Study On The Relationship Between Employee Emotional Labor And Customer Response

Nowadays, the service industry plays a more and more high proportion in a country GDP. Compared with developed service industry, service industry lags behind Chinese. The overall quality of our service personnel is low, employee emotional labor often overlooked. At present, Chinese scholars for the study of emotional labor can be divided into:the translation of foreign literature, the emotional labor intension, emotional labor measurement, and the emotional labor management is applied in practice and explore the relationship between job burnout and employee satisfaction, etc. But the relationship between emotional labor strategies and customer response to employee has not yet appeared in the country.In this paper, the hypothesis model of employee emotional labor and customer response is constructed. Then through the design of the questionnaire, we use SPSS data analysis software to carry out descriptive statistical analysis, correlation analysis and regression analysis to explore the relationship between employee emotional labor strategies (surface acting and deep acting) and customer response, and verify the regulating role of customer surface acting detection accuracy.The following results were obtained through the data analysis:1, Employee Deep Acting is positively associated with customer perceived orientation; 2、Employee Deep Acting and perceived service quality is positively related; 3, Employee Surface Acting and customer perceived orientation correlation is not obvious; 4 Employee Surface Acting correlated with service quality perception is not obvious; 5、Customer perceived orientation and perceived service quality is positively correlated; 6% The greater customers’surface acting detection accuracy, the more strongly negative the relationship between employee surface acting and perceived customer orientation、The greater customers’surface acting detection accuracy, the more strongly negative the relationship between employee surface acting and perceived service quality. The moderating effect of Customer deep acting detection accuracy on Employee deep acting and Perceived customer orientation is not obvious; The moderating effect of Customer deep acting detection accuracy on Employee deep acting and Perceived service quality is not obvious; 10、Perceived customer orientation relates positively to customer loyalty intentions.11、Perceived service quality relates positively to customer loyalty intentions.