The Research On Emotional Work Of Knowledge Workers In IT Enterprises

With the era of knowledge economy, knowledge workers as carriers of knowledge become the focus of competition among enterprises. In this context, the most subjects of emotional work are front-line servicers; Therefore, it is more necessary to study the emotional work of knowledge workers.Based on the literature review, this study proposes research model and hypotheses and surveies the knowledge workers in IT enterprises. In this study, firstly, it revises the emotional work scale; secondly, it analyzes the relationship among personality traits, emtional traits, emotional work and job satisfaction, and examines the moderator-organizational support between emotional work and job satisfaction; thirdly, it analyzes demographic variables of knowledge workers’emotional work.The main results are summarized as follows:(1) In IT enterprises, emotional work of knowledge workers is a two-dimensional concept, and the dimensions are deep acting and surface acting.(2) Openness, extraversion and conscientiousness have a positive influence on deep acting; neuroticism has a positive influence on surface acting; openness\conscientiousness has a negative influence on surface acting(3) Positive emotion has a positive influence on deep acting; negative emotion has a positive influence on surface acting, and has a negative influence on deep acting.(4) Surface acting has a negative influence on job satisfaction; deep acting has a positive influence on job satisfaction.(5) Organizational support is a moderator between emotional work and job satisfaction.(6) Knowledge workers’sex, age and job-time have significant differences in the emotional work, but the education has not significant differences in emotional work.