The Influence Of Emotional Labor On Job Satisfaction

In recent years, the research of employees’ emotional labor at work causes the attention of domestic scholars gradually. Studies have shown that emotional labor has important influence on the work of service industry, such as retail industry, and the research of employees’ emotional labor has practical significance to modern retail enterprises. On the basis of carding the related literatures, this study puts forward the theoretical framework and assumptions, investigates the relationship between emotional labor and job satisfaction. With front-line employees of appliance retail enterprises as the research objects, this study collects the related data by using the methods of interview, questionnaire survey, Using SPSS statistical methods, such as correlation analysis and hierarchical regression analysis, the research explored the effect of emotional labor on job satisfaction. This study sets emotional labor as an independent variable, job satisfaction as a dependent variable and coworker support as a moderator. The emotional labor is divided into two major categories of emotion camouflage performance and actual performance, including four dimensions of surface acting, deep acting, proactive true performance and passive true performance. The emotional labor of frontline employees of home appliance retail enterprises is discussed in this paper. And the relationship between emotional labor, coworker support and job satisfaction is explored.Through the empirical analysis, the paper arrives at these conclusions:Firstly, surface acting and job satisfaction has significantly negative correlation, and deep acting and proactive true performance have positive effect on job satisfaction, but the passive true performance is not significantly related to job satisfaction. Secondly, coworker support moderates the relationship between surface acting and job satisfaction. That is to say, the negative effects of surface acting posed on job satisfaction can be weakened by coworker support. And coworker support moderates the relationship between proactive true performance and job satisfaction, namely, the positive effects of proactive true performance posed on job satisfaction can be strengthened by coworker support. On the contrary, as for deep acting, such moderator can hardly regulate their relations. Besides, coworker support also can’t change the relationship between passive true performance and job satisfaction.Based on the research conclusions, the study puts forward that enterprises should pay attention to emotional labor problems, and offers a range of related management measures from five aspects.Finally, this paper summarizes the research implication and limitations, and points out the future research direction of emotional labor.