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Study on Relationship Among Spa Technicians’ Social Skill, Organizational Commitment, Emotional Labor and Job Performance
Emotional labor is a commodity of the service industry, and is a part of professionalism as it is integrated into the job function. Past research on emotional labor mostly studied emotional labor process of different jobs by qualitative method or evaluated the antecedent and outcome of expression of emotional labor by quantitative method. Most of theoretical models treated workers with high emotional labor as samples. Spa is a service created in response to the market demand for relaxation products. Spa technicians work under a high demand of physical and mental labor. They need to have excellent massage skills, and satisfy customers’ emotional needs by emotional labor to construct their loyalty. This study treated Day Spa female technicians who have long service time and frequent contact with customers as samples in order to explore the relationship among their social skills, organizational commitment, emotional labor and job performance. The results were expected to validate the theoretical model of emotional labor established by this study. Data of variables were based on 425 valid questionnaires. According to result of regression analysis, Spa technicians’ social skill can positively predict job performance and positively predict surface acting and deep acting of emotional labor. Their organizational commitment can positively predict job performance and positively predict surface acting and deep acting of emotional labor. In addition, their surface acting and deep acting of emotional labor has partial moderating effect among social skills, organizational commitment and job performance. Thus, the theoretical model of emotional labor established by this study is validated.
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