金融服务业员工情绪劳动与服务质量的关系研究

The Research on Relationship between Employees' Emotional Labor and Service Quality in Service Business

本文选取了四川地区金融服务业一线员工为研究对象,采用问卷调查及实证分析,以工作倦怠为中介变量探讨了员工情绪劳动对于员工服务质量的影响。实证结果表明:(1)情绪劳动与各个维度与服务质量皆存在不同的影响;(2)情绪劳动的各个维度与工作倦怠的影响也不相同;(3)工作倦怠各个维度与服务质量存在负相关关系;(4)工作倦怠可以作为情绪劳动和服务质量的中介变量。

This paper selected the Sichuan region of the financial services industry of frontline service employees as the research object which in order to job satisfaction and job burnout as the intermediary variable focus on employees' emotional labor for the effect of service quality of service employees. The result shows:(1)Each dimension of emotional labor is different infl uence on the service quality.(2) Each dimension of emotional labor is different infl uence on the job burnout.(3) There is a negative correlation relationship of each dimension of job burnout and service quality.(4) The quality of service is not directly to the effect of emotional labor.