Public Sector Employees’ Emotional Labor Research Perspective Of Job Demands-Resources Model

Emotional labor has become a hot topic in the service society.Not only researchers but also organizations increase emphasis on emotional labor management.Since the 1980 s,researchers have studied emotional labor from the perspective of psychology and organizational behavior.With the service-oriented society’s coming,various organizations also use emotional labor as a commodity including great exchange value.China is building a service-oriented government,so public sector needs to provide more high quality service than before,service skills requirements to employees are getting higher and higher,abilities of employee’s emotion management are facing a huge challenge,but the reality is lack of resources to respond to these requirements,we are also lack of awareness of the importance of organizational resources.Most researchers agree that emotional labor is a double-side coin,which has both positive impacts and negative impacts.Research shows that emotional labor has a certain effect on the negative behavior of turnover.Considering the importance of the stable public sector personnel,we should pay more attention to the situation of public sector employees’ turnover intention.Therefore,for the above problems,this study investigated the emotional labor of public sector employees.This research takes public sector employees in Shanghai as research object,analyzes the relationship between emotional labor and turnover intention.Based on the job demands-resources model,this research explores the influence of emotional display rules and organization support on emotional labor,as well as the moderating effect of organizational support on the relationships between display rules and emotional labor.The conclusions are as follows:(1)The difference of job tenure and employee position in the demographic variables will cause significant differences in emotional labor,and the difference of the affiliation will lead to significant differences in turnover intention.(2)Through correlation analysis and stepwise regression analysis,we can find the following conclusions from the relationship between emotional labor and turnover intention: between surface acting and turnover intention exist significantly positive correlation,between deep acting and turnover intention exist significantly positive correlation.(3)Through correlation analysis and stepwise regression analysis,we can find the following conclusions from the relationship between emotional display rules and emotional labor: between positive display rules and surface acting exist significant negative correlation,negative display rules and surface acting exists significant positive correlation;positive display rules and negative display rules and deep acting correlation is not significant.(4)Through correlation analysis and stepwise regression analysis,we can find the following conclusions from the relationship between organization support and emotional labor: Between organization support and surface acting exist significant negative correlation;organization support and deep acting exists significant positive correlation.(5)Through analyzing the moderation effect of organization support to the relationship between emotional expression rules and emotional labor,we find that: Organizational support has a significant moderating effect between positive display rules and surface acting.The higher organizational support,the negative correlation between positive display rules and surface acting is stronger.Organizational support hasn’t a significant moderating effect between negative display rules and surface acting.Organizational support hasn’t a significant moderating effect between positive display rules and deep acting.Organizational support hasn’t a significant moderating effect between negative display rules and deep acting.