Emotional Labor Annotated Bibliography 7- (original) (raw)
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Academy of Management Journal, 2009
In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
International Review of Management and Marketing, 2013
Prior research has demonstrated the impact of employee emotional labor strategies (deep and surface acting) on customer behavioral intentions. However, there is limited data on the impact of emotional labor strategy on potential intervening variables and on actual buying decisions. This study extends the prior research by examining the effect of employee emotional labor strategies on customers' emotional experiences and actual customer purchasing decisions. Data were collected from 294 employee-customer pairs from retail cell phone stores in China. Results indicated that choice of strategy (deep or surface) does significantly impact purchase decisions. In addition, the relationship between strategy and purchase is mediated by the customer's emotional experience.
Journal of Applied Psychology, 2014
The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see . This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.
2022
Customer interaction is considered to be the heart of a hospitality employee's daily activities. Customer service expectations have risen to such an extent that they can become upset at the slightest delay of service delivery, such as waiting to check-in, slow Wi-Fi speed, tardy service, etc. Frontline service employees tend to be used as punching bags by dissatisfied customers and become targets of their impolite and incautious behavior. Nevertheless, restaurants are found to struggle in maintaining a productive work environment and reported to have an immense incivility and deviant behaviour, which in long run can create huge productivity loss. The purpose of this study is to investigate the enormous effects of customer incivility on employees who engage in deviant behaviour, using emotional labour as the moderator. Purposive sampling technique was applied and a total of 120 questionnaires were distributed to the frontline employees of casual dining restaurants in the Klang Va...
Behavioural consequences of customer perception on emotional labour among airline service employees
International Review of Management and Marketing, 2016
Managing employees’ acting or emotional labour strategies is crucial for service organizations to develop a sustainable competitive advantage, such as the airline industry which is seeing fierce competition. This study examined the role of such strategies in enhancing the service experience of customers, resulting in customer loyalty intention and subsequent engagement in positive word-of-mouth. Three-hundred sets of questionnaires were completed by airline passengers, who were approached at random, in Kuala Lumpur International Airport. A series of analyses was performed to determine the factors that significantly influence the airlines customers’ outcomes. The findings showed that perceived employee deep acting and perceived surface acting were significantly related to perceived customer orientation and perceived service quality, but in different directions. Perceived customer orientation and perceived service quality were observed to influence customer loyalty intention, which wa...
Emotional labour: The effects of genuine acting on employee performance in the service industry
SA Journal of Human Resource Management
Orientation: Customers’ perceptions of service quality are influenced by the emotions exhibited by service personnel in service contacts. Hence, organisations expect service employees to portray emotions that that are desired by the employer, in addition to their job expertise.Research Purpose: This paper demonstrates how emotional labour, which can have both functional and dysfunctional consequences for the individual and their organisations, is not restricted to interactions at the customer‐organisation interface but is becoming increasingly prevalent within all organisational communications.Motivation for the study: Boundary spanners play an important role for both the organisational reputation and customer satisfaction. However, literature on how emotional labour influences the way service employees execute their duties within the customer-service industry remains insufficient.Research approach, design and method: This qualitative research purposively chose eight participants af...
Emotion regulation in customer service roles: testing a model of emotional labor
Journal of Occupational Health …, 2003
The study used a time-sampling method to test aspects of A. emotion regulation model of emotional labor. Eighteen customer service employees from a call center recorded data on pocket computers every 2 hr at work for 2 weeks. Participants completed ratings of emotion regulation, events, expressed and felt emotions, well-being, and performance on 537 occasions and completed questionnaires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emotion regulation is a viable platform for understanding emotional labor.