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...

This study mainly focuses on examining the effects of employee motivation on Job Satisfaction, job satisfaction on customer satisfaction, customer satisfaction on firm performance, and the moderating role of employee empowerment on the relationship between employee motivation and job...