A Study On The Impact Of Emotional Labor To Employee Well-being And Turnover Intention

Service company is developing rapidly and appears to be an important role in thethird industry. Emotion is a frontier issue in organization management. It is importantthat how to manage emotional expression and complete the tasks in organization in afierce environment with competing. Emotional labor, as an important method forcommunication with people, exist ererywhere in our life. Recently, there is obviouslyprogress about the research of emotion in foreign countrys, but there are only a fewstudies of emotion management in China. Especially empirical study about the natureof emotional labor, the factors affect emotional labor and the results of emotionallabor. Based on this situation, we focus on what is the relationship between emotionallabor, employee well-being and turnover intention. We wish to do somethingbeneficially to the following research.Based on the theories of control theory, resource conservation theory andemotional events theory, we reviewed some studies about emotional labor, emotionaldisplay rules perception, emotional dissonance, job well-being of employee andturnover, and established a model about working attitude of employee, analyzed therelationship between emotional labor, employee well-being and turnover, studied themoderating effect of emotional dissonance and emotional display rules perception onthe variables above, then we analyzed the effects of emotional labor on employeewell-being and turnover intention. We had a survey about the bank clerk from Hunan,Guangdong, Zhejiang with questionnaire and found some results by computing withSPSS20.0, Lisrel8.7and Amos17.0. The results reveal that facial acting has a negativeeffect on employee well-being, a positive effect on turnover intention and a positiveeffect on emotional dissonance; Deep acting has a negative effect on emotionaldissonance; Emotional dissonance has a partial moderating effect on the relationshipbetween facial acting and turnover intention; Emotional display rules perception has amoderating effect on the relationship between emotional labor and emotionaldissonance; High emotional display rules perception can strengthen the positiverelationship between facial acting and emotional dissonance, and strengthen thenegative relationship between deep acting and emotional dissonance.Results of the empeirical study reveal that there is high reliability of thequestionare which means the results are convincing. There are differences about the effect of background variables to emotional labor, emotional display rules perception,emotional dissonance, employee well-being and turnover intension; there issignigicant effect of emotional labor on turnover intention; emotional dissonance isthe medium of the relationship between emotional labor and employee well-being;emotional display rules perception moderate the relationship between emotional laborand emotional dissonance.At the end of the paper, all the results are concluded and some advices aboutmanagement are given, furthermore, we state the limits of this study and someproblems that need to do more research on it.