Study On The Determinants And Influence Factors Of Hotel Employees’ Emotional Labor

This paper aims to explore the mechanism of employees’emotional labor in star grade hotels organizational context. The detail research includes:the effect of organizational career management and perceived organizational support on employees’ emotional labor and job performance, and the effect of emotional labor on job performance.First, this study proposed the theoretical model based on theories on organizational career management, perceived organizational support, emotional labor and job performance. Second, quantitative analysis was carried out based on a sample of 356 hotel employees, and structural equation modeling (SEM) was utilized to analyze the data for testing the hypotheses proposed. Third, some suggestions for hotel management practices were proposed based on the empirical findings.The main findings of this paper are as follows:(1) organizational career management and perceived organizational support have positive effects on deep acting(one dimension of emotional labor); (2)deep acting has positive effects on job performance; (3)organizational career management and perceived organizational support contribute positively to job performance.Theoretically, the contributions of this study to the literature are as follows. First, this study explored the influencing factors and outcomes of employees’ emotional labor in star grade hotels which may expand the scope of the domestic research on emotional labor to some extent. Second, this study analyzed the effects from the organizational perspective, which provide valuable and innovative findings. Third, this study examined the effects of emotional labor on performance. The findings may provide useful guidance to human resource management in a dynamic situation.From an organizational perspective, the findings of this study may help the hotel managers develop and encourage the employees emotional labor performance and job performance by setting up a suitable career management system. From the staff’s perspective, the findings of this study may help them to be well aware of their career path, and have an effective career planning. Eventually, get a win-win situation between staff and hotels.