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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/10011646499

Examining the linkage between political skill, emotional labor strategies, and individual outcomes: Evidence from Chinese hotel industry

Usman, Muhammad; Luo, Fan; Anwar-ul-Haq, Muhammad - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 17 (2023) 3, pp. 484-506

The purpose of this study is to examine the linkage between political skill, emotional labor strategies, and two individual level outcomes; emotional exhaustion and subjective career success in the context of Chinese hotel industry. Political skill is hypothesized to have negative impact on...

Persistent link: https://www.econbiz.de/10014439696

The moderating role of gender in the effect of self-monitoring personality trait on emotional labor strategies

Babalola, Sunday Samson; Nwanzu, Chiyem Lucky - In: Cogent Business & Management 9 (2022) 1, pp. 1-15

This study investigated the effect of self-monitoring on emotional labor strategies (surface acting and deep acting) and the moderating role of gender in development. In anchoring the relationship between self-monitoring and emotional labor, the conservation of resources theory was used, while...

Persistent link: https://www.econbiz.de/10014505668

The impact of burnout on police officers' performance and turnover intention: The moderating role of compassion satisfaction

Gomes, Gabriela Pedro; Ribeiro, Neuza; Gomes, Daniel Roque - In: Administrative Sciences 12 (2022) 3, pp. 1-18

Burnout should be seen as an important phenomenon influencing the services provided by police forces, due to its high … exposure to stressful events. The study sought to examine the impact of burnout on performance and turnover intention of … Portuguese police forces, as well as to analyze the moderating effect of compassion satisfaction (CS) on this relationship. Data …

Persistent link: https://www.econbiz.de/10014333041

Validating Abbreviated Measures of Effort-Reward Imbalance at Work in European Cohort Studies: The IPD-Work Consortium

Siegrist, Johannes; Dragano, Nico; Nyberg, Solja T.; … - In: International Archives of Occupational and … 87 (2014), pp. 249-256

Background: Effort-reward imbalance (ERI) is an established conceptualisation of work stress. Although a validated …

Persistent link: https://www.econbiz.de/10010507566

Employee behavior in organizations: On the current state of research

von Rosenstiel, Lutz - In: Management Revue 22 (2011) 4, pp. 344-366

finds remarkable ignorance on behaviour which has no direct relation to performance and on the impacts of specific work and …

Persistent link: https://www.econbiz.de/10010318193

Affective complementarity in service encounters

Giardini, Angelo; Frese, Michael - In: Management Revue 18 (2007) 1, pp. 75-87

Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell's (1974)...

Persistent link: https://www.econbiz.de/10010318144

Determinants of customer satisfaction of banking industry in Bangladesh

Uddin, Mohammed Belal; Akhter, Bilkis - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 6 (2012) 2, pp. 242-256

This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...

Persistent link: https://www.econbiz.de/10011938313

School Choice and School Quality in the US

Nechyba, Thomas - In: CESifo DICE Report 02 (2004) 4, pp. 33-38

Persistent link: https://www.econbiz.de/10011696489

Daily deep acting toward coworkers: An examination of day‐specific antecedents and consequences

Nesher Shoshan, Hadar; Venz, Laura - In: Journal of Organizational Behavior 43 (2021) 1, pp. 112-124

Emotional labor in coworker interactions is a prevalent phenomenon in everyday work. Yet, it is largely unknown whether it is also a relevant phenomenon, that is, whether emotional labor toward coworkers matters for employee daily work life. Addressing this question, we investigate...

Persistent link: https://www.econbiz.de/10014485798

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