Research On The Effect Mechanism Of Service Employee's Emotional Labor

At present,the added value of our service industry is more than 50%of the GDP ' s,its employment population accounts for 41%of the total working population,which shows that China has entered into the service economy age.In the era of service economy,service represents the essence of economic activity.Service staff are the main providers of the service,the major creators of the customer's experience,and have great influence on the quality of the customer service awareness.The emotional expression of the service employee's behavior in accordance with the requirements for the enterprise,the emotional labor behavior,has important influence on the customer satisfaction and loyalty.Emotional labor includes three dimensions:surface acting,deep acting and genuine expression.Surface acting has positive effect on the loss of personality,emotional numbness and emotional exhaustion and has negative effect on customer sense of service quality,satisfaction,loyalty intention.However,deep acting and genuine expression would improve the employees' job satisfaction,promote customer satisfaction and loyalty.So,focusing on the internal structure of emotional labor,exploring the influence factors of emotional labor becomes one of the hot research topics of the service field.Existing literatures have explored the influence factors of the emotional labor and its mechanism.The researchers have identified the influence factors of the emotional labor from three perspectives.Firstly,the employees' individual characteristic factors including the big five personality traits,emotional intelligence,psychological capital etc..Secondly,the organizational environment factors including job autonomy,organizational justice and leadership climate etc..Thirdly,customer negative behavior factors including customer injustice,verbal insults,verbal assault etc..Although existing research has obtained certain progress on the influence factors of emotional labor,but this problem has also needed to be researched and revealled,especially the mechanism separately between the emotional labor and the interaction of negative events between employees and customers,the servant leadership,the family factors.That is,different from other types of job,service requests its employees become the border crossers.On one hand,the service employees have to cross the boundary of the family,meet the expectations and requirements of the leaders;on the other hand,the service employees have to cross the boundary of service enterprises,serve the external customers of the enterprises,meet the customers' expectations and requirements.So,managers,family,negative events factors may result in service employees producing the negative emotions such as anger,depression,dispirited,and then prompting the employees engaged in emotional labor behavior regulating emotions.Based on this logic,this paper integrates service leadership,family factors,negative events between the employees and the customers,reveals their impacts on the emotional labor and their mechanism,which can explain and predict service employees' emotional labor on a higher level,and provides more systematically and accurately guidance for the staff management of the service enterprises.Specifically,this article regards influence factors of emotional labor as the core research questions,from three aspects including the servant leadership,the family-work interface and the negative interact events,bases on the theory of social exchange,role theory,attribution theory,uses literature research,questionnaire survey and other research methods,examines the influence mechanism between the various factors and emotional labor.The main work and innovation points of this paper are reflected in the following three aspects:First,the nature of service leads that service employees must contact with a lot of customers every day..The negative events happened in the process of interacting between employees and customers have great impact on the emotional labor.So,first of all,this paper bases on the theory of attribution,from the perspective of attribution of employees,and classfies negative events between employees and customers into three categories:negative events attributed to the customers,negative events attributed to the employees,negative events attributed to the external third party.And on this basis,respectively,this paper reveals that the three kinds of negative interactive events would induce what kinds of emotions happened on the employees as well as the corresponding reaction(emotional labor behavior).By setting the simulation scenario,we select tourism industry which has frequent interaction between the employees and the customers,investigate three groups service employees,use multiple regression statistical analysis,results show:when service employees attributes negative interactional events to the customers,he/she would be inclined to use surface acting;when service employees attributes negative interactional events to themselves,he/she would be inclined to use genuine expression;when service employees attributes negative interactional events to the third-party,he/she would be inclined to use deep acting.Compared with the existing literature research,this part research makes the extension in two aspects:(1)Based on the attribution theory,for the first time,we make a scientific classification of the negative events between employees and customers,and point out that the attribution of the customer,the attribution of employees and the attribution of the external third-party negative events have significant different impact on the emotional labor;(2)This paper discusses the direct influence between the three kinds of negative events and emotional labor,also further reveals the mechanism of anger,guilt,emotional contagion between the three kinds of negative events and the emotional labor.Second,service employees act beween home and work every day.Family factors of the service employees have great effect on the emotional labor.So this paper bases on the point of the role theory of social psychology,explores the mechanism between the family factors and the emotional labor.Specifically,we define the relationship between family and work as the family to work conflict and the family to work facilitation,respectively reveal their influence mechanism on the emotional labor.Through three phase investigation,we obtain 318 employees' valid data and use SPSS and AMOS analytic tool,data results show:family to work conflict has negative impact on deep acting and genuine expression;family to work facilitation has positive impact on deep acting and genuine expression;core self evaluation has negative moderate effect between family to work conflict and surface acting,and also between family to work facilitation and surface acting;core self evaluation has positive moderate effect between family to work facilitation and deep acting,genuine expression;the above moderate effect that core self evaluation has is through family work balance,i.e.,family work balance has mediated moderate effect.Compared with the existing literature research,this part research makes extension in two aspects:(1)From the external factors of the organization,we identify the effect of the family to work conflict and the family to work facilitation on the emotional labor,further enrich the theory of emotional labor factors.(2)From the perspective of individual character,we reveal the core self-evaluation adjustment in the family work interface between factors and emotional labor,identify the theoretical boundary between the two,and provide a more accurate theoretical guidance for the the service enterprise leaders to manage the external factors influencing the service performance of the service employees.Third,leaders of service employees can also promote or inhibit their performance.We deeply analyze the influence among the servant leadership,autonomous motivation and the emotional labor.Through investigation on 31 manager and 586 employee in 31 service enterprises,using SPSS,AMOS and HLM analytic tool,results show:autonomous motivation and service leadership has positive effect on job engagement;service leadership has positive moderation between autonomous motivation and job engagement;job engagement has positive effect on deep acting and genuine expression;in the moderation effect of service leadership between autonomous motivation and genuine expression,job engagement has mediated moderation;At the team level,service leadership has positive effect on aggregated genuine expression.Compared with the existing literature research,this part research makes the extension in two aspects:(1)We identify new factors influencing the emotional labor,the servant leadership and the autonomous motivation,which enriches the emotional labor factors;(2)Using the multi-level theoretical method,results reveal that the mechanism among the servant leadership,the autonomic motivation and the emotional labor,makes a more accurate explaination of the mechanism among the servant leadership,the autonomic motivation and the emotional labor.