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2019 | 27 | nr 4 | 23--47
Tytuł artykułu

An Investigation into the Relationship between Emotional Labor and Customer Satisfaction

Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable.

Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms.

Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction.

Implications: In the case of entry, non-trivial policy implications arise. Due to increased competition, the welfare of consumers improves (lower prices for the goods). However, the entry of a polluting firm increases emissions. Higher emissions damage consumers and lower the overall social welfare of an environmentally concerned government. Thus, a complete welfare analysis is required prior to the design of a government's regulatory intervention.

Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country. (original abstract)
Rocznik
Tom
27
Numer
Strony
23--47
Opis fizyczny
Twórcy
  • Jadara University, Jordan
  • Central South University, China, Student
  • Balqa Applied University
  • University of Basra
  • Southern Technical University, Basrah
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