Empirical Research On The Effect Of Proactive Personality On Emotional Labor In Service

Service quality has been one of the main competitivenesses of service enterprises, and service enterprises pay more attention to the service quality to strive to achieve customer delight to commit "very satisfied", not to pursue customer satisfaction simply. Emotional interaction which involves front-line service workers and customers is the key factors of service work which plays a vital role in quality delivery. But it is difficult to set standards to monitor terminal services personnel behavior, it need more to rely on the staff s basic quality and service consciousness to self control their service behavior. In this paper, we choose front-line service employees as samples, to discuss the impact of proactive personality on emotional labor. Meanwhile, we also discuss mediating effect personal service orientation played and moderating effect servant leadership in the model.First, in the paper, we review the literature of the variables:PP, PSO, EL and SL, and the theories about service encounter, personality trait theory, role theory, pointed out the research questions. We make good use of literature mentioned and model we proposed, establish the theory model of the variables mentioned above and use the modern way of empirical study, to collect and analysis the data. And the outcomes related to are as follows:①Poactive personality has a vital positive impact on emotional labor. ②Proactive personality has a vital positive effect on personal service orientation.③Personal service orientation has a significant positive effect on emotional labor. ④Personal service orientation in the relationship between proactive personality and emotional labor plays a mediated role. ⑤Servant leadership in the relationship between proactive personality and personal service orientation plays as a moderated role.Finally, we propose the explanations of the output and discussion about the results is made. Based on the outcomes, we come up with some suggestions for service enterprises in service industry and illustrate limitations of the study and future research directions.