The Effect of Emotional Labor on Customer Empathy and Customer Citizenship Behavior in Sports Center

2019 ◽  
Vol 28 (3) ◽  
pp. 385-398
Author(s):  
Jin Hur ◽  
Se-Jong Won
Keyword(s):  
Emotional Labor ◽  
Citizenship Behavior ◽  
Customer Citizenship Behavior

Determinants of Co-creative Behaviour of Patients: A Case Study in Jammu

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Jyoti Sharma ◽  
Lata Raj ◽  
Anil Gupta
Keyword(s):  
Customer Value ◽  
Research Area ◽  
Point Of View ◽  
Customer Participation ◽  
Citizenship Behavior ◽  
Future Research ◽  
Creative Behavior ◽  
Customer Profiling ◽  
Customer Citizenship Behavior ◽  
Lifestyle Diseases

The purpose of this study is to measure the existence of co-creation behavior between doctors and patients. The research also studies customer participation and customer citizenship behavior as the dimensions of co-creative behavior and tries to establish the relationship between co-creative behavior and satisfaction. This study uses Yi and Gong (2013) scale for collecting data regarding co-creation behavior and its dimensions which are customer participation (CP) and customer citizenship behavior (CCB). The data was collected from 204 patients who were suffering from various chronic/lifestyle diseases and getting their treatment from private clinics in Jammu city. The study uses 7-point Likert scale in the questionnaire ranging from 1 completely disagree through 7 completely agree, with a midpoint labeled 4 neither agree nor disagree. The analysis of paper reflects that co-creation behavior is prevalent among the patients and not only participation but the citizenship behavior also affects the co-creation behavior of patients. The study is conducted from patients point of view whereas doctors perspective should also be used in future research. The research area is restricted to Jammu city only. The research provides several implications-doctors can also use this scale for market segmentation and customer profiling for maximizing customer value co-creation behavior by gaining the useful information.

scholarly journals Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement

2018 ◽  
Vol 10 (10) ◽  
pp. 3600 ◽  
Author(s):  
Sung-Hoon Ko ◽  
Yongjun Choi ◽  
Seung-Yoon Rhee ◽  
Tae Moon
Keyword(s):  
Social Capital ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting

Despite an enduring interest in emotional labor, the effects of social capital on the emotional regulation process remain relatively underexplored. Using the job demands-resources model, we propose that social capital provides employees with the job resources required for deep acting. We also propose a double-mediation effect of deep or surface acting and job engagement, through which employee social capital can increase organizational citizenship behavior (OCB). Empirical results using data from 330 employees selling financial or insurance products in South Korea support our hypotheses that deep acting by sales employees and job engagement sequentially mediate the positive relationship between social capital and OCB.

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