Purpose – The purpose of this paper is to examine how the emotional labor strategies of service employees differently influence the level of their creativity, and whether creative employees consequently benefit from that creativity in terms of achieving a high level of job performance....

Purpose The purpose of this paper is to examine the relationship between employees’ perceptions of organizational virtuousness and task crafting, and to test the mediating roles of organizational identification and work engagement in this relationship. Design/methodology/approach The authors...

Purpose – The purpose of this paper is to investigate how chronological age and work experience affect emotional labor strategies (i.e. deep acting and surface acting) through emotional intelligence (EI). Design/methodology/approach – Structural equation modeling analysis provided support...

The purpose of this study is to identify appropriate combinations between various types of commitment and benefit, to induce and enhance loyalty behaviours, such as customer retention, cross-selling, and customers' positive word-of-mouth, in a matured service market. The results show that...

The purpose of this study is to investigate the relationships among corporate social responsibility (CSR), corporate brand credibility, corporate brand equity, and corporate reputation. Structural equation modeling analysis provided support for the hypotheses from a sample of 867 consumers in...

The Internet phone, which was recently introduced to the communication market, is characterized by its lower cost and increased compatibility. However, its popularity and diffusion is relatively low in the North American market compared with Asian or European markets. This study examines the...

Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates...

Purpose – The purpose of this paper was to analyze the moderating role of organizational justice in the emotional exhaustion–organizational loyalty link. Emotional exhaustion resulting from an employee’s emotional labor usually leads to negative outcome such as organizational loyalty....

Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses...

Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees....