摘要：近几年第三产业已成为世界经济发展的驱动力，中国的餐饮行业也得到巨大的发展空间，餐饮行业属于完全竞争市场，行业门槛低，竞争剧烈。大多数企业便重于企业服务的提升和硬件设施的升级，其中优质的顾客服务越来越吸引顾客，成为企业发展的重要战略。现在员工的工作不仅仅是简单的出售自己的服务，而是在服务的过程中用一种积极的心态去感染顾客。这就要求员工在工作过程中不仅需要体力劳动，脑力劳动同时更需要情绪劳动。餐饮行业是一个人际互动较高的行业，所以服务人员所表达的语言和行为作为一种产品会影响饭店在顾客心里的形象，因此，饭店着重提高一线服务人员的服务质量是大势所趋，由此提高饭店的竞争力，凸显竞争优势。
本研究以员工情绪劳动策略为切入点，研究前因变量中的个体变量和结果变量与情绪劳动策略的相关性。研究采用美国弗吉尼亚理工大学编制，江南大学进行翻译和整理的人力资源管理与员工-组织关系调查问卷。以张掖溢香园饭店为样本案例，对员工进行问卷调查和统计，然后用采用统计软件SPSS19.0进行分析，并得到以下结论；
员工受到的培训学习机会越少，或者饭店的岗位绩效考核评估越不明确，在工作中就越倾向于采用表层扮演。员工从组织得到的工作自主性越多，或者组织提供的发展前景越好，在工作中就越倾向采用深层扮演，员工的薪酬满意程度与其选择表层扮演没有关系；但是如果员工拥有较高的薪酬满意度，那么他们更愿意选择深层扮演。员工对工作具有较低幸福感，在工作中就越倾向采用表层扮演，而与是否采取深层扮演没有显著性的关系。服务人员离职倾向越大，就越会采用表层扮演，尤其是对主管的表层扮演，而与是否采取深层扮演没有显著性的关系。
关键词：情绪劳动；工作变量，表层扮演，深层扮演
ABSTRACT：In recent years, the tertiary industry has become the driving force of the world economy, China's catering industry has also been a huge space for development, food and beverage industry is a perfectly competitive market, low trade barriers and fierce competition. Most businesses will enhance the emphasis on enterprise services and hardware upgrades, including high-quality customer service to attract more customers and become an important business development strategy. Now staff not simply sell their services, but in the service of the process using a positive attitude to infect customers. This requires employees in the work process requires not only physical, but also need mental emotional labor. Food and beverage industry is a higher interaction of the industry, so the service personnel expressed by language and behavior as a product will affect the hotel's image in the customer mind, therefore, the hotel staff focus on improving the quality of service line is the trend, thereby improving Hotel's competitiveness, highlighting the competitive advantage.
In this study, employee emotional labor strategy as a starting point to study the antecedents of the individual variables and outcome variables and emotional labor policy relevance. Study prepared Virginia Polytechnic University, Jiangnan University, finishing the translation and human resource management and employee - organization relationship questionnaire. Zhangye Yixiang Park Hotel as a sample case, staff questionnaires and statistics, and then analyzed using statistical software SPSS19.0, and the following conclusions;
Results of training and learning opportunities for employees are more or hotel more specific assessment of job performance evaluation, the more inclined to adopt in the work surface to play. Staff from the organization's work to get more autonomy, or organizations to provide better development prospects, the more inclined to adopt at work deep play, staff salary satisfaction plays no relationship with select surface; But if employees have higher salaries satisfaction, then they are more willing to choose to play deeper. Employees with job satisfaction higher the more happiness, more inclined to adopt in the work surface to play, but not with whether to take deep play no significant relationship. Staff turnover intention, the greater the surface will be used to play, especially for surface charge play, play with whether to take the deep there was no significant relationship.
Keywords: emotional labor job variable surface acting deep acting
