Effects of emotional labor on organizational performance in service industry

In the society where service industry is the mainstream,emotional labor has become the primary work connotation for workers in service industry. abundant emotional labor has resulted in more rapid emotional exhaustion that emotional dissonance is likely enhanced. in the environments with longer working hours,employees' emotional exhaustion in service industry is likely to get more serious. emotional dissonance therefore would be increased,causing burnout,decreasing job satisfaction,and increasing turnover,and working efficiency and quality would be directly reduced. with the supervisors and staff in bullfight group as the research subjects,data for 235 questionnaires is subjected to sem analyses. the results show that,emotional labor presents significantly direct effects on organizational performance; organizational commitment appears remarkably direct effects on emotional labor; and organizational commitment reveals notably direct effects on organizational performance. © 2012 pakistan journal of statistics.