Research On The Problems Of Emotional Labor Management For The Front-line Staff In Urban Community Public Service ——Taking Shanghai Y Street Service Center As An Example

The fourth Plenary Session of the 19^th Central Committee of the CPC puts forward the construction of a service-oriented government that people are satisfied with.Urban community public service front-line posts,representing the high-quality service and the determination of serving the people,are the main positions for the government in order to fulfill its service function.As community public service front-line staff,they are not only required to be proficient in the business,but also to bear the pressure of emotional labor from individuals,organizations and society.In this context,the emphasis of this paper is how to make front-line staff adjust self-emotion labor effectively;how to make service center manage emotional labor of front-line staff reasonably;how to let the community publicize the public service center front-line accurately.This paper describes the emotional labor management of front-line,belonging to the category of management,which is worth studying in theory and practice at this stage.Firstly,this research expounds its background and significance,and summarizes domestic and foreign literature on emotional labor in the field of public management,analyzes the existing deficiencies and looks forward to the future research.Subsequently,this paper makes the research using questionnaire,in-depth interviews,literature review and case study,at first,the research introduces the nature and characteristics of community public service front-line units,and then this research takes Shanghai as example to introduce Shanghai public service front-line units,at final,this research takes Shanghai Y street service center as an example,to focus on describe the current status of this unit and front-line staff.Again,this paper launched questionnaires and in-depth interviews of residents,front-line staff,leaders of service center and office.According to the above analysis of current status,it is found that main problems of emotional labor management system,management contents,management measures and management process.Based on these,this paper analyzes the causes of the problems from three aspects（individual level,organization level and community level）.Finally,this paper puts forward suggestions of improving the emotional labor management of public service front-line staff from the following three perspectives based on the causes of the problems:Firstly,at the individual level,front-line staff need to understand emotional labor from a number of aspects and angles,and they need to learn to use emotional labor management strategies to scientifically plan the career paths;Secondly,at the organizational level,service center should promote development by learning organization,and it should strengthen the input of emotional labor based on human resources;Thirdly,at community level,the community should carry out emotional labor management policies,and it should perfect the supporting measures.Also,the mass media should be encouraged to publicize the positive publicity of the community administrative service center.This paper expects to provide theoretical or practical reference for the study on emotional labor management for urban community public service front-line staff by analyzing the case of Shanghai Y street service center.