Research On The Influence Of Emotional Labor On Job Satisfaction Of Tour Guides In Changsha

Tour Guides who are the soul of the tourism activities play a very important role in the tourism industry. Job satisfaction of tour guides affects the service quality of travel agencies. It has been proved that people who have higher job satisfaction will work more hard. Meanwhile higher quality and efficiency of work will also be found in the process of working. In the past, more researches focused on the job satisfaction, while quite few studies concerned about the relationships about emotional intelligence, emotional labor and job satisfaction. In this research, tour guides in Changsha are the objects. The purpose of the study is to explore the influence of emotional labor on job satisfaction. Moreover, emotional intelligence is introduced as a regulated variable for building the model of these three items and the hypotheses of research. Finally, the study is end up with some constructive suggestions based on the hypotheses which have been demonstrated before.This paper build research model and put forward the hypothesis based on the vast amount of the reference material at first. Followed by demonstrating and drawing conclusions by the software SPSS19.0. After that, some suggestions are put forward based on the research conclusions. There are four points in the conclusion through the empirical analysis. First, the demographic variables have an significant effect on emotional intelligence, emotional labor and job satisfaction; Second, the guides' surface behavior has a negative effect on job satisfaction, and external satisfaction has a positive effect on deep behavior, and not significant on the inner satisfaction; Third, the guides' emotional intelligence play a regulating role between emotional labor and job satisfaction. Evaluation of their own emotion, evaluation of others' emotion, using of emotion are play a negative regulating role between surface behavior and job satisfaction, and play a positive regulating role between deep behavior and job satisfaction. Emotional control play a non-significant regulating role between surface behavior and job satisfaction, also not significant between deep behavior and job satisfaction.According to the research conclusions and current situations,this paper put forward suggestions about human resources management from the perspective of emotional intelligence and emotional labor. At first,we should select the appropriate tour guides based on the characteristics of the tour guides emotional labor. Secondly,developing the level of emotional intelligence and emotional labor ability of tour guides and improving the guides' job satisfaction are significant. In addition,it is essential to build people-oriented organizational culture to reduce the guides' negative emotions. Finally,the authorities should implement assessment mechanism of emotional labor to promote the guides to emphasis on emotional labor.