情绪劳动心理控制源与离职意向关系研究——以中原餐饮企业前厅服务人员为例.pdfVIP

ABSTRACT Since Hochschild proposed the concept of the emotional labor in the 1980s,it has been putting more and more attention on.Especially as the proportion of the services increaces rapidly within the industrial structure ,its importance in the practice and the urgency of exploring its theory is becoming more and more prominent.Based on different perspectives and theory ，Academia have made many useful exploration on its dimensions、antecedent and outcome variable and drawn many meaningful conclusions, so that the theory of emotional labor continues to be improved.Based on previous theoretical review, this study puts the emotional labor, locus of control and turnover intention within one framework,with our purpose and assumptions ,we did some research about the lobby servicers in Central Plains catering business.By using t test and correlation analysis, variance analysis and regression analysis, the following conclusions have been drawn out: 1. The emotional labor, locus of control and turnover intention have some differences on some factors of demographic variables 2.Emotional labor, locus of control and turnover intention have significant correlation between each dimension. Deep acting has significantly positively correlation with internal locus of control ,but significantly negative correlation with external locus of control and turnover intention; surface acting has significantly negative correlation with internal locus of control ,but significantly positively correationwith external locus of control and turnover intention; there is significantly negative correlation between internal locus of control and turnover intention ,but significantly positive correlation between external locus of control and turnover intention.