While the service quality literature suggests the importance of courteous service agents, the
emotional labor literature has shown that there are important negative personal …

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

Purpose The purpose of this paper is to contribute to transformative service research by
drawing on self-determination, elicitation of emotions framework and feelings-as-information …

Job satisfaction is a core variable in the study and practice of organizational psychology
because of its implications for desirable work outcomes. Knowledge of its antecedents is …

Purpose Previous research has focused mainly on the antecedents and consequences of
service employees' emotional labor during the enactment of service roles, with little attention …

Because our emotions are crucial determinants of how well we function in our personal and
professional lives, researchers from different perspectives have sought to understand how …

Emotions play a significant role in the workplace, and considerable attention has been given
to the study of employee emotions. Customers also play a central function in organizations …

Frontline service employees often engage in emotional labour as part of their job
requirements. Previous studies focus on surface acting and deep acting and their outcomes …

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 …

Emotion management, such as suppressing anger, is performed by individuals to cope in
many social settings. Lab studies, however, have suggested that suppressing emotions or …