The Moderating Effect of Prosocial Behavior on the Relationship between Emotional Labor and Emotional Exhaustion of Hotel Employees: based on the Multivariate Linear Regression

With the improvement of customer requirements for service quality, organizations of hospitality industry focus on the implementation frequency of employees' prosocial behaviors. This study attempts to explore the influence mechanism of emotional labor on prosocial behaviors, and then provides theoretical support for organizations to promote employees' prosocial behaviors. Based on SPSS software, this study adopts multiple linear regression method to investigated the impact of emotional labor on turnover intention of hotel front-line employee, as well as the mediating role of emotional exhaustion and the moderating role of prosocial behavior. The results indicate that: (1) Surface acting plays a positive effect on emotional exhaustion, and deep acting plays a negative effect on emotional exhaustion. (2) Surface acting plays a positive effect on turnover intention, and deep acting plays a negative effect on turnover intention. (3) Emotional exhaustion has a positive effect on turnover intention. (4) Emotional exhaustion plays a mediating role between emotional labor and turnover intention. (5) Prosocial behavior plays a moderating role between emotional labor and emotional exhaustion.