EAP Project Design Based On Employees' Emotional Labor Problems Of H Bank

Now,more and more companies are beginning to realize that employees' emotional and stress problems affect their physical and mental health and work performance.How to solve these problems has become an important part of strengthening human resource management.Therefore,the EAP project-employee assistance plan came into being.Studies have shown that the EAP project plays an important role in alleviating the employee's job burnout.It has been recognized as a spiritual welfare in western society,but no commercial bank in our region has provided employees with EAP project services.The research object of this article is the front-line employees of H Commercial Bank in the region.After I talk with the leader of the human resources department of the bank,I have been learned that the turnover rate of the front-line employees of the H bank has increased year by year in the past three years.So I tried to find the reason.After interviewing with front-line employees,I learned that they have been in a fast-paced and high-intensity working environment for a long time.They often have tension and tiredness,and serious job burnout.Besides,H Bank has high requirements for the service quality assessment of front-line employees,so I paid attention to the concept of emotional labor.With the rapid development of the tertiary industry since the 20 th century,in addition to manual labor and intellectual labor,emotional labor has received increasing attention from researchers.The work of front-line employees in commercial banks is a typical work involving emotional labor,and they have been in high-intensity emotional labor for a long time.On the one hand,employees may be nervous or tiredness and so on,which may cause job burnout,and even triggers turnover intention.But on the other hand,emotional labor may also have an inhibitory effect on this negative emotion.Therefore,studying the mechanism will not only help the physical and mental health of the bank's front-line employees,but also help the company's stable and healthy development.Based on review of previous literature at home and abroad and related theories,this paper starts from the two dimensions of emotional labor,constructs a theoretical model,and proposes hypotheses.The first-line employees of H Bank are used as the research object,and the data is analyzed using SPSS 20.0 statistical software.I will explore the relationship between the two manifestations of emotional labor and job burnout and turnover intentions,and test whether job burnout has a mediating effect between the two dimensions of emotional labor and turnover intentions.This paper will also test whether the perceived organizational support can effectively alleviate the negative effects of emotional labor,that is to say,the moderating effect of perceived organizational support in the influence of the relationship between the three.The final test results are as follows: surface acting in emotional labor is significantly positively related to turnover intention,deep acting in emotional labor is significantly negatively related to turnover intention;surface acting in emotional labor is significantly positively related to job burnout,and deep acting in emotional labor significantly negatively correlated with job burnout;job burnout has a significant positive predictive effect on turnover intentions,and job burnout has mediating effect between the two dimensions of emotional labor and turnover intentions.The organizational support regulates the mediating role of burnout between the two dimensions of emotional labor and turnover intentions.The proposed hypotheses have been verified.Finally,according to the discussion of the test results,some suggestions are put forward for the enterprise managers on the design of EAP project.