Research Article
Emotional Labor, "Too Much of a Good Thing" ——A Case Study Based on Crawler Technology
@INPROCEEDINGS{10.4108/eai.9-12-2022.2327728, author={Jun Liu and Lijuan Gao and Xianxin Tan and Ruyue Shen}, title={Emotional Labor, "Too Much of a Good Thing" ------A Case Study Based on Crawler Technology}, proceedings={Proceedings of the 4th Management Science Informatization and Economic Innovation Development Conference, MSIEID 2022, December 9-11, 2022, Chongqing, China}, publisher={EAI}, proceedings_a={MSIEID}, year={2023}, month={3}, keywords={emotional labor; too much of a good thing; haidilao; "degree"; case study}, doi={10.4108/eai.9-12-2022.2327728} }- Jun Liu
Lijuan Gao
Xianxin Tan
Ruyue Shen
Year: 2023
Emotional Labor, "Too Much of a Good Thing" ——A Case Study Based on Crawler Technology
MSIEID
EAI
DOI: 10.4108/eai.9-12-2022.2327728
Abstract
Based on the theory of "Too much of a good thing" and web crawler technology, this paper uses Haidilao as a case study to analyze the problem that actually exists in the industry but has not attracted theoretical attention—excessive emotional labor of service personnel. This study uses Python 3.6.2 software to crawl the text data of user comments on Sina Weibo, a large social platform in China, based on the key word "Haidilao Service" identified in this article. A total of 10862 comments were crawled from August 12, 2020 to October 1, 2020. After finishing cleaning, code it. The coding rules are as follows: when a user comment praises Haidilao’s service, it is coded as 1; when the user comment expresses that Haidilao’s service is too enthusiastic, it is coded as -1; the rest of the comments that are not related to Haidilao’s service are coded as 0. Among the comments on Haidilao services, 734 (10862 in total, 8326 of them are 0, 1802 of them are 1) commented that Haidilao’s services were too enthusiastic, accounting for 6.76%. Studies have shown that some Haidilao service personnel have the problem of "over enthusiasm", and excessive emotional labor will cause bad experience for customers. It is proposed that the emotional labor of service personnel should have a "degree" concept, and the service personnel are required to provide moderate and accurate emotional labor.