Author(s)

Xiaoyu Dong

Corresponding Author

Xiaoyu Dong

ABSTRACT

With the rapid development of China's tertiary industry, especially the service industry, more and more people engaged in the service industry. Service personal contact with the customer directly, so service personal`s emotion will affect the customer experience directly. Therefore, Emotional labor is increasingly valued by managers. Emotional labor is a process which staff interact with customer in accordance with certain organizational rules. The study shows that emotional labor has a significant effect on a series of outcome variables in organizational context, both positive and negative, and its target audience includes the actor, the trader, and the rule maker. Through 7-ELEVEn case investigation, the paper finds emotional labor problems that exist in the current service industry and find propose solutions.

KEYWORDS

Emotional labor, Customer Service Quality, 7-ELEVEn