The Relationship among Emotional Labor, Service Quality and Job Performance of Youth Sports Instructor

2017 ◽  
Vol 68 ◽  
pp. 231-245
Author(s):  
Ju-Ho Kim
Keyword(s):  
Service Quality ◽  
Job Performance ◽  
Emotional Labor ◽  
Youth Sports ◽  
Labor Service ◽  
The Relationship

Connection or competence

2019 ◽  
Vol 31 (1) ◽  
pp. 330-348 ◽  
Author(s):  
Andrew Moreo ◽  
Robert Woods ◽  
Gail Sammons ◽  
Christine Bergman
Keyword(s):  
Service Quality ◽  
Emotional Labor ◽  
Service Provider ◽  
Content Type ◽  
Hiring Process ◽  
Beverage Industry ◽  
Food And Beverage ◽  
The Usa ◽  
Labor Service ◽  
Research Stream

Purpose As a service segment, the food and beverage industry has great potential for intensive interface between the consumer and the service provider and between the service provider and the back of the house staff. Given the significance of the perception of the provision of service to the consumer, it is important to study every aspect of the interaction. With this in mind, the purpose of this study is to examine the relationships between emotional labor, service quality, purpose of consumption, satisfaction and customer loyalty as seen through the perceptions of the consumer. Design/methodology/approach Survey data were collected from 400 respondents using an online market research firm in the USA. This research used three independent variables (emotional labor, service quality and purpose of consumption), each with two levels in a between-subjects 2 × 2 × 2 factorial experimental design. Eight scenarios were used to represent the eight different combinations of variables to test their effects. Findings Two very interesting findings emerged from this study. The first was that consumers’ purpose of consumption, whether dining for leisure or business, had no significant impact on their satisfaction or loyalty, either independently or in conjunction with emotional labor or service quality. The second most interesting finding was that the interaction of service quality and emotional labor did have a significant impact on satisfaction but not loyalty. Practical implications A restaurants’ standards of service should be the same, regardless of the business or leisure demographic being served. Authenticity matters, and therefore, employers should incorporate personality evaluation into the hiring process. Perhaps, focusing more on attitude and less on skill would lead to great customer satisfaction and loyalty. Originality/value This article furthers the relatively young research stream examining the impacts of emotional labor on the consumer.

scholarly journals Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction

2020 ◽  
Vol 11 ◽  
Author(s):  
Shu-Chuan Jennifer Yeh ◽  
Shih-Hua Sarah Chen ◽  
Kuo-Shu Yuan ◽  
Willy Chou ◽  
Thomas T. H. Wan
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Personality Traits ◽  
Emotional Labor ◽  
Sleep Problems ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Job Performance And Satisfaction ◽  
The Relationship

The objective of this study is to investigate the effects of emotional labor on job performance and satisfaction, as well as to examine the mediating effect of sleep problems and the moderating effects of personality traits. A time-lagged study was conducted on 864 health professionals. Scales for emotional labor, sleep, personality traits, and job satisfaction were used and job performance data was obtained from records maintained by human resources. Structural equation modeling was performed to investigate the relations. Sleep problems only partially mediated the relationship between surface acting and job satisfaction but completely mediated the relationship between surface acting and job performance. Several personality traits were shown to moderate the relationship between surface acting and sleep problems. The effects were stronger for people with low agreeableness and high neuroticism. The relationship between high levels of deep acting and low levels of sleep problems was more pronounced in individuals with low extraversion. Supervisors should be conscious of emotional labor in the work context and provide necessary deep acting training to facilitate emotional regulation.

The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes

2015 ◽  
Vol 53 (3) ◽  
pp. 605-624 ◽  
Author(s):  
Won-Moo Hur ◽  
Su-Jin Han ◽  
Jeong-Ju Yoo ◽  
Tae Won Moon
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach – Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees. Findings – The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationship between deep acting and job performance. Originality/value – The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the norm of reciprocity between an organization and its members.

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