Research on the Influence of Emotional Labor Strategy used by Public Transportation Employee on Service Satisfaction
The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
[1] H. J. Chiou, Principless and Practice of Structural Equation Modeling
with LISREL. Taipei: Yeh Yeh Book Gallery, 2003.
[2] K. Albrecht, & R. Zemke, Service America! Doing Business in the New
Economy. Homewood, IL: Dow Jones-Irwin, 1985.
[3] P. M. Bentler, "Confirmatory factor analysis via noniterative estimation:
A fast, inexpensive method," Journal of Marketing Research, vol. 19, pp.
417-424, 1983.
[4] P. M. Bentler, Theory and implementation of EQS: A structural equations program. Newbery Park, California: Sage, 1988.
[5] M. W. Browne & R. Cudeck, "Single sample cross-validation indices for
covariance structures," Multivariate Behavioral Research, vol. 24, no. 4,
pp. 445- 455, 1989.
[6] S. Coté, "A social interaction model of the effects of emotion regulation
on work strain," Academy of Management Review, vol. 30, pp. 509-530,
2005.
[7] T. DeWitt & Y. Liu, "The customer orientationloyalty model: The role of
emotional contagion and rapport in the service encounter," in AMA
summer wducators-conference: Enhancing knowledge development in
marketing, W. J. Kehoe & J. H. Lindgren, Jr., Eds. Chicago: AMA, 2002,
PP. 321.
[8] P. Ekman, Emotions Revealed: Recognizing Faces and Feelings to
Improve Communication and Emotional Life. New York: Times Books,
2003.
[9] P. Ekman, Telling Lies: Clues to Deceit in the Marketplace, Politics, and
Marriage. New York: Norton, 2001.
[10] P. Ekman & M. O-Sullivan, "Who can catch a liar?" American
Psychologist, vol. 46, pp. 913-920, 1991.
[11] P. Ekman, M. O-Sullivan, & M. G. Frank, "A few can catch a liar,"
Psychological Science, vol. 10, pp. 263-266, 1999.
[12] H. A. Elfenbein, M. Foo, J. B. White, H. H. Tan, & V. C. Aik, "Reading
your counterpart: The benefit of emotion recognition accuracy for
effectiveness in negotiation," Journal of Nonverbal Behavior, vol. 31, pp.
205-223, 2007.
[13] H. A. Elfenbein, A. A. Marsh, & N. Ambady, "Emotional intelligence and
the recognition of emotion from facial expressions," in The wisdom in
feeling: Psychological processes in emotional intelligence, L. Feldman
Barrett & P. Salovey, Eds. New York: Guilford Press, 2002, PP. 37-59.
[14] A. A. Grandey, "Emotion regulation in the workplace: A new way to
conceptualize emotional labor," Journal of Occupational Health
Psychology, vol. 1, pp. 95-110, 2000.
[15] A. A. Grandey, "Emotions at work: A review and research agenda," in
Handbook of organizational behavior, C. Cooper & J. Barling, Eds.
London: Sage, 2008, PP.235-261.
[16] A. A. Grandey, "When "the show must go on": Surface acting and deep
acting as determinants of emotional exhaustion and peer-rated service
delivery," Academy of Management Journal, vol. 46, pp. 86-96, 2003.
[17] J. J. Gross, "The emerging field of emotion regulation: An integrative
review," Review of General Psychology, vol. 2, pp. 271-299, 1998.
[18] M. Groth, T. Hennig-Thurau, & G. Walsh, "Customer Reactions to
Emotional Labor: The Roles of Employee Acting Strategies and
Customer Detection Accuracy," Academy of Management Journal, vol.
52, no. 5, pp. 958-974, 2009.
[19] T. Hennig-Thurau, "Customer orientation of service employees: Its
impact on customer satisfaction, commitment, and retention,"
International Journal of Service Industry Management, vol. 15, pp.
460-478, 2004.
[20] T. Hennig-Thurau, M. Groth, M. Paul, & D. Gremler, "Are all smiles
created equal? How emotional contagion and emotional labor affect
service relationships," Journal of Marketing, vol. 70, no. 3, pp. 58-73,
2006.
[21] A. R. Hochschild, The Managed Heart: Commercialization of Human
Feeling. Berkeley: University of California Press, 1983.
[22] S. M. Kruml, & D. Geddes, "Exploring the dimensions of emotional
labor: The heart of Hochschild-s work," Management Communication
Quarterly, vol. 14, pp. 8-49, 2000.
[23] R. L. Oliver, Satisfaction: A Behavioral Perspective on the Consumer.
New York: McGraw-Hill, 1997.
[24] A. Rafaeli & R. I. Sutton, "Expression of emotion as part of the work
role," Academy of Management Review, vol. 12, pp. 23-37, 1987.
[25] M. Schmit, & S. Allscheid, “Employee attitudes and customer
satisfaction: Making theoretical and empirical connections,” Personnel
Psychology, vol. 48, pp. 521-536, 1995.
[26] B. Schneider & D. E. Bowen, “Employee and customer perceptions of
service in banks: Replications and extension,” Journal of Applied
Psychology, vol. 70, pp. 423–433, 1985.
[27] H. H. Tan, M. D. Foo, & M. H. Kwek, “The effects of customer
personality traits on the display of positive emotions,” Academy of
Management Journal, vol. 47, pp. 287–296, 2004.
[28] B. B. Wheaton, B. Muthen, D. F. Alwin, & G. F. Summers, “Assessing
reliability and stability in panel models,” in Sociological Methodology,
D. R. Heiss, Ed. San Francisco, CA: Jossey-Bass, 1977.
[29] V. A. Zeithaml, L. L. Berry, & A. Parasuraman, “The behavioral
consequences of service quality,” Journal of Marketing, vol. 60, no. 2, pp.
