A Study On The Influence Of Hotel Employees’ Emotional Labor Strategies On Work Deviation Behavior

Under the background of the rapid development of China’s consumer economy and service industry,tourism has greatly promoted the growth of the national economy.As a pillar industry of the tourism industry,the importance of hotel is self-evident.High-star hotels adhere to the principle of service first,requiring staff to serve in accordance with working standards.Employees always smile,treat people warmly,be kind and courteous,and give guests a good check-in experience,which is emotional labor.Emotional labor is the most common type of work in the hotel and other service industries.In recent years,the negative effects on individuals and organizations caused by emotional labor of hotel employees have been paid more and more attention by theorists and practitioners.Are emotional exhaustion and work deviation behaviors,as typical negative psychological states or behaviors in an organization,related to emotional labor or different strategies of their choice?The relationship between the choice of different strategies of emotional labor and emotional exhaustion and work deviation behavior has been gradually discussed by scholars.At the same time,emotional labor,emotional exhaustion and work deviation behavior are all closely related to the personal and organizational interests of employees,which urgently need to attract the attention of managers.Under this background,this paper takes the high-star hotel employees as the research object,takes the hotel employees’ emotional labor strategies as the starting point,based on COR theory,AET theory,JD-R model and other theories,combined with the previous scholars on emotional labor strategies,emotional exhaustion,work deviation behavior,organization-based self-esteem and other related research content,combed out the hotel staff measurement scale suitable for the Chinese situation.This paper constructs the intermediary model of emotional labor strategy,emotional exhaustion and job deviation behavior,and the regulation model of emotional labor strategy,organization-based self-esteem and work deviation behavior,through the field research data analysis and verification of the theoretical model,so as to explore the relationship and mechanism between the four.It broadens the result variables of hotel employees’emotional labor strategies and the antecedent variables of service-oriented enterprise employees’ job deviation behavior,and confirms that emotional exhaustion is the core dimension of job burnout.Part of the intermediary role between emotional labor strategies and job deviation behavior enriches the research content of organization-based self-esteem as a regulatory variable in negative work situations.Through the above research,the conclusions are as follows:(1)Emotional labor will affect hotel employees’ work deviation behavior,in which the surface behavior will positively affect the employees’ work deviation behavior,while the deep behavior will negatively affect the employees’ work deviation behavior.(2)Emotional exhaustion positively affects work deviation behavior.(3)Emotional labor strategies have an impact on emotional exhaustion,in which the surface behavior positively affects employees’ emotional exhaustion;the deep behavior negatively affects employees’ emotional exhaustion.(4)Emotional exhaustion plays an intermediary role between emotional labor surface behavior and job deviation behavior,while emotional exhaustion does not mediate between emotional labor deep behavior and job deviation behavior.(5)Organization-based self-esteem can regulate the relationship between emotional labor and work deviation behavior of hotel employees.Among them,organization-based self-esteem negatively regulates emotional labor deep behavior and work deviation behavior,and organization-based self-esteem does not play a regulatory role between emotional labor surface behavior and work deviation behavior.The conclusion of this study further enriches and develops the theoretical model of emotional labor and work deviation behavior,and proposes that hotels can take corresponding intervention measures to further alleviate employ ees’ emotional exhaustion and work deviation behavior problems caused by surface behavior.The hotel can provide emotional management training for employees,improve employees’ emotion regulation ability and work skills,encourage employees to use deep behavior,increase recognition and internalization of roles,and actively cultivate employees’organization-based self-esteem.Pay attention to employees’ personal value,give timely and effective affirmation,and improve their sense of organizational value and competence.