关键词: 情绪智力, 情感耗竭, 情绪劳动策略, 组织支持感

Abstract: Emotional exhaustion has increasingly become a common phenomenon in the fiercely competitive modern service industry. Emotional exhaustion is the feeling that an individual′s emotional resources and related physiological resources are exhausted, which is manifested in a long-term insomnia, social withdrawal, full of fatigue and frustration, lack of energy and enthusiasm in work, etc. This kind of negative emotional reaction will lead to the decrease of employee′s job satisfaction, which will also have a negative impact on the performance of the whole organization. Service industry is a typical emotional labor, because employees must adjust their emotional behavior in order to complete organizational work effectively, so as to make their emotional expression consistent with organizational requirements. Therefore, for employees engaged in emotional work, because they need to invest the corresponding emotions in the service objects, the commercialized emotions become a commodity, which makes them more likely to produce such negative emotional experience. According to questionnaires of 479 bank tellers, this paper first studies the path and conditions of employees′ emotional intelligence affecting emotional exhaustion by constructing a moderated mediation model and using multiple regression statistical analysis methods. The results show that the emotional intelligence has negative prediction function on emotional exhaustion; The surface acting and deep acting of the emotional labor strategy, mediate relationship of emotional intelligence affecting emotional exhaustion respectively; Perceived organizational supports is the conditions of labor strategy affecting emotional exhaustion; Perceived organizational supports moderate mediating effect of the labor strategy on emotional intelligence affecting emotional exhaustion, namely under the condition of low perceived organizational supports, emotional intelligence influence emotional exhaustion mainly through the surface acting to conduct, and under the condition of high perceived organizational supports, emotional intelligence have more effect on emotional exhaustion to conduct through the deep acting. Compared with the previous research, these results can not only enrich the study of emotional exhaustion and emotional intelligence in theory, and in practice to reduce the phenomenon of emotional exhaustion of emotional labor, play important application value. The main contribution of this paper is that it further reveals the influence mechanism and conditions of employees′ emotional intelligence on emotional exhaustion on the basis of previous scholars′ research on emotional intelligence and emotional exhaustion, through the construction of a moderated mediating model. These results not only expand the existing research boundary of emotional exhaustion, but also provide theoretical basis or conclusion basis for the follow-up research on related topics. In addition, the current academic research on emotional exhaustion is mainly concentrated in medical workers, teachers, police officers and other groups. However, it is the first time for this study to explore emotional exhaustion with bank tellers as samples, which constitutes the creation of this study new content. Organizations can reduce the emotional exhaustion of emotional workers in the following ways. First, enterprises should take emotional intelligence as an important indicator and include it in the selection, promotion and training of emotional workers; Second, enterprises should make employees clear about the content of emotional labor through job analysis and promote individuals to actively identify with the emotional expression rules of the organization; Third, enterprises should provide more emotional support to employees to help them reduce the negative emotions accumulated in the work; Fourth, enhance the work support of managers to employees, and provide them with business guidance to help them successfully complete various tasks.

Key words: emotional intelligence, emotional exhaustion, emotional labor strategy, perceived organizational support