The Effect Of Emotional Labor On Organizational Citizenship Behavior

With the rapid development of national economy, the service industry has taken the most important part of China’s economic development. In order to produce better customer experience and business performance, service firms pay more attention to the emotional and behavioral problems of staff because their importance in service delivery. However, up to now, scholars mainly focused on emotional labor and organizational citizenship behaviors. Therefore, this paper, which is based on Chinese cultural background, focused on the impact of emotional labor and organizational citizenship behaviors, and added service climate and psychological capital as the moderators to further explore and improve the mechanism. It can enrich theoretical understanding of emotional labor and offer some management suggestions for service firms.This paper reviewed the theories of emotional labor, organizational citizenship behavior, service climate and psychological capital, and then presented the research questions based on summing up the status quo and the limitations of previous studies, and built a research model and theoretical assumptions.We investigated 400 staff which came from different regions. Applying statistical softwares of AMOS and SPSS, this paper drew the following conclusions:(1) Surface acting has no significant influence on the dimensions of organizational citizenship behavior (OCB-I, OCB-G, OCB-O and OCB-S);(2) Deep acting has a significant influence on the dimensions of organizational citizenship behavior (OCB-I, OCB-Q OCB-O and OCB-S);(3)Service climate has a positive moderating effect on the relationship between surface acting and OCB-G, OCB-S,while has no moderating effect on the relationship between surface acting and OCB-I, OCB-O;(4) Service climate has no moderating effect on the relationship between deep acting and the different dimensions of organizational citizenship behavior;(5)Psychological capital has a positive moderating effect on the relationship between surface acting and the different dimensions of organizational citizenship behavior;(6) Psychological capital has a positive moderating effect on the relationship between deep acting and OCB-I, while has no moderating effect on the relationship between deep acting and other dimensions of organizational citizenship behavior.Finally, this paper discussed and analyzed the above conclusions and presented managerial implications and recommendations. At the end of this study, this paper pointed out the limitations and future research directions.