文章基本信息

标题：An Investigation into the Relationship between Emotional Labor and Customer Satisfaction
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作者：Bilal Mohammad Eneizan ; Asaad Ahmad abdelqader Alsakarneh ; Kamel A.AL-kharabsheh 等
期刊名称：Central European Management Journal
电子版ISSN：2658-2430
出版年度：2020
卷号：27
期号：4
页码：23-47
DOI：10.7206/cemj.2658-0845.8
语种：English
出版社：Sciendo
摘要：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.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.
关键词：emotional labor; customer satisfaction; job satisfaction; mentoring; M10; M31