Leadership Style,Emotional Labor and Organizational Citizenship Behavior: An Empirical Research Based on Service Enterprises

Based on the investigation of 500 employees from 42 service enterprises,this thesis explored the relationships among leadership style,emotional labor and organizational citizenship behavior. The results showed that laissez-faire leadership style positively predictive surface acting,but transactional and transformational leadership styles positively predict deep acting; surface acting negatively predict the organizational citizenship behavior,but deep acting has opposite effect on it; laissez-faire leadership style has a significant negative effect on organizational citizenship behavior, while the transactional and transformational leadership styles positively predict it. Additionally,surface acting can strengthen the negative relationship between laissez-faire leadership style and organizational citizenship behavior,and weaken the positive relationship between transactional leadership style and organizational citizenship behavior. These findings made a new addition to the emotional labor theory,and had an important role in promoting the organizational citizenship behavior of service enterprises employees.