CUSTOMER REACTIONS TO EMOTIONAL LABOR: THE ROLES OF EMPLOYEE ACTING STRATEGIES AND CUSTOMER DETECTION ACCURACY

• 成果类型: Article
• 署名作者: Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco
• 署名单位: University of New South Wales Sydney; Bauhaus-Universitat Weimar; City St Georges, University of London; University of Koblenz & Landau
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2009.44634116
• 发表日期: 2009
• 页码: 958-974
• 关键词: STRUCTURAL EQUATION MODELS; PHYSICAL SURROUNDINGS; service quality; CONSEQUENCES; satisfaction; work; expression; determinants; RECOGNITION; perceptions

摘要

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.