The Effect Mechanism Of Emotional Labor On Organizational Citizenship Behavior

With the rapid development of the national economy,the service industry has become a vital engine of China's economic growth.Service-oriented enterprises in order to create better customer experience and business performance,are paying more attention to the mood and behavior of their employees-the medium of service delivery.The extant researches on mood and behaviors of employees mainly focus on emotional labor(EL)and organizational citizenship behaviors(OCB).Although the current researches on the relationship between the two have made some progress,but there remain several shortcomings.First,majority of the extant researches on EL and OCB are conducted in the context of western cultures.Researchers of EL and OCB have reached a consensus that Chinese employees and their Western counterparts differ greatly from each other in terms of their EL and OCB due to their distinct individual attitudes and behaviors.However,there is a lack of researches on the relationship between EL and OCB in the context of Chinese service industry.Second,findings of the extant researches indicate that surface acting and deep acting have respectively negative and positive effects on OCB.But the existent researches have not yet clarified what factors can work to mitigate the negative effect of surface acting,and the positive effect of deep acting has not drawn sufficient attention of researchers as it should be.Therefore,this study which is set in the context of Chinese culture focuses on the impact of EL on OCB.In order to further explore and improve the mechanism between EL and OCB,service-oriented high performance work system,job crafting and paternalistic leadership are included in this research as moderators with an aim to enrich theoretical understanding of EL and to offer some management suggestions for service firms.This paper at first reviews the relevant theories of emotional labor,organizational citizenship behaviors,and added service-oriented high performance work system,job crafting and paternalistic leadership.On the basis of literature review,shortcomings of the extant researches were identified and research questions of this paper were put forward.Research model and theoretical hypotheses were then formed and tested through empirical researches.(1)To explore the impact of EL on OCB.Employees working in catering industry and coming from different regions of China were investigated.Results show that deep acting has positive influences on four dimensions of organizational citizenship behavior(OCB-I,OCB-G,OCB-O and OCB-S).(2)To explore the moderating effect of the job crafting on the relationship between EL and OCB.The moderating model was constructed on the basis of Job Demands-Resources Model and the hypothesis was tested through questionnaires.The following conclusions were drawn:job crafting has a positive moderating effect on the relationship between surface acting and the different dimensions of OCB;job crafting has a positive moderating effect on the relationship between deep acting and OCB-I,OCB-G,OCB-S.(3)To explore the moderating effect of the service-oriented high performance work system on the relationship between EL and OCB.Questionnaire was used to collect data and the hierarchical regression analysis was used to validate the theoretical model.The findings indicate that service-oriented high performance work system has a positive moderating effect on the relationship between surface acting and OCB-G,OCB-O,OCB-S.(4)To explore the moderating effect of paternalistic leadership on the relationship between EL and OCB.Taking employees of catering firms as the research object,the questionnaire was used to test the moderating effect of different types of paternalistic leadership on the relationship between EL and OCB.Results of this study show that paternalistic leadership(benevolent leadership)has a positive moderating effect on the relationship between deep acting and the different dimensions of OCB,and has a negative moderating effect on the relationship between surface acting and OCB-G.Paternalistic leadership(moral leadership)has a positive moderating effect on the relationship between deep acting and OCB-I,OCB-S;Paternalistic leadership(authoritarian leadership)has a negative moderating effect on the relationship between surface acting and the different dimensions of OCB,and has a negative moderating effect on the relationship between deep acting and the different dimensions of OCB.Finally,the above findings were analyzed and discussed,on the basis of which managerial implications and recommendations were presented.At the end,this paper pointed out the limitations of the study and directions of future research.