The Influential Factors Of Emotional Labor And The Relationship Between Emotional Labor And Employees' Mental Health

As a way to enhance service quality and organizational performance, emotional labor has been given more and more emphasis. The organization not only requires its employees to manage their own feelings and display the emotions that the organization needs, but make the related evaluation. Emotional labor has become a commence nowadays. The research shows that emotional labor can help the customers to buy more and make a positive evaluation on the service. On the other hand, emotional labor can enhance employees' sence of achievement. Emotional labor can also be induced job burnout as a kind of stress. In this study, we mainly focus on three aspects: the personal variables that influence emotional labor; the influence that emotional labor has on employees' well-being; and the effects of organizational support and identification on emotional labor.Our research results include:(1) Positive and negative affects can influence the employees' strategies of displaying emotional labor. The person who has more negative affects will have much surface acting and few natural acting; The effects of positive affects on natural acting is significant, but not on surface acting and deep acting.(2) The person who is high in self-monitoring will display much emotional labor and he or she likes to manage his or her own emotions .In order to display the proper emotions, he or she will display both surface acting and deep acting the same time.(3) Three strategies of emotional labor have different effects on emotional exhaustion and satisfaction. Surface acting can increase the emotional exhaustion and decrease employees' satisfaction with the emotional exhaustion as its mediator. Negative affects can increase workers' satisfaction, but deep acting has nosignificant effects on emotional exhaustion and satisfaction, and emotional exhaustion has significant effects on satisfaction.(4) Organizational support not only has significant effects on surface acting and natural acting, but can increase employees' organizational identification. Organizational identification can increase employees' natural acting, deep acting and surface acting. Organizational identification can decrease the emotional exhaustion and the surface acting under the high organizational identification can not decrease the satisfaction.