期刊
ACADEMY OF MANAGEMENT JOURNAL
卷 52, 期 5, 页码 958-974出版社
ACAD MANAGEMENT
DOI: 10.5465/AMJ.2009.44634116
关键词
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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.
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