중국 통신회사 직원의 감정노동이 직무소진에 미치는 영향

The Effect of Emotional labor on Burn-out among employees in Chinese Telecommunications companies -The Moderating Role of Social Support

With the development of China's economy, the proportion of the service industry in China is getting bigger and bigger, so the quality of service in the service industry is becoming more important. The service industry is different from the primary industry and the secondary industry. The product of the service industry is service, The service is provided by the staff, so the staff plays an important role in the process of the service industry development. In China, the typical service industry are telecommunication companies. There is a big gap in the level of the development of telecom munications between the China and other developed countries. Moreover, to a certain extent, the development level of telecommunications represents the productive forces of a country. In this case, it is necessary to do research on the work of the staff of telecommunication companies. In this study, the object of research are the temporary employees of the Chinese telecommunication companies. We need find what relationship exists between the emotional labor and the burnout of employees, and the effect of the social support between the emotional labor and the burnout. The results of this study suggest that in the service industry, the staff who does the deep acting has less burnout than the staff who does the surface acting. Moreover social support has a moderating effect between emotional labor and the burnout. Even the Supervisor support is stronger than colleague support.