Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy

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Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy

Hennig-Thurau, Thorsten - ; Groth, Markus - ; Walsh, Gianfranco - ;

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..Printed journal

Ketersediaan

Call Number	Location	Available
	PSB lt.dasar - Pascasarjana	1

Penerbit	Academy of Management.,
Edisi	-
Subjek	Service industries Consumer attitudes Emotions Quality of service Employee attitude Impact analysis studies
ISBN/ISSN	14273
Klasifikasi	-
Deskripsi Fisik	-
Info Detail Spesifik	-
Other Version/Related	Tidak tersedia versi lain
Lampiran Berkas	Tidak Ada Data