Study On The Effect Of Emotion Labor On Customer Satisfaction Of Commercial Bank

In recent years,with the deepening of the reform of China's commercial Banks and the increasingly fierce competition of commercial Banks,the focus of commercial Banks' competition is gun battle customer resources.The important basis for Banks to obtain customer resources is customer satisfaction,which is also an important basis for Banks to make business decisions.As a service industry,it generates profits for Banks.At the same time,due to work needs,bank employees often contact customers and maintain highly emotional labor.But what is the effect of emotional labor on customers satisfaction,directly affect the employees bank service quality,this is an important part of Banks to offer services,directly affect the customer satisfaction.Based on the analysis of emotional labor and customer satisfaction,emotional labor and the relationship between service quality,service quality and customer satisfaction,on the basis of the relationship between bank employees emotional labor on customers satisfaction,the author of this paper in detail the influence of the research.So far,there have been many studies on customer satisfaction and service quality,but few studies on emotional labor.Based on the front line employees of commercial Banks and bank customers as the research object,in summing up employees' emotional labor and customer satisfaction,service quality and mediating role,on the basis of relevant theories,and probes into the relationship between the empirical research,puts forward the influence of emotional labor on customers satisfaction.To clarify the connotation of variables,as well as the operational definition and measurement indicators of variables,and then to propose the research hypothesis and design the research scheme.Through empirical research,SPSS22.0data analysis software was used to analyze the collected data.Descriptive statistical analysis,factor analysis,correlation analysis and regression analysis were carried out to analyze the sample data in detail.Commercial bank employees' emotional labor was studied on theinfluence of customer satisfaction,and study the quality of service is in the play a mediating role between emotional labor and customer satisfaction,and puts forward some Suggestions on the basis of the research conclusion.The research results show that the basic emotion expression and interaction with the customer degree of satisfaction has significantly positive correlation between deep emotional behavior and customer satisfaction has significantly positive correlation between surface emotional behavior and showed significant negative correlation relationship between customer satisfaction and natural emotion showed moderate correlation between customer satisfaction and behavior;Basic emotion expression and interaction was significantly positively related to quality of service,deep emotional behavior was significantly positively related to quality of service,surface emotions behavior on customer satisfaction has significant negative correlation,the natural emotional behavior was significantly positively related to quality of service;Service quality plays an intermediary role between emotional labor and customer satisfaction.Through specific research,it provides theoretical reference for improving the service quality and customer satisfaction of bank employees.