The term “Emotional labor” is coined by social psychologist Hochschild in 1983．In the fast development of service industry in China, reseachers and organization practicers attach much importance to employee’s emotional labor. This research inv... The term “Emotional labor” is coined by social psychologist Hochschild in 1983．In the fast development of service industry in China, reseachers and organization practicers attach much importance to employee’s emotional labor. This research investigates the effects of emotional labor on turnover intention in a framework made up of emotional labor strategy, counterproductive work behavior and emotional exhaustion. The method of this research is questionnaire survey. The survey subjects come from Chinese 5 star hotel service industry. The data collected are analyzed by correlation analysis, regression analysis, structural equation modeling and so on. The conclusions obtained by this research are as follow： First of all, from the impact of emotional labor on emotional exhaustion, although the deep acting of emotional labor does not affect emotional exhaustion, the surface acting has a negative impact on emotional exhaustion. Second, from the impact of emotional labor on counterproductive work behavior, the surface acting will lead to static image for counterproductive work behavior at organizational and individual levels. That is, the more surface acting is, the more individual or organizational counterproductive work behavior will be in all aspects. But the deep acting of employees has a negative impact on organization and individuals. That is, the more deep acting is, the less individual or organizational counterproductive work behavior in all aspects. Third, according to the research, emotional exhaustion has a static impact on individual and organizational counterproductive work behavior. That is, the more emotional exhaustion are, the more individual or organizational counterproductive work behavior will be. Finally, emotional labor indirectly affects counterproductive work behavior through emotional exhaustion, which completely spreads the surface acting of individual and organizational counterproductive work behavior. That is, surface acting leads to emotional exhaustion, thereby having the negative impact on employees and resulting in individual and organizational counterproductive work behavior. However, according to studies, deep acting directly affects counterproductive work behavior without mediator effect on emotional exhaustion. This thesis studies the impact of emotional labor (surface acting and deep acting) and emotional exhaustion on counterproductive work behavior (individual and organizational) and hopes for publishing fundamental information. KEYWORDS : Emotional Labor Strategy, Emotional Exhaustion, Counterproductive Work Behavior. ，韩语论文网站，韩语毕业论文 |
