Customer response toward employees’ emotional labor in service industry settings
- Title
- Customer response toward employees’ emotional labor in service industry settings
- Author
- 박정근
- 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. 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/S0969698918307252?via%3Dihubhttps://repository.hanyang.ac.kr/handle/20.500.11754/160922
- ISSN
- 0969-6989; 1873-1384
- DOI
- 10.1016/j.jretconser.2019.101899
- Appears in Collections:
- GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
- Files in This Item:
There are no files associated with this item.
- Export
- RIS (EndNote)
- XLS (Excel)
- XML