The Empirical Research On Relationship Between Employees’Emotional Labor And Service Quality In Service Business

Emotional labor is a hot topic in recent years in organizational research and by the attention of Western managers and scholars. Especially, the economic system reform and development of our country and the vigorous development of the service industry. The service industry occupy have an increasingly important position in the national economy which led the service industry employees emotional labor by more and more scholars and managers attention. With the development of the tertiary industry service staff has brought huge profits at the same time to the enterprise. The service employees frequent contact with customers which resulting in a high degree of emotional labor then these emotional labor to produce what kind of influence to employees? Who organize and produce what kind of influence? The employee will have high service quality and organizational performance? This study selected the Sichuan region of the financial services industry and mobile communication industry, healthcare, retail and other related service industries of frontline service employees as the research object which in order to job satisfaction and job burnout as the intermediary variable focus on employees’ emotional labor for the effect of service quality of service employees. This paper draws the following conclusions:1. The results of the study show that the surface acting dimension for emotional exhaustion dimension and job burnout in the sense of personal achievement has an obvious positive influence relationship dimension reduction. Deep acting dimension has positive impact on service quality. Therefore this warned us that managers for staff should take measures such as training and communication or psychological education and talk to the staff interviews which in order to improve employee’s heart condition. In order to reduce staff surface acting frequency. In order to promote transformation of employees toward the real emotion dimension and deep acting dimension both direction.2. Job satisfaction in the age and length of service was close to the edge which means that age and length of service more employees higher satisfaction for this work. There are significant differences in the industry category. The results show that accommodation and meal business employee satisfaction with higher satisfaction, but the financial services industry and the communication service satisfaction not have higher satisfaction. As we now bank service employee’s job satisfaction is not high.3. From the dimension of job burnout dimension regression of emotional labor and analysis. Results show that surface acting and emotional exhaustion dimension and job burnout and depersonalization of presenting positive impact. Real emotions on the dimension is not significant and indicating that the frequent surface play this strategy. Then a sense may to make employees feel fatigue self perceived service quality also can not increase the staff.4. Finally, in this study, results show that the quality of service is not directly to the effect of emotional labor. But through the job burnout and job satisfaction indirectly influence. It warns us that managers need to continuously in the management of the employee concerned employee job satisfaction. As important standard of enterprise management, maintain communication with staff time. Accurately grasp the psychological demands of employees in order to improve employee satisfaction. Finally, this will changing employee quality of service.