… Given the value of emotional performance for customer service, it is surprising that little
comprehensive work exists highlighting how organizations can positively influence employees' …

… nature of customer service work; to look at the different ways in which emotional labour can
… organizations and to examine how employees respond to their interactions with customers. …

… emotional intelligence, the team leader's emotional intelligence, and team performance.
Twenty-six customer service … assessed team performance using customer service, accuracy, …

… This was not the case for quality of work (customer service), as we found no support for
the emotional exhaustion×conscientiousness interaction. However, conscientiousness was a …

… , the present paper re-examines the relationship between emotional labour and the two
most cited outcomes for frontline roles in the service context, namely performance and burnout. …

… to influence customers, their emotional expression can be viewed as part of … service
performance. Deep acting is thought to facilitate service performance because it produces emotional …

… J and P–O fit with customer service performance, through emotional labor, in a customer
service context. Drawing on organizational fit theory and emotional labor literature, we examine …

… dissonance and job outcomes, measured in terms of job satisfaction and performance. … of
customer orientation as a form of customer service role internalisation. Emotional dissonance …

… EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service
(… That is, DA and SA affect customer service performance because employees must express …

… of emotional intelligence highly positively relates to service delivery and customer satisfaction…
delivery or service provider’s performance has been established at the level of research. In …