Research On Emotional Labor Management Of Ningbo XX Branch Of XX Bank Based On Perceived Organizational Support

In recent years,China's banking industry faces increasingly fierce competition.Commercial banks have put the service quality of employees in an important position,because it is directly related to the sustainable development.From the bank's point of view,besides physical labor and mental labor,employees' work also includes emotional labor.Emotional labor has an important impact on the quality of service of employees.Therefore,scientific management of emotional labor of employees can effectively improve the quality of service,and then enhance work performance.Based on the theory of perceived organizational support,this paper discusses the mechanism of perceived organizational support on emotional labor.On the basis of reviewing the existing literature on perceived organizational support and emotional labor,this paper conducts a questionnaire survey on the frontline employees of Ningbo XX branch of XX Bank.Questionnaire data shows that front-line employees mainly adopt surface acting of emotional labor,and have a low perception of work support value recognition and interest concern of the branch.SPSS22.0 software was used to analyze the questionnaire data and found that perceived organizational support can negatively predict the surface acting of emotional labor,and positively predict the deep acting of emotional labor.That is to say,enhancing perceived organizational support can make employees reduce the surface acting and increase the deep acting.So it can draw a theoretical foundation for the formulation of emotional labor promotion plan.On this basis,this paper proposes emotional labor management program for Ningbo XX branch of XX Bank front-line employees from the perspective of improving the sense of perceived organizational support.