Job characteristics,emotional labor and working performance have no significant differences in demographic variables,marital status,education level,team working time,organizational characteristics at the organizational level and team size.Job characteristics have a significant positive impact on working performance and deeply acting,Also it have a significant negative impact on surface play.Deeply acting has a significant positive impact on working performance.It plays a mediating role in the relationship between job character istics and working performance.