Research on the Influence of Emotional Labor Strategy used by Public Transportation Employee on Service Satisfaction
نویسندگان
چکیده
The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee’s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields. Keywords—Emotional labor, Emotional deep action strategy, Emotional surface action strategy, Service satisfaction
منابع مشابه
Emotional labor strategies, customer cooperation and buying decisions
Emotional labor is an important topic for managers, particularly in the service sector, due to the impact of employee emotional labor strategic choices on consumer attitudes. In general, prior research has established that customer satisfaction is positively affected by the emotional labor strategy of deep acting whereas it is negatively affected by surface acting. However, there are two gaps i...
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