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...

With increasing competition among hotels, managing employees seems to be important issue in delivering services to customers effectively. This issue also affects the firms’ outcomes and incomes. Thus, hotels as a service providing firms must be able to man age the emotions of employees in...

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...

It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an...

It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emotions has been largely overlooked. This paper establishes an...

Job insecurity (threat of job loss) is widespread and becomes a permanent phenomenon for a lot of employees. Based on the response of 926 Finnish employees, this study investigated the direct lagged relationship between job insecurity, coping resources (job control, social support, and...

Purpose of the current study is to discover the relationship between rating on annual progress reports and job satisfaction; between personality traits and job satisfaction among Banks employees; and to explore age, gender salary, marital status, and education differences on job satisfaction....

This research work begins with a compact presentation of the general background to the study. The presentation provides readers who are not familiar with the topic of this research and the value given to banking employees in relation to their fringe benefits in Nigeria. A concerted review of the...

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...