scholarly journals Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

2019 ◽  
Vol 15 (1) ◽  
pp. 74
Author(s):  
Riska Amaliah ◽  
Muhammad Jufri ◽  
Resekiani Mas Bakar
Keyword(s):  
Customer Satisfaction ◽  
Undergraduate Students ◽  
Emotional Labor ◽  
User Satisfaction ◽  
Process Analysis ◽  
Future Research ◽  
Library Services ◽  
Surface Acting ◽  
Deep Acting ◽  
Library User

Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.Results and Discussions. Emotional Labor strategy was found to have a relationship to  customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians  applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction.Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives.

scholarly journals The relationships between emotional labor and job-related variables

2014 ◽  
Vol 27 (4) ◽  
pp. 683-717
Author(s):  
MoonSook Kim ◽  
YeSil Kim ◽  
Soonmook Lee
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Turnover Intention ◽  
Analytic Study ◽  
Future Research ◽  
Surface Acting ◽  
Deep Acting ◽  
Criterion Variables

The purpose of this study is to meta-analyze the relationships between the emotional labor and job-related variables such as burnout, turnover intention, job satisfaction, and organizational commitment among Korean emotional workers. In total, there were 11835 employees from 43 studies that were meta-analysed in the present study using Hunter and Schmidt(2004)’s and Borenstein et al.(2009)’s procedures. It was revealed that emotional labors, depending on whether they were surface acting or deep acting, have different relationships with criterion variables. That is, the surface acting was positively related with emotional exhaustion, depersonalization, and turnover intention. In contrast, the deep acting was negatively related with emotional depersonalization and positively related with organizational commitment. It was revealed that professionality of service was a thoretical moderator and source of papers was a methodological moderator. Comparing with a meta-analytic study in Western literature, it was shown that deep acting strategy would bring desirable results to organizations in terms of the relationships between emotional labors and criterion variables such as burnout, job satisfaction, and organizational commitment. Lastly, implications and limitations of the study, and directions for future research were discussed.

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 effects of mindfulness on burnout

2019 ◽  
Vol 32 (2) ◽  
pp. 135-162
Author(s):  
YoungMi Song ◽  
WanSuk Gim
Keyword(s):  
Emotional Labor ◽  
Mindfulness Meditation ◽  
Future Research ◽  
Direct Effects ◽  
Mediating Effects ◽  
Surface Acting ◽  
Research Directions ◽  
Deep Acting ◽  
Care Givers ◽  
Future Research Directions

The purpose of this study is to test how emotional labor is affected by the tow emotional labor strategies for burnout. To do this, the parallel mediating effects of surface acting and deep acting are verified in relation to mindfulness and burnout on survey data of 235 care-givers. The result shows that not only direct effects of mindfulness reducing burnout, but also indirect effects through differential mediation to increase deep acting and reduce surface acting. While mindfulness is reducing the burnout, the decrease in surface acting is found to have a greater effect than the increase in deep acting. In addition, we examine the relative influence of attention and attitude factors of mindfulness on the emotional labor strategies and burnout, and discuss the proposal for mindfulness meditation training and future research directions.

Emotional Labor Predicts Service Performance Depending on Activation and Inhibition Regulatory Fit

2016 ◽  
Vol 45 (2) ◽  
pp. 673-700 ◽  
Author(s):  
Nai-Wen Chi ◽  
Alicia A. Grandey
Keyword(s):  
Emotional Labor ◽  
Service Providers ◽  
Regulatory Fit ◽  
Future Research ◽  
Surface Acting ◽  
Deep Acting ◽  
Regulatory Systems ◽  
Service Sabotage ◽  
Regulation Strategies ◽  
Separate Activation

When service providers regulate their moods and expressions (i.e., deep acting and surface acting), are they better performers? Drawing on the framework of activation-inhibition regulatory systems and regulatory fit, we propose (a) that deep acting represents an activation-oriented regulation strategy and surface acting, an inhibition-oriented regulation strategy; (b) that these strategies have separate pathways to desirable performance (i.e., affective delivery) and counterproductive performance (i.e., service sabotage), respectively; and (c) that performance is optimized when momentary regulation strategies are aligned with activation- and inhibition-oriented traits. Empirically, across two studies, we employ a multilevel approach (i.e., within- and between-person), a multisource approach (i.e., self, coworker, customer), and a multicontext approach (i.e., banks and restaurants) to test regulatory fit as applied to emotional labor. In two studies, we support separate activation and inhibition pathways, plus regulatory fit, in that deep acting is beneficial to affective delivery for those higher in two activation traits—namely, extraversion and openness—and that surface acting predicts service sabotage for those lower in an inhibition trait: conscientiousness. We empirically rule out mood as the explanation for these effects, propose future research to apply regulatory fit to other outcomes and contexts, and suggest practical implications for services.

scholarly journals Exploration of predictive variables of emotional labor in subordinate roles and verification of the relations model between emotional labor and burnout

2014 ◽  
Vol 27 (1) ◽  
pp. 267-290
Author(s):  
GeonWoo Park ◽  
MyoungSo Kim ◽  
YoungSeok Han
Keyword(s):  
Organizational Culture ◽  
Emotional Labor ◽  
Hierarchical Regression ◽  
Future Research ◽  
Fit Indices ◽  
Surface Acting ◽  
Deep Acting ◽  
Predictive Variables ◽  
Organizational Perspective ◽  
On Line

