An Empirical Study On The Influence Of Emotional Expression Rules On Turnover Intention

With the rapid development of China’s service industry,service level has become a key factor affecting the competitiveness of service enterprises.In order to improve competitiveness,enterprises will formulate various rules for service posts,including emotional expression rules.In order to comply with the rules,service employees will produce high emotional labor in the process of service work and increase the risk of employees’ turnover intention.How to reduce service The turnover rate of service employees is paid attention by the managers of service industry.Based on the theory of resource conservation,this study constructs the relationship model of emotional expression rules,emotional labor,turnover intention and job satisfaction.Taking the rural toll collector of NN Expressway Operation Co.,Ltd.as the research sample,the study takes turnover intention as the outcome variable,emotional expression rules as the independent variable,emotional labor as the intermediary variable and job satisfaction as the adjustment The structural model and regression analysis study of the section variable,to explore the influence of emotional expression rules on turnover intention,as well as the mediating effect of emotional labor and the moderating effect of job satisfaction on the relationship between the two,to provide relevant ideas to improve the psychological problems caused by emotional labor of service employees and reduce the turnover rate of service employees.The results show that:the theory of resource conservation can explain the influence of emotional expression rules on turnover intention,positive emotional expression rules have a significant negative impact on turnover intention of high-speed toll collectors,negative emotional expression rules have a significant positive impact on turnover intention of high-speed toll collectors,and surface labor plays a complete role in the impact of negative expression rules on turnover intention The mediating effect is partly between the positive expression rules and turnover intention;the deep labor is partly between the negative expression rules and turnover intention.After adding moderating variables to the model,job satisfaction can significantly regulate the influence of positive emotion expression rules on turnover intention.There are three innovations in this paper:for the first time,emotional labor is introduced into the study of the relationship between emotional expression rules and turnover intention to explore the mediating role of emotional labor;for the first time,the moderating role of job satisfaction between emotional expression rules and turnover intention is explored;for the first time,combined with the Chinese cultural background and the reality of local enterprises,rural high-speed toll collectors are taken as the research object To explore the influence of emotional expression rules on turnover intention.The research results are that in the context of China,combined with the actual situation of local enterprises,the research has expanded the theoretical mechanism of emotional labor,provided corresponding suggestions and measures for reducing the turnover rate of rural high-speed toll collectors,and also proposed that local governments strengthen the policy support for emotional labor training of rural employees from the perspective of labor export of local governments,so as to help enterprises improve the rural services Job satisfaction of personnel and employment rate of local rural personnel.Finally,after discussing the results of the study,this paper puts forward the shortcomings and future research directions of this study.