A Study of the Effects of Customers' Complaint Behaviors on the Stresses of Service Industry Workers Depending on Customer Encounter Channels - Focused on the SNS channels and Workers in Emotional Labor -

2012 ◽  
Vol 13 (3) ◽  
pp. 205-225
Author(s):  
Kim, Moon Myoung ◽  
김혜영 ◽  
박규은
Keyword(s):  
Emotional Labor ◽  
Service Industry

scholarly journals The Effects of the Perception of Black Consumer Behavior on Emotion Labor and Self-Esteem in Hair Service Employees

2021 ◽  
Vol 27 (4) ◽  
pp. 880-889
Author(s):  
Seo-Yun Lee ◽  
Yong-Mi Jin
Keyword(s):  
Consumer Behavior ◽  
Emotional Labor ◽  
Service Industry ◽  
Frequency Factor ◽  
Self Esteem ◽  
Survey Analysis ◽  
Service Workers ◽  
Service Employees ◽  
Emotion Labor ◽  
Black Consumer

The purpose of this study is study the effects of perceived black consumer behavior on emotional labor and self-esteem by hair service workers. 298 hair service workers in Seoul and Gyeonggi Province collect data through a survey. Analysis method uses SPSS 26.0 Program to analyze frequency factor analysis, reliability analysis, Multiple regression analysis was performed. First, Second, black consumer behavior has been shown to have statistically significant static on emotional labor. Second, black consumer behavior has been shown to have statistically significant static effects on self-esteem. Third, emotional labor has a statistically significant adverse effect on self-esteem. This study will help identify the negative phenomena of black service industry and further shape effective measures to cope with black consumer’s efficient response and ultimately provide basic data to beauty service professionals to live a healthy and higher quality live.

The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees

2014 ◽  
Vol 28 (4) ◽  
pp. 319-330 ◽  
Author(s):  
Edward Shih-Tse Wang
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Turnover Intention ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Service Industry ◽  
Frontline Employees ◽  
Continuance Commitment ◽  
Content Type ◽  
Frontline Workers

Purpose – This paper aims to extend the relationship marketing concept to examine which relationship bonds (social, structural and financial bonds) have different effects on employee affective (want to stay), normative (ought to stay) and continuance commitment (have to stay). Preventing emotional exhaustion in frontline employees and helping them stay on the job is an important topic for emotional labor research. The research also investigates which types of commitment influence emotional exhaustion and turnover intentions significantly. Design/methodology/approach – Data were collected through a self-reported questionnaire administered to 401 restaurant service industry frontline workers. Findings – The findings support the hypothesis that whereas social and financial bonds influence affective commitment, structural and financial bonds influence continuance commitment. Furthermore, affective commitment is a crucial factor for preventing emotional exhaustion and turnover intentions, whereas continuance commitment positively affects emotional exhaustion. Originality/value – This research offers academic and managerial insights into the various types of relationship bonds and controls these bonds for facilitating employee organizational commitment, which consequently affects emotional exhaustion and turnover intention.

The Role of Leader’s Humility in Facilitating Frontline Employees’ Deep Acting and Turnover: The Moderating Role of Perceived Customer-Oriented Climate

2018 ◽  
Vol 25 (3) ◽  
pp. 353-367 ◽  
Author(s):  
Jinyi Zhou ◽  
Yawen Li
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Mediating Effect ◽  
Archival Data ◽  
Frontline Employees ◽  
Deep Acting ◽  
Moderating Role ◽  
Strong Situation ◽  
Practical Implications

Many cultures recognize humility as an important human virtue. However, there is scant research on a possible relationship between leader’s humility and employees’ emotional labor. The current study, based on strong-situation hypothesis, posits that within the service industry, leader’s humility could determine and facilitate employee’ deep acting and turnover. Moreover, the mediating effect of deep acting is moderated by employees’ perceptions of the organization’s customer-oriented climate. The study is based on self-reported and archival data of 157 frontline employees at a hospital in China. The results generally support the hypotheses. The theoretical and practical implications of these results are also discussed.

scholarly journals Emotional Labor Strategies And Service Performance: The Mediating Role Of Employee Creativity

2013 ◽  
Vol 29 (5) ◽  
pp. 1583 ◽  
Author(s):  
Chao Liu ◽  
Xinmei Liu ◽  
Zizhen Geng
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Service Performance ◽  
Role Performance ◽  
Surface Acting ◽  
Employee Creativity ◽  
Deep Acting ◽  
Frontline Employee ◽  
Mediating Role

