Will emotional labor influence emotional exhaustion?

• Main Authors: Baasansuren Sukhbaatar, 蘇芭珊
• Other Authors: Dong-Jenn Yang
• Format: Others
• Language: en_US
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/w5gvrr

碩士 === 義守大學 === 管理碩博士班 === 106 === This study is to examine relationship between emotional labor and emotional exhaustion in service organizations. For the service-oriented industry, its survival will depend on how service encounters are managed. Emotion labor is management of emotion to build a publicly visible bodily and facial display. Service employees perform emotional labor in order to deliver high quality service. Emotional exhaustion is a worker’s state of energy depletion and lack of emotional resources (Cordes & Dougherty, 1993; Maslach & Jackson, 1981). We used focus group interview to study the frontline employees’ emotion in service industry. The research team includes one moderator and two observers. In this study random sampling method was used to select the customer-contact employees. The male and female staff has at least 3months work experience. A total of 9 employee’s participants were chosen. Their ages varied from 20-30 years and that employees is foreigner and Taiwanese which means three of them is Mongolian, other three of them is Vietnam and last three of them is Taiwanese. Also they are student of the international university. The reliability of data collection and analysis is shown that the data and coding categorization is acceptable. The results of this study indicated that 1.The all frontline employees have got emotional exhaustion with different reasons 2. These employees don’t feel like emotional exhaustion because of emotional labor. 3. Emotional labors can influence on customer satisfaction.