An Empirical Study on the Influence of Superior Developmental Feedback on the Emotional Labor Strategies of Bank Grassroots Employees: A Moderated Mediation Model of SPSS

DOI

10.2991/978-94-6463-552-2_13How to use a DOI?

Keywords

Superior Developmental Feedback; Perceived Organizational Support; Emotional Labor Strategies; Learning Goal Orientation; Bank Grassroots Employees

Abstract

With the advent of the digital transformation and the service economy era, the emotional labor of bank grassroots employees is a key factor affecting the quality of bank services and reputation. How to increase the deep acting of grassroots employees and reduce surface acting has become a real problem that banks need to solve to improve service quality. Based on the social exchange theory and using the statistical analysis tools SPSS 29.0 and AMOS 28.0, this study investigates the mechanism of the influence of superior developmental feedback on the emotional labor strategy of bank grassroots employees through hierarchical regression analysis with 304 bank grassroots employees as the research subjects. And Bootstrap test was conducted by model1 and model4 of process plug-in in SPSS 29.0 to verify the mediating role of perceived organizational support and the moderating role of learning goal orientation. The results of the study show that: (1) superior developmental feedback is negatively related to surface acting and positively related to deep acting of bank grassroots employees; (2) perceived organizational support plays a partial mediating effect between superior developmental feedback and both surface and deep acting of bank grassroots employees; (3) learning goal orientation plays a positive moderating role between superior developmental feedback and perceived organizational support, i.e., the higher the individual’s learning goal orientation, the greater the positive effect of superior developmental feedback on perceived organizational support.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Qi Li
AU  - Zhe Chen
PY  - 2024
DA  - 2024/10/27
TI  - An Empirical Study on the Influence of Superior Developmental Feedback on the Emotional Labor Strategies of Bank Grassroots Employees: A Moderated Mediation Model of SPSS
BT  - Proceedings of the 4th International Conference on Management Science and Software Engineering (ICMSSE 2024)
PB  - Atlantis Press
SP  - 130
EP  - 144
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6463-552-2_13
DO  - 10.2991/978-94-6463-552-2_13
ID  - Li2024
ER  -