This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creativity in the relationships between frontline employees emotional labor strategies and the two aspects of customer service performance. Based on the data of 424 employeesupervisor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee creativity mediates both the negative influence of surface acting on extra role performance and the positive influences of deep acting on role-prescribed and extra role performances. The results have some theoretical and practical implications on service creativity and emotion management in service industry.

scholarly journals Developing Sustainable Competitive Strategies in the Beauty Service Industry: A SWOT-AHP Approach

2021 ◽  
Vol 13 (19) ◽  
pp. 10852
Author(s):  
Yong-Jeong Kim ◽  
Joo-Hee Lee ◽  
Sang-Gun Lee ◽  
Hong-Hee Lee
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Strategy Development ◽  
Growth Strategies ◽  
Turnover Rates ◽  
Competitive Strategies ◽  
High Turnover ◽  
Analytic Hierarchy ◽  
Service Companies ◽  
Swot Matrix

The purpose of this study is to provide concrete growth strategies and practical development methods in the beauty service industry. This study consists of a SWOT (Strength, Weakness, Opportunity, Threat) analysis from the literature review and in-depth interviews with experts of the beauty service industry in South Korea. The Analytic Hierarchy Process (AHP) is applied to the finalized SWOT matrix to incorporate experts’ ideas. The combined high priority factors present four types of strategic alternatives: Strength–Opportunity (SO), Strength–Threat (ST), Weakness–Opportunity (WO), and Weakness–Threat (WT). This study applies an environmental analysis framework from the management strategy field to construct a sophisticated SWOT matrix. Furthermore, this study quantifies the importance of SWOT components through AHP to determine priorities to lay the groundwork for timely and sustainable strategy development in the beauty service industry. Based on the SWOT-AHP analysis, this study suggests that beauty service companies should pay attention to the lack of profitability and employee stress with high turnover rates caused by poor working conditions and emotional labor. In addition, the Korean government should gradually shift away from the lack of an effective legal system to grow the beauty industry.

Reducing service agents' emotional labor by emotion-focused human resource management practices

2009 ◽  
Vol 37 (3) ◽  
pp. 335-341 ◽  
Author(s):  
Ling-Hsiu Chen ◽  
Shang-Ping Lin
Keyword(s):  
Resource Management ◽  
Human Resource Management ◽  
Performance Appraisal ◽  
Human Resource ◽  
Emotional Labor ◽  
Management Practices ◽  
Service Industry ◽  
Personal Accomplishment ◽  
Human Resource Strategy ◽  
Human Resource Management Practices

To uncover the effectiveness of human resource strategy for emotional labor, this study was designed to explore the relationships between human resource management practices and the consequences of emotional labor of service agents in Taiwan's service industry. Results indicated that all human resource practices (recruitment, selection, socialization and training, performance appraisal, and reward systems) can reduce emotional exhaustion and enhance the feelings of personal accomplishment for service agents.

Examining the impact of Emotional Intelligence on Organizational Role Stress

2015 ◽  
Vol 6 (1) ◽  
pp. 51-63 ◽  
Author(s):  
Shubhangini Rathore ◽  
Vandana Ahuja
Keyword(s):  
Emotional Intelligence ◽  
Emotional Labor ◽  
Prolonged Exposure ◽  
Service Industry ◽  
Customer Orientation ◽  
Focal Point ◽  
Role Stress ◽  
Organizational Role ◽  
Mind And Body ◽  
The Impact

The nature of jobs in the service industry, are characterized by complex work systems and customer orientation; which require huge emotional labor. These multitudinous demands on the personal and professional fronts, lead to a depletion and exhaustion of resources of the mind and body. Prolonged exposure to such situations has been found to have dysfunctional effects on the individuals; leading to organizational role stress. It has been observed that employees with higher emotional intelligence are more aware of the coping strategies to deal with stress. The acknowledgement to develop emotional competencies of the workforce is therefore, a focal point of concern for human resource practitioners today. This paper attempts to explore the relationship between organizational Role Stress and Emotional Intelligence in the Indian IT industry. Data was collected from a total of 160 employees, both Managers and Non Managers working in the Delhi NCR Region. Emotional Intelligence was measured by developing a scale consisting of 27 items, which was developed by the researchers in the previous studies; by adapting to Indian and Western perspectives on emotional Intelligence. Stress was measured using the Organizational Role Stress questionnaire comprising of 50 items. The results show a strong correlation between Role Stress and Emotional Intelligence and significant impact of Emotional Intelligence and Organizational Stress.

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