Study On Relationship Between Emotional Intelligence,Emotional Labor Strategy And Employee's Voice Behavior

With the rapid development of China's economy,the service industry,as a tertiary industry,has gradually developed into a new stage.More and more labor force has entered the service industry.The value of core employees in the organization is gradually emerging,and their organizational citizenship behavior can significantly improve the work efficiency and enterprise performance.Employee voice behavior,as a kind of organizational citizenship behavior that aims to improve the status quo of the organization,has gradually attracted the attention of scholars in recent years.Based on the Emotional Event Theory,emotions provide a new perspective to better explaining the behavior of employees in the organization.However,the emotional mechanism accompanying the behavior chain of employee voice behavior has not attracted the attention of scholars.Therefore,based on the service industry,this paper discusses the relationship between employees' emotional intelligence,emotional labor strategy and advice behavior.This paper is helpful to enrich the study on antecedent variables of voice behavior and conducive to digging into the emotional influence path and mechanism of employee voice behavior.So as to provide reference suggestions for staff recruitment,training,performance and salary in the service industry.This paper takes service industry employees as the research object and is based on Emotional Event Theory,Conservation of Resources Theory,Cognitive Dissonance Theory and Job Demands-Resources Model.The theoretical model was constructed through rigorous logical deduction,and the scale of emotional intelligence,emotional labor strategy and voice behavior which suitable for service employees was developed specifically,and the items of the scale were weighted and designed.The relationship between emotional intelligence,emotional labor strategy and employee voice behavior is deeply discussed,and the mediation effect between emotional intelligence and employee voice behavior is revealed,so as to clarify the emotional influence mechanism of voice behavior and provide constructive suggestions for enterprises to better stimulate employee voice behavior.This paper is based on Structural Equation Model.There are 50 mediating paths to construct the relationship between emotional intelligence(self emotional appraisal,other's emotional appraisal,use of emotion,regulation of emotion),emotional labor strategy(surface labor strategy,deep labor strategy,automatic adjustment strategy)and employee voice behavior(inhibitive voice behavior,accelerative voice behavior),as well as three kinds of emotional labor strategies of the intermediary path.Path analysis and Bootstrap method were used to test and analyze the path one by one.The conclusions are as follows:(1)Emotional intelligence of service industry employees is significantly positively correlated with deep labor strategy and automatic adjustment strategy,and significantly negatively correlated with surface labor strategy(except the relationship between self emotion appraisal and surface labor strategy).(2)There is a significant positive correlation between emotional intelligence and voice behavior of service industry employees(except the relationship between use of emotion and voice behavior).(3)The deep labor strategy and automatic adjustment strategy of service industry employees are significantly positively correlated with voice behavior,while the surface labor strategy is not correlated with voice behavior.(4)In the service industry,both the deep labor strategy and the automatic adjustment strategy have significant positive mediation effect on the influence of emotional intelligence on employee voice behavior,while the surface labor strategy has no mediating effect on the influence of emotional intelligence on employee voice behavior.