Research On Organizational Factors Of Employees’ Emotional Labor

For a long time, companies are more concerned about employees’ health, while mental health problems have been ignored which leads to the rare occupational mental health inputs. And emotion, an important part of psychological reactions, could not be neglected because it affects people’s work and life. In 1970s, domestic and foreign researchers carried out extensive research on emotional problems which exist in employees of organization. With the deepening of the study, "emotional labor" gradually comes into researchers’ view and has become a hot spot of the research on sociology and psychology.Emotional labor, as a special form of labor, is important for employees in service industry who put it as the main work content. And the bank, as an important member of the service industry, has produced a great impact on the service industry and the whole economic system. Currently, competition among banks leads that high-quality and efficient services become the key elements for banks to win, which require bank employees to follow the organization’s "rule of show" to show a positive sentiment that make emotional labor, and then enhancing customer satisfaction. In this background, the paper selects bank as research subjects to explore emotional labor situation of the employees in banking sector. Current research on antecedents of emotional labor focused on individual factors, less concerned about the organizational factors. Therefore, we choose organizational factors which have an influence on banking staffs’ emotional labor as the direction of research. Not only can it enrich the research of emotional labor, but also provide guidance to banks to manage the mood of employees.By reading a lot of literature in home and abroad, this paper sums up the organizational factors that affect employee emotional labor firstly, then uses the methods of in-depth interviews and grounded theory to obtain organization factors of employees emotional labor of joint-stock commercial bank in Hefei (China Everbright Bank, China Merchants Bank, Huishang Bank and Minsheng Bank).The organization factors consist of organizational support, organizational identity and transformational leadership. And on the basis of this, a questionnaire is designed for junior staff in joint-stock commercial banks. Through the collation and statistical analysis of questionnaire results, we have concluded that:For junior staff in joint stock commercial banks in Hefei, organizational support will reduce staff surface labor, increasing deep labor and natural expression; a high degree identity of the organization will help employees carry out more deep labor or natural expression and less surface labor; transformational leadership has a significant positive correlation effects on deep labor and natural expression, while has a significant negative impact on the surface labor.This article will be divided into seven parts:The first part is the introduction. Through the description of major research background, this section point out the research significance and research issues:1. What is emotional labor; 2. Which organizational factors will affect the modes of employees emotions labor in the joint-stock commercial bank; 3. How to optimize the method of commercial bank employees emotional labor, improve the emotion management of employees); the second part is the study on the theoretical basis of emotional labor and related research studies which gives the groundwork for the following research; the third part is the qualitative research on organizational factors that affect commercial bank employees emotional labor, this section extract the organizational factors which have an influence on employees’ emotional labor through in-depth interviews and grounded theory; the fourth part is the theoretical model and research hypothesis of the article. Nine hypotheses have been pointed in this section through literature reading and qualitative research; the fifth part is the design of this research, mainly on the design of variable scale. And the reliability and validity of the variable scale will be inspected by the collected and screened questionnaires; the sixth part is data analysis and hypothesis testing. This section is mainly to verify the proposed study suppose through correlation and regression analysis; the last part is the conclusions and managerial implications section. This section will provide constructive suggestions on emotional labor and emotional management for employees in the joint-stock commercial bank from an organizational point of view.