The Influence Of Emotional Labor Strategies On Deviant Behaviors Of Service Industry Employees

With the rapid development of China’s social and economic development,the service industry is taking up an increasingly large proportion of the national economy and has become an indispensable part of contemporary society.With the steady advancement of new urbanization in China,the scale of service employees has also been rapidly expanded.Due to the special nature of service jobs,employees not only have to put in physical and mental work at work,but also need to manage and control their outward emotional performance.In today’s service economy,people’s consumption focus is gradually shifting to the process of consumption experience,and what is sold in the service industry is no longer just the product itself,but more the emotional experience that is integrated into the goods and services.The value of emotional labour is becoming increasingly evident in the service industry and is an important guarantee of effective service delivery.In recent years,the service industry has been hit by a huge impact,millions of hotel,catering and other service enterprises are in deep trouble,which also brings great psychological pressure to employees.During the recovery and development of the service industry,it is worth paying attention to how to avoid the phenomenon of sabotage and intentional destruction caused by emotional labour of service industry employees.Therefore,this study focuses on the service industry and incorporates both employee emotional labour and employee deviant behaviour into the analysis system to explore the process of the role of emotional labour on employee deviant behaviour and to provide a new perspective for optimising employee emotional labour management,avoiding negative behavioural outcomes and contributing to the healthy development of the service industry.Firstly,this study initially explored the relationship between emotional labour,ego depletion and deviant behaviour of service industry employees through interview method.Secondly,this study constructed a theoretical framework based on resource conservation theory and the effort-recovery model to investigate the influence of emotional labour strategies on employees’ deviant behaviour,and introduced ego depletion as a mediating variable and microbreaks as a moderating variable.In this study,273 valid questionnaires were collected by questionnaire method and the large sample data were analysed with the help of statistical software such as AMOS 26.0 and SPSS 22.0,and then tested the hypotheses,and finally came to the following conclusions:(1)surface acting positively predicted organizational deviant behaviour and interpersonal deviant behaviour,while deep acting negatively predicted organizational deviant behaviour and interpersonal deviant behaviour;(2)surface acting positively predicted ego depletion,while deep acting negatively predicted ego depletion;(3)Ego depletion positively predicted organizational deviant behaviour and interpersonal deviant behaviour;(4)Ego depletion partially mediated the effect of surface acting on organizational deviant behaviour and interpersonal deviant behaviour,and ego depletion partially mediated the effect of deep acting on organizational deviant behaviour and interpersonal deviant behaviour;(5)Micro-breaks negatively moderated the effect of ego depletion on organizational deviant behaviour,but not in the effect of ego depletion on interpersonal deviant behaviour.Finally,this study provided an in-depth discussion of the findings,elaborated on the theoretical and practical implications of this study,and pointed out the shortcomings of the study and the outlook for the future.