Prior research has demonstrated the impact of employee emotional labor strategies (deep and surface acting) on customer behavioral intentions. However, there is limited data on the impact of emotional labor strategy on potential intervening variables and on actual buying decisions. This study...

Most studies on internal marketing and customer-oriented behavior have not examined the correlation of these factors with emotional labor, and there are even fewer papers focusing on this subject with respect to airlines in particular. Thus, this study is to include flight attendants' emotional...

Emotional labour, as a self-contained field of research, is only three decades old. This study aims to summarize key findings from investigations of the last ten years in an attempt to provide a reference for interpretation of organizational emotions and the organizational aspects of emotional...