Lo, Sheng Chung; Huang, Kai-Ping - In: International Journal of Management, Economics and … 6 (2017) 1, pp. 40-55
The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on … employees applying surface acting are not totally able to eradicate the effects of job pressures and demands. Deep acting … that surface acting is less likely to result in customer satisfaction. Customer satisfaction with deep acting has been …