Research On Emotion Management Of Front - Line Employee In Expressway Of Public Service Industry

Every day, as the public service enterprise the highway’s front-line employees face repeat, complicated operation procedures, emotional self-regulation is relatively low, at this point, the implementation of emotion management is particularly important. How to properly manage employees’ mood has become an urgent problem of the public service enterprise’s manager, which is the content of this paper will focus on the study. This paper introduces at first the concepts and theories of the emotional management and put forward the necessity of execution emotional management in enterprises. On the basis of the investigation and background analysis in the expressway companies, this paper designed a set of questionnaire which aims to explore the factors that affect the emotional of front-line employees in highway.Through the questionnaire analysis, this paper summarizes the three factors and by discuss these ones, ultimately made a series of highly targeted solutions.