An Empirical Study On The Effect Of Emotion Labor On Customer Satisfaction

Banking commercialization reform deepening in China in recent years, customers,are also important indicators of banking business decision. As a service industry, bankcounter staff as their work requires frequent contact with customers a high level ofemotional labor, creating huge profits for the organization. However, emotional laborresulted in what has been the impact on customer satisfaction? Counter staff as animportant part of bank services, linked to the Bank’s service quality, image, and so on,directly affect customer satisfaction. Select Bank counter staff and customers in this studyare research objects, through the exploration of emotional labor and service relationships,emotional labor and customer satisfaction on the quality of relationships to answer theabove questions.So far, the study about bank customer satisfaction a lot, about an employee’semotional labor on customer satisfaction studies are very small. This article sums up therelevant employee customer satisfaction on the basis of the theory of emotional labor andfor bank customers as a research object, suggesting possible influencing factors affectingcustomer satisfaction, through empirical research, using SPSS software to analyze thecollected data. Respectively for the reliability and validity of the analysis, factor analysisand multiple regression. Of affecting China Construction Bank employees conducted astudy on customer satisfaction of emotional labor, sum up the results in order to makerecommendations for improvement.This article to service quality for intermediary variable, visits commercial banksemployees emotional labour on customers satisfaction degrees of effect, research resultsindicates that, commercial banks employees surface acts on customers satisfactiondegrees has negative to effect, deep acts on customers satisfaction degrees has directly ofare to effect, service quality in line service employees deep acts and customerssatisfaction degrees, and surface acts and customers satisfaction degrees Zhijian up topart intermediary role. Basic emotional expressions and interactions between factors andcustomer satisfaction are related. Emotional display moderate positive correlationbetween diversity and customer satisfaction. Through research, identify areas where commercial bank staff need to improve this article, targeting increased customersatisfaction, is of great practical significance.