The Impact Of Hotel Employee's Emotional Strategies To Task Performance

With the rapid development of service industry,the standard of service quality is higher and higher.As the intangible good,service in hotels includes tangible actions of employees,and displaying emotions which follow the instructs of organization.Such as,smile when you meet with guests,keep gentle attitude to all the customers.The employee should take emotional labor strategies(display naturally,surface display,deep display)to regulate the emotion,but emotion and cognition are inseparable,emotion regulation will affect the completion of tasks.The difference of traditional physical labor and emotional labor is the consumption of emotional resources,the employee should be more patient,ignore his/her own feelings in the context of service.But the 90's who is becoming the main labor force has distinct personality,more selfcentered,there seems to be obvious conflicts between the 90's and the requirement of emotional labor in hotels,there should be more researches on it.This study take emotional labor strategies as the research point,in order to explore their influence on the emotional regulation effect and task performance of post 90's employees in hotel.Because of the limits of research methods,traditional researches could not focus on the working mechanism and the short-term impact of emotional labor,the research method of using event related potentials,dual-task paradigm and N-back paradigm are adopted to simulate the emotional labor process of employees in hotel.According to the behavior and EEG data analysis and discussion,we get the following three conclusions:1.There are different emotional regulation effects among different emotional labor strategies:Compared with display naturally and deep display,surface display can regulate negative emotions more effectively;Compared with display naturally,deep display can regulate emotions in some conditions.2.There are different impacts on task performance among different emotional labor strategies:Compared with display naturally,surface display makes no more effects on task performance;Compared with display naturally and surface display,deep display will interference task performance.3.Emotional labor strategies play a role in the generation of emotions.Display naturally and surface play do not need to consume cognitive resources,while deep display requires more cognitive resources.On the basis of these conclusions,the author proposes four suggestions:(1)Hotel post 90's staff should use different emotional labor strategies to customers with different attitudes;(2)New employees in hotel can play surface performance strategy in their early service circumstance,and play deep performance when they become familiar with it;(3)When there are high standard of task performance,employees in hotel could play surface performance to save cognitive resources;(4)Managers need to pay attention to the short term impacts of emotional labor strategies to employees in hotel.