Ditapis dengan
When the Going Gets Tough, the Tough Keep Working Impact of Emotional Labor o…
Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studies have empirically examined this link. In this article, we investigate the relationship between surface acting and absenteeism and the moderating role of surface acting self-efficacy. Drawing on resource perspectives, we argue and show that when valued resources are threat…
- Edisi
- Vol. 42 No. 3, Mar 2016
- ISBN/ISSN
- 1557-1211
- Deskripsi Fisik
- 802 p.
- Judul Seri
- Journal of Management
- No. Panggil
- JOM4203
Customer reactions to emotional labor: the roles of employee acting strategie…
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 evaluation…
- Edisi
- -
- ISBN/ISSN
- 14273
- Deskripsi Fisik
- -
- Judul Seri
- -
- No. Panggil
- -
Are All smiles created equal? how emotional contagion and emotional labor aff…
In this study, the authors examine the effects of two facets of employee emotions on customers' assessments of service encounters. Drawing on emotional contagion and emotional labor theories, they investigate the influence of the extent of service employees' display of positive emotions and the authenticity of their emotional labor display on customers' emotion states and, subsequently, on cust…
- Edisi
- -
- ISBN/ISSN
- 222429
- Deskripsi Fisik
- -
- Judul Seri
- -
- No. Panggil
- -
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