The purpose of this study was to (1) explore the predictive variables of emotional labor(surface acting and deep acting) in relations with supervisors in terms of individual, relational and organizational perspective, (2) examine the relationship between emotional labor and burnout(emotional exhaustion, cynicism and inefficacy), and (3) propose and test the relations model of emotional labor with predictors and criterion. A total of 435 employees working at various companies in Korea participated in an on-line survey, and 401 data were used for statistical analysis after elimination of inadequate sample. The results showed that individual positive affective, negative affective, supervisor's defensive communication style and hierarchical organizational culture affected surface acting, while deep acting was influenced by individual affects and hierarchical organizational culture. In addition, the result of hierarchical regression analysis demonstrated that surface acting affected all of three factors of burnout, whereas deep acting affected cynicism and inefficacy. All of the fit indices of the relations model of emotional labor were acceptable, supporting the validity of the model. On the basis of the results, the implications and future research directions were discussed.

scholarly journals The effect of subordinate’s emotional labor on job burnout and job engagement

2015 ◽  
Vol 28 (3) ◽  
pp. 457-480
Author(s):  
DongKyun Kwon ◽  
MyoungSo Kim ◽  
YoungSeok Han
Keyword(s):  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Job Burnout ◽  
Future Research ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting ◽  
On Line ◽  
Future Research Directions

The purpose of this study was to (1) examine the effect of subordinate’s emotional labor(surface acting, deep acting) on job burnout(emotional exhaustion, cynicism, inefficacy) and job engagement(vigor, dedication, absorption), and (2) verify whether perceived organizational support moderates the relationships between emotional labor and job related attitudes. A total of 547 employees working at various companies in Korea participated in an on-line survey, 495 data were used for statistical analysis after the elimination of inadequate sample. The results showed that surface acting positively affected job burnout while negatively affecting the job engagement. It was found that deep acting positively affected job engagement, but it had no significant effect on job burnout. The results also demonstrated that perceived organizational support moderated the relationships between surface acting and job burnout as well as relationships between deep acting and job engagement. On the basis of the results, the implications and future research directions were discussed.

The Mediating Role of Job Feedback in the Relationship Between Neuroticism and Emotional Labor

2012 ◽  
Vol 40 (4) ◽  
pp. 649-655 ◽  
Author(s):  
Jian An Zhong ◽  
Zhong-Liang Cao ◽  
Yuanyuan Huo ◽  
Ziguang Chen ◽  
Wing Lam
Keyword(s):  
Emotional Labor ◽  
Mediating Effect ◽  
Self Report ◽  
Future Research ◽  
Surface Acting ◽  
Cross Sectional ◽  
Deep Acting ◽  
Mediating Role ◽  
The Relationship

The associations between neuroticism, employees' preference of emotional labor strategies, and job feedback were investigated using a cross-sectional self-report questionnaire survey. The mediating effect of job feedback was tested using regression analysis with a sample of 168 nurses. Results showed that neuroticism was associated more with surface acting, and less with both deep acting and job feedback; job feedback fully mediated the relationship between neuroticism and deep acting. Implications and directions for future research and practices are suggested.

The bright side and dark side of co-production: a dyadic analysis

2017 ◽  
Vol 55 (3) ◽  
pp. 614-631 ◽  
Author(s):  
Li-Wei Wu
Keyword(s):  
Customer Satisfaction ◽  
Emotional Labor ◽  
Employee Satisfaction ◽  
Structural Equation ◽  
Dark Side ◽  
Dyadic Analysis ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual framework that explores the links between co-production, emotional labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction. Design/methodology/approach This study involved collecting and analyzing 322 questionnaires from the dyads of service employees and customers of the financial service industry in Taiwan. The hypothesized relationships in the model were tested by using a structural equation model. Findings The results of this study indicate that co-production influences deep acting, surface acting, value co-creation, and co-production intensity. Deep acting and surface acting have different effects on employee satisfaction and customer satisfaction. Meanwhile, employee satisfaction and value co-creation increase customer satisfaction, whereas co-production intensity decreases customer satisfaction. Originality/value The findings provide interesting theoretical insights and valuable managerial implications regarding the positive and negative aspects of co-production and encourage service employees to perform deep acting while minimizing surface acting.

Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction

2015 ◽  
Vol 29 (1) ◽  
pp. 71-80 ◽  
Author(s):  
Won-Moo Hur ◽  
Tae-Won Moon ◽  
Yeon Sung Jung
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
Regulation Strategies ◽  
The Relationship

Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses partially support for our hypotheses from 282 dyadic survey data [i.e. service interactions customers (seniors) and service employees (caregivers)] from a home caregiver firm in South Korea. Findings – The results of our study found that employee’s emotional regulation strategies of deep acting and surface acting differentially affect customer satisfaction, and that employee’s job satisfaction mediates the relationship between employee’s emotional regulation strategies and customer satisfaction. More specifically, the relationship between surface acting and customer satisfaction is fully mediated by employee’s job satisfaction, whereas the relationship between deep acting and customer satisfaction is partially mediated by employee’s job satisfaction. Originality/value – Our study is the first to provide an empirical test of how employee job satisfaction mediates the relationship between employee emotional labor and customer satisfaction in service interactions. This research sheds light on the crucial role of employee job satisfaction that can be an important consideration to boost service quality and customer satisfaction by facilitating employee emotional labor.

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