An Empirical Study Of The Frontline Employees Emotional Traits, Emotional Labor Strategies And Service Performance Of The Hotel Business

As a service industry employees, hotel enterprises in the implementation of emotional management process, to be fully aware of the hotel staff to provide services in the process of working, has shown that specific emotions, emotional labor, in real work, employees’ emotional labor will enable the hotel services provided with distinct emotional characteristic, and hotel in the emotional labor management ability of adjusting control, can effectively measure the employee service performance, and the emotional labor service effect was reflected in actual.Based on the questionnaire survey in the hotels, we carried on three data analyze methods, which are the descriptive analysis, the correlation analysis, and multiple regression analysis. On this basis, we get four main conclusions:Conclusion1:hotel staff in practical work, the importance of emotional labor management mainly in two dimensions (surface behavior and depth behavior) frequency is very high;Conclusion2:Emotional labor strategies have significant impact on service performance of the hotel frontline employee. Specifically, when surface acting strategy is carried on by the employee, it will have negative effect on their service performance; In the contrary, when deep acting strategy, it will positively affect the employee’s service performance.Conclusion3:Emotional characteristics don’t have direct effect on employee’s service performance. However, they affect the service performance through the emotional labor strategy, that is to say employee’s emotional strategy is the mediator. Specifically, there are four relationship paths:respectively areâ‘ Negative emotionâ†'surface emotional strategyâ†'service performance;â‘¡Negative emotionâ†'deep emotional strategyâ†'service performance;â‘¢Positive emotionâ†'deep emotional strategyâ†'service performance;â‘£Positive emotionâ†'genuine emotional strategyâ†'service performance.Conclusion4:When frontline employee meets positive emotion in work, generally he/she will take deep acting strategy. However, when frontline employee meets negative emotion in work, he/she could carry on different emotional labor strategies. Some of them will take surface acting strategy, while others will take the better emotional strategy---deep acting.For the above conclusions, this paper presents a number of recommendations. Labor responsibilities in the process of emotional management in the hotel business, you must want to clear, to be good at more staff engaged in emotional labor found in the the usual hotel management process, the other in the training courses should be added about the emotional labor some relevant content.