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Customer Response Toward Employees’ Emotional Labor in Service Industry Settings

Title
Customer Response Toward Employees’ Emotional Labor in Service Industry Settings
Author
공태식
Keywords
Employees' emotional labor; Customer perception of employees' emotional labor; Nonverbal communication; Emotional mechanism; Cognitive mechanism
Issue Date
2020-01
Publisher
ELSEVIER SCI LTD
Citation
JOURNAL OF RETAILING AND CONSUMER SERVICES, v. 52, Article no. UNSP 101899
Abstract
In the current study, we develop and test a moderated mediation model that explores the mechanisms that underlie the influence of employees' emotional labor on customer loyalty by considering affective reactions and cognitive appraisals simultaneously and illustrating moderating factors that alter their effectiveness. A sample of 259 individuals from across the United States over 20 years old were recruited on Amazon's Mechanical Turk to participate in the survey. Our emotions as social information based model clarifies the distinct roles of customers' detection of employees' deep acting and surface acting in influencing customers' affective reactions and cognitive appraisals. The current research also reveals that impact of customers' detection of employees' emotional labor on customer outcomes varies as a function of the employees' nonverbal communication.
URI
https://www.sciencedirect.com/science/article/pii/S0969698918307252http://repository.hanyang.ac.kr/handle/20.500.11754/121216
ISSN
0969-6989; 1873-1384
DOI
10.1016/j.jretconser.2019.101899
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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