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The role of occupational emotional labor requirements on the surface acting-job satisfaction relationship
Bhave, Devasheesh P.; Glomb, Theresa M. - In: Journal of management : JOM 42 (2016) 3, pp. 722-741
Persistent link: https://www.econbiz.de/10011449659
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The smiling mask in service encounters : the impact of surface and deep acting
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 service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are...
Persistent link: https://www.econbiz.de/10011644213
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Impact of emotional intelligence and emotional labor on organizational outcomes in service organizations : a conceptual model
Rathi, Neerpal - In: South Asian journal of management : SAJM 21 (2014) 4, pp. 54-71
Persistent link: https://www.econbiz.de/10010519710
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Customer response to employee emotional labor : the structural relationship between emotional labor, job satisfaction, and customer satisfaction
Hur, Won-moo; Moon, Tae Won; Jung, Yeon Sung - In: The journal of services marketing 29 (2015) 1, pp. 71-80
Persistent link: https://www.econbiz.de/10010531127
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Information technology customer aggression : the importance of an organizational climate of support
Shih, Sheng-pao; Lie, Ting; Klein, Gary; Jiang, James J. - In: Information & management : the internat. journal of … 51 (2014) 6, pp. 670-678
Persistent link: https://www.econbiz.de/10010411152
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An emotional labor perspective on the relationship between customer orientation and job satisfaction
Lee, JungHoon; Ok, Chihyung; Hwang, Jinsoo - In: International journal of hospitality management 54 (2016), pp. 139-150
Persistent link: https://www.econbiz.de/10011474071
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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The path from role clarity to job satisfaction : natural acting and the moderating impact of perceived fairness of compensation in services
Chung, Miri; Jang, Young-Hye; Edelson, Steven A. - In: Service business 15 (2021) 1, pp. 77-102
Persistent link: https://www.econbiz.de/10012489179
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The effects of local residents' emotional labor on tourists' satisfaction : the mediating role of tourism experience
Shi, Yunxia; Bao, Xinxin; Hu, Ruonan; Ma, Chunhao - In: Inventi impact: service sector (2020) 2, pp. 110-121
Persistent link: https://www.econbiz.de/10012319796
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Service-oriented human resource practices and customer outcomes : the service-profit chain perspective
Chen, Pei-Chi; Chi, Nai-Wen - In: Personnel review 51 (2022) 4, pp. 1427-1448
Persistent link: https://www.econbiz.de/10013350893