scholarly journals An Empirical Study on the Airline Service Employees’ Psychological Mechanism according to the Emotional Labor

2017 ◽  
Vol 15 (2) ◽  
pp. 111-120 ◽  
Author(s):  
Junseop Lee
Keyword(s):  
Empirical Study ◽  
Emotional Labor ◽  
Service Employees ◽  
Psychological Mechanism

scholarly journals PERSONAL SELF-REGULATION ROLE IN PREVENTION OF FRUSTRATION IN THE PROFESSIONAL ENVIRONMENT

2017 ◽  
Author(s):  
N. Makarchuk ◽  
A. Stus
Keyword(s):  
Empirical Study ◽  
Theoretical Foundation ◽  
Self Regulation ◽  
Professional Activity ◽  
Social Purpose ◽  
Professional Environment ◽  
State Of Mind ◽  
Psychological Mechanism ◽  
Modern Context ◽  
The Individual

The problem of the personal self-regulation and state of mind functioning are extremely relevant in the modern context. Ukraine’s reform contributions, which sometimes have a total and demonstrative nature, do not have enough constructive influence on the functioning of the individual, both in its internal dimensions of reality, and the implementation of its own professional work and stay in the professional environment. The article presents the results of research on the problem of frustration, describes the specifics of personal self-regulation and its types, based on the existing ability to understand the frustration, on the indicators of social and personal frustration. The frustration study was done in the context of its theoretical foundation and an empirical study of its state on a sample of adults. This gave grounds to establish multifunctional nature of frustration. It is about its specificity as a component of professional activity (activity context) and professional environment (interpersonal context). The necessity to prevent frustration in a professional team has been convincingly proved. It was determined that the object of the prevention should be reflection as a psychological mechanism of the awareness formation of the frustration by personality and the ability to establish its influence on professional activity and professional implementation in a professional environment. Along with this, the uncertainty, as a result of social frustration, and personal frustration, as the interdependence between the motivation of the individual, its relation to one’s own needs and desires and, as a consequence, the ability to search for one’s own social purpose.

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.

scholarly journals Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

2020 ◽  
Vol 10 (2) ◽  
pp. 162-172
Author(s):  
Resekiani Mas Bakar ◽  
Riska Amaliah ◽  
Nurul Hidayati
Keyword(s):  
Experimental Study ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Negative Word ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees

This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience

2019 ◽  
Vol 6 (1) ◽  
pp. 89-113 ◽  
Author(s):  
Markus Groth ◽  
Yu Wu ◽  
Helena Nguyen ◽  
Anya Johnson
Keyword(s):  
Customer Service ◽  
Emotional Labor ◽  
Customer Orientation ◽  
Current Knowledge ◽  
Service Research ◽  
Future Research ◽  
Central Feature ◽  
Service Employees ◽  
Theoretical Perspectives ◽  
The Moment

Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.

A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies

2019 ◽  
pp. 1-21
Author(s):  
Mahsa Esmaeilikia ◽  
Markus Groth
Keyword(s):  
Goal Orientation ◽  
Emotional Labor ◽  
Self Efficacy ◽  
Goal Orientations ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Mediating Role ◽  
Goal Orientation Theory

AbstractDrawing on goal orientation theory, in this study, we examine how an individual's motivational approach relates to the use of two common emotional labor strategies: surface acting and deep acting. In addition, we examine the role of self-efficacy as a mediating mechanism through which different goal orientations are related to different emotional labor strategies. To test our hypotheses, 262 U.S. full-time working adults from a variety of service occupations were surveyed. Consistent with the predictions of goal orientation theory, our results show that learning-oriented service employees tend to use deep acting, while performance-oriented service employees use both emotional labor strategies. Our findings also show that emotional labor self-efficacy plays a mediating role in the relationship between motivational approach and emotional labor strategy use.

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