Employee´s Emotion and Behaviour under the Circumstance of Emotional Events

High interaction is an important feature of service industry. During the process of service, staff would have high-frequently contact with customers, and the value of the corporation is delivered through these interactions. Normally there are some emotional events accompanying the process of service which will affect the emotion and attitude of the staff. Through reviewing literatures, the authors put forward an emotional model based on the high interactive service industry. The model has been proved by quantitative test under the catering circumstance. The paper concludes that the manager´s attitude oriented and events attribution will have positive im-pact on the emotion and attitude of the staff when an emo-tional event occurs. At the same time, emotional intelligence differences have moderate effect on the model. At the end of the paper, the authors discuss the conclusions, managerial implications, and the future direction.