Analysis on the Emotional Labor Effect of Medical Staff in Chinese Public Tertiary Hospitals

Abstract

Emotional labor in the research field of service industry has been valued by organizations, managers and service employees. As a high-frequency and high-intensity emotional labor group, the two emotional labor strategies adopted by medical staff, surface acting performance and deep acting performance, have an important impact on the medical staff's own mental health, job satisfaction, patient satisfaction and loyalty. Surface acting performance plays a restraining role, while deep acting performance does the opposite. Based on the theory of unconscious emotional infection and the analysis of patients' irrational behavior, this article analyzes the working conditions of medical staff in China's public tertiary hospitals and the important role of emotional labor.