Research On The Influence Mechanism Of Emotional Labor On Service-oriented Organizational Citizenship Behavior Of Grass-roots Civil Servants

With the deepening of the refinement of grassroots governance,the service demands of the masses are becoming more and more diverse and flexible.Only by standing up for the masses,faithfully performing their duties,and even showing more service-oriented organizational citizenship behavior,can grass-roots civil servants better respond to the demands of the masses and solve their problems.Building a grass-roots civil servant team that benefits and serves the people is an important goal of a service-oriented government in the stage of comprehensively deepening reforms.As the link between the government and the masses,grass-roots civil servants must not only provide various government services for the masses,but also communicate with the masses and respond to their emotional appeals.Emotional labor has become an important part of the public service,but unfortunately,the impact of emotional labor on the psychology and behavior of grass-roots civil servants has not been paid attention to.In the new era of service-oriented government construction,how to avoid the inaction and laziness caused by the emotional labor of grassroots civil servants is also worthy of attention.Therefore,this study focuses on the field of front-line public service,including the emotional labor and service-oriented organizational citizenship behavior into the research scope,and comprehensively analyzes the impact of emotional labor within duties on service-oriented organizational citizenship behavior outside of duties.It provides a new perspective for optimizing the emotional labor management of grass-roots civil servants and improving the performance of public services.This study adopts a mixed research method.First,during the qualitative research period,we conducted in-depth interviews with 10 grass-roots civil servants in a semi-structured form to fully understand the work characteristics of emotional labor and service-oriented organizational citizenship behavior in the public sector,and to initially understand the relationship between variables.Secondly,during the quantitative research period,we distributed questionnaires to grass-roots civil servants,and then analyzed 218 valid data collected.The research results show that:（1）The level of surface acting is different among grass-roots civil servants of different ages,and grass-roots civil servants of different ages,working years and positions have different performance in service-oriented organizational citizenship behavior;（2）Emotional labor has a "double-edged" effect on the performance of service-oriented organizational citizenship behavior of grass-roots civil servants.Surface acting has a negative effect on the performance of service-oriented organizational citizenship behavior of grass-roots civil servants,while deep acting has a positive effect on the performance of service-oriented organizational citizenship behavior of grass-roots civil servants;（3）Public service motivation and mission valence play a chain mediating role between the emotional labor and the performance of service-oriented organizational citizenship behavior of grass-roots civil servants.For the grassroots civil servants,surface acting has a negative effect on the performance of service-oriented organizational citizenship behavior by weakening public service motivation and reducing mission valence;deep acting has a positive effect on the performance of service-oriented organizational citizenship behavior by enhancing public service motivation and increasing mission valence;（4）Resilience plays an asymmetric moderating role between emotional labor and service-oriented organizational citizenship behavior of grass-roots civil servants.The higher resilience is,the weaker the negative effect of surface acting on service-oriented organizational citizenship behavior through public service motivation and mission valence will be.However,it cannot moderate the positive effect of deep acting on service-oriented organizational citizenship behavior through public service motivation and mission valence.Finally,we suggest that government departments optimize emotional labor management,enhance mission valence,increase resilience training,and so on.