Research On The Effects Of Service Employees’ Emotional Labor On Job Performance

With the deepening of the economic system reform, great changes have taken place in our country’s economy industrial structure, the contribution of service industry on economic growth is more and more big. Different from the traditional manufacturing industry, service industry has its own particularity. Service industry is not only goods and services sold by itself, more is the emotional experience in the process of fusion in goods and services. Service workers, will inevitably encounter a lot of emotional self control, the concept of emotional labor arises at the historic moment. Service industry has a high emotional density, in order to meet the customer’s emotional experience, work performance, employees in the work process of emotional labor. Therefore, the study of emotional labor is of realistic significance.After reviewing the existing literature at home and abroad,we found that the current academic and corporate focus on emotional strategy, internal mechanism, middle variables or regulatory variables and the lack of deepening the study of emotional labor strategy. In review of this, this study based on the theory of emotional labor research, through analyzing the relationship between emotional labor and job performance, we conclude primary indexes. Then we analyze the influence factors of the primary index, extracting the secondary indexes. At last, we set up the index system of emotional labor influencing job performance.Finally this study is using analytic hierarchy process to calculate each index weight, then according to the index system to design questionnaire. At last, we select the service industry staff as the research object, adopting the method of questionnaire investigation. We collect 257 valid questionnaires, using SPSS software to analyze the recovery data. According to the result of data analysis, we put forward some reasonable suggestions. This study for the analysis of employees emotional labor in service industry’s influence on job performance has positive significance.