Purpose The purpose of the current research is to evaluate how customer contact level and
customer service-based role conflict influence the relationship between customer emotions …

A plethora of research has investigated the impact of the frontline employee on the
customer, with the consensus that employees can have a tremendous impact on the …

Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …

Service employees' emotional display plays an important role in service interactions, but
little is known about the effects of employee's emotional regulation strategies on customer …

Purpose With increasing competition in the marketplace, there is a greater push for
exceeding customer expectations and delivering customer delight to ensure firm's success …

Customer response to employee emotional labor: the structural relationship between
emotional labor, job satisfaction, and customer satisfaction | Emerald Insight Books and …

Purpose Frontline employees face constant emotional demands in the course of providing
services to their customers, which can impact job engagement. This study aims to …

In this study, the authors examine the effects of two facets of employee emotions on
customers' assessments of service encounters. Drawing on emotional contagion and …

Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …

Our study examines the effect of customer emotions and contact employee performance in
creating encounter and relationship satisfaction. It investigates the performance of the …