Research On The Influence Of Emotional Labor On Job Performance

The use of call centers in the commercial field has been gradually started since the 1980 s.The diversity and innovation of the call center and its symbiosis have brought new,efficient,flexible and stable service modes to enterprises,and greatly improved user satisfaction and after-sales service quality.At present,the research direction of call center mainly focuses on the incoming call data,call service process records and customer experience records of traditional call center telephone behavior.There is little research on the call center staff who are mainly sales call out.Through consulting the relevant literature information at home and abroad,and referring to the mature scales related to emotional labor of previous researchers,combined with the empirical study of the actual situation of a company’s telemarketing service center,this paper puts forward the research approaches and main problem hypotheses.It is planned to distribute 400 questionnaires,and use SPSS 23.0 software system to clone Bach after data collection α Coefficient method,KMO,bartlett’s spherical test method,factor analysis and other analysis methods are used to analyze the data and test the reliability and validity of the scale.The impact of emotional labor on job performance is analyzed through correlation and linear regression,and work stress is used as an intermediary factor.The research results are as follows:(1)Emotional labor: the surface play dimension is negatively related to the performance of the sales call center’s manual customer service;The deep acting dimension and the true emotion expression dimension have positive correlation with performance.(2)The surface play of emotional labor is significantly negatively correlated with work pressure,and the deep play dimension and real emotional expression are positively correlated with the work pressure of manual customer service in sales call centers.(3)Job stress has an obvious effect on job performance.Benign work stress is positively related to employee performance,and inferior work stress is negatively related to employee performance.(4)Surface acting and deep acting emotional labor are related to job performance.Job stress has a mediating effect on job performance,and the dimension of real emotional expression has no mediating effect in real work.