A Study On The Influence Of Emotional Labor On Emotional Exhaustion

With the rapid development of the times,the service industry plays a important role in China’s economy.The nature of the service industry determines that employees engaged in the service industry need to invest more emotional labor in their work.Taking the high-speed toll collector as an example,the professional characteristics of this group determine that this is a work that needs to interact with people and invest a lot of emotions.When they invest more emotional resources in work but can not be supplemented in time,they will produce emotional exhaustion,which will bring a series of hazards,such as reducing the enthusiasm of employees.Therefore,it is particularly important to explore the relationship between emotional labor and emotional exhaustion of high-speed toll collectors,and effectively reduce the generation of emotional exhaustion.Based on the theory of resource conservation,this study constructs the relationship model of emotional labor,well-being,emotional exhaustion and service climate.Regression analysis and structural equation model are used to make an empirical study on the rural high-speed fee collectors of Guangxi transportation investment group NN Expressway Operation Co.,Ltd.It tested the influence of emotional labor on emotional exhaustion,the mediating effect of well-being and moderation effect of service climate.It provide new ideas for improving employees’ well-being,reducing psychological problems caused by emotional labor,and reducing the occurrence of emotional exhaustion.The empirical research results show that emotional labor can predict emotional exhaustion,and well-being plays an intermediary role in the influence of emotional exhaustion in the two dimensions of emotional labor:surface acting and deep acting.Service climate positively regulates the relationship between deep acting and well-being,and negatively regulates the relationship between surface acting and work well-being.There are three innovations in this study:the first time introduce well-being as mediating role in research center of the relationship between emotional labor and emotional exhaustion,explore the mediating role of well-being;the first time to explore the regulatory role of service climate between emotional labor and well-being;combined with Chinese culture and local reality,explored the impact of emotional labor on emotional exhaustion of rural high-speed toll collectors influence.Finally,this paper summarizes the research results,and puts forward the shortcomings,hope to provide new ideas and directions for future research.