The Research On The Relationship Between Emotional Labor, Job Satisfaction And Job Burnout

Since the adoption of reform and opening-up policy, and especiallythe entry into WTO, China has had its banking enjoy highly-paceddevelopment. And with continued deepening of the reform, the finance inChina has been opened to the outside world to certain degree. As a result,overseas-funded banks have flooded into China’s market incessantly,which has overthrown the long-existing monopoly of China’s banksbefore; meanwhile, the urban commercial banks established based onpopular bank have gradually enlarged; and the previous state-ownedcommercial banks have undergone joint stock system reform, leading toan increasingly fierce competition in the banking of China.The problem that all the banks could be confronted with is “how topromote the competition of banks and enhance the work efficiency ofbank employees”. The key to solving the problem is to conduct a soundmanagement of bank employees’ emotional labor, which enhances theemployees’ job satisfaction, and relieves their job burnout byinternalizing their emotional labor into their service, so as to promote the employees’ work efficiency.Taking a bank in Shanghai as example, this research adopts thecombined methods of questionnaires and qualitative analysis to analyzethe relationships that employees’ emotional labor has with their jobsatisfaction and job burnout respectively. And the statistics analysissoftware applied here is SPSS19.0. Through demographic analysis,together with the relative analysis and regression analysis of threedimensions of emotional labor, job satisfaction and job burnout, we drawthe following conclusions:(1)The variables have multiple differences in demographic variables.Job burnout has found difference in marriage and work experience; Falseface acting which is a dimension of emotional labor has found differencein marriage and annual salary; emotional work has found difference inannual salary.(2)The relationship between dimensions of emotional labor and jobsatisfaction. Emotional work and personal efficiency correlate positivelywith job satisfaction; False face acting correlates negatively with jobsatisfaction.(3) The relationship between dimensions of emotional labor and jobburnout. Emotional work and false face acting correlate positively withjob burnout.Therefore, in the hope of contributing to enhancing employees’ job satisfaction and to relieving their job burnout for enterprises, this paperprovides such implications and suggestions including promoting theeducation in the consciousness of emotional labor for managers andemployees, and the cultivation of employees’ working ability; increasingemployees’ working efficiency, and the recruitment of employees withrelative work experience; as well as managers’ realization of comfortingemployees’ negative emotions and establishing appropriate incentivemechanism.