A Study On Emotional Labor And Job Satisfaction Of Bank Of China Shanxi Branch Employees

The banking industry is one of the most important factors for a country’s economy. It pays more attention to the quality of service because of its particularity. In the increasingly competitive banking market, customer satisfaction, as the primary target under the banking system, depends on the banking service, which lies on the staff job satisfaction. In banking service, the staffs not only need to finish their work by certain mental and physical labor, but also need to adjust and manage their emotions maintain good relations with customers. Under this background, emotional labor and job satisfaction receive more and more concern as a tool of banking service and banking performance.200employees from the Bank of China have been set to the object of study in this research. This thesis draws to the following main conclusion by a series of statistical analysis of the questionnaire.Conclusion1:In the Bank of China, the employees’ work shows significant relationship between emotional labor and job satisfaction.Conclusion2: For the Bank of China staff, surface acting corresponds to low job satisfaction, deep acting corresponds to high job satisfaction.Conclusion3:The most influential job satisfaction factors are identified as working system, job characteristics, job relation and compensation benefit.According to the results of the study, this thesis put forward to some suggestions to improve the staff’s emotional labor and job satisfaction. Meanwhile, these suggestions provide a reference basis for the Bank of China staff training and management.