31–46, 1996.
[1] H. J. Chiou, Principless and Practice of Structural Equation Modeling
with LISREL. Taipei: Yeh Yeh Book Gallery, 2003.
[2] K. Albrecht, & R. Zemke, Service America! Doing Business in the New
Economy. Homewood, IL: Dow Jones-Irwin, 1985.
[3] P. M. Bentler, "Confirmatory factor analysis via noniterative estimation:
A fast, inexpensive method," Journal of Marketing Research, vol. 19, pp.
417-424, 1983.
[4] P. M. Bentler, Theory and implementation of EQS: A structural equations program. Newbery Park, California: Sage, 1988.
[5] M. W. Browne & R. Cudeck, "Single sample cross-validation indices for
covariance structures," Multivariate Behavioral Research, vol. 24, no. 4,
pp. 445- 455, 1989.
[6] S. Coté, "A social interaction model of the effects of emotion regulation
on work strain," Academy of Management Review, vol. 30, pp. 509-530,
2005.
[7] T. DeWitt & Y. Liu, "The customer orientationloyalty model: The role of
emotional contagion and rapport in the service encounter," in AMA
summer wducators-conference: Enhancing knowledge development in
marketing, W. J. Kehoe & J. H. Lindgren, Jr., Eds. Chicago: AMA, 2002,
PP. 321.
[8] P. Ekman, Emotions Revealed: Recognizing Faces and Feelings to
Improve Communication and Emotional Life. New York: Times Books,
2003.
[9] P. Ekman, Telling Lies: Clues to Deceit in the Marketplace, Politics, and
Marriage. New York: Norton, 2001.
[10] P. Ekman & M. O-Sullivan, "Who can catch a liar?" American
Psychologist, vol. 46, pp. 913-920, 1991.
[11] P. Ekman, M. O-Sullivan, & M. G. Frank, "A few can catch a liar,"
Psychological Science, vol. 10, pp. 263-266, 1999.
[12] H. A. Elfenbein, M. Foo, J. B. White, H. H. Tan, & V. C. Aik, "Reading
your counterpart: The benefit of emotion recognition accuracy for
effectiveness in negotiation," Journal of Nonverbal Behavior, vol. 31, pp.
205-223, 2007.
[13] H. A. Elfenbein, A. A. Marsh, & N. Ambady, "Emotional intelligence and
the recognition of emotion from facial expressions," in The wisdom in
feeling: Psychological processes in emotional intelligence, L. Feldman
Barrett & P. Salovey, Eds. New York: Guilford Press, 2002, PP. 37-59.
[14] A. A. Grandey, "Emotion regulation in the workplace: A new way to
conceptualize emotional labor," Journal of Occupational Health
Psychology, vol. 1, pp. 95-110, 2000.
[15] A. A. Grandey, "Emotions at work: A review and research agenda," in
Handbook of organizational behavior, C. Cooper & J. Barling, Eds.
London: Sage, 2008, PP.235-261.
[16] A. A. Grandey, "When "the show must go on": Surface acting and deep
acting as determinants of emotional exhaustion and peer-rated service
delivery," Academy of Management Journal, vol. 46, pp. 86-96, 2003.
[17] J. J. Gross, "The emerging field of emotion regulation: An integrative
review," Review of General Psychology, vol. 2, pp. 271-299, 1998.
[18] M. Groth, T. Hennig-Thurau, & G. Walsh, "Customer Reactions to
Emotional Labor: The Roles of Employee Acting Strategies and
Customer Detection Accuracy," Academy of Management Journal, vol.
52, no. 5, pp. 958-974, 2009.
[19] T. Hennig-Thurau, "Customer orientation of service employees: Its
impact on customer satisfaction, commitment, and retention,"
International Journal of Service Industry Management, vol. 15, pp.
460-478, 2004.
[20] T. Hennig-Thurau, M. Groth, M. Paul, & D. Gremler, "Are all smiles
created equal? How emotional contagion and emotional labor affect
service relationships," Journal of Marketing, vol. 70, no. 3, pp. 58-73,
2006.
[21] A. R. Hochschild, The Managed Heart: Commercialization of Human
Feeling. Berkeley: University of California Press, 1983.
[22] S. M. Kruml, & D. Geddes, "Exploring the dimensions of emotional
labor: The heart of Hochschild-s work," Management Communication
Quarterly, vol. 14, pp. 8-49, 2000.
[23] R. L. Oliver, Satisfaction: A Behavioral Perspective on the Consumer.
New York: McGraw-Hill, 1997.
[24] A. Rafaeli & R. I. Sutton, "Expression of emotion as part of the work
role," Academy of Management Review, vol. 12, pp. 23-37, 1987.
[25] M. Schmit, & S. Allscheid, “Employee attitudes and customer
satisfaction: Making theoretical and empirical connections,” Personnel
Psychology, vol. 48, pp. 521-536, 1995.
[26] B. Schneider & D. E. Bowen, “Employee and customer perceptions of
service in banks: Replications and extension,” Journal of Applied
Psychology, vol. 70, pp. 423–433, 1985.
[27] H. H. Tan, M. D. Foo, & M. H. Kwek, “The effects of customer
personality traits on the display of positive emotions,” Academy of
Management Journal, vol. 47, pp. 287–296, 2004.
[28] B. B. Wheaton, B. Muthen, D. F. Alwin, & G. F. Summers, “Assessing
reliability and stability in panel models,” in Sociological Methodology,
D. R. Heiss, Ed. San Francisco, CA: Jossey-Bass, 1977.
[29] V. A. Zeithaml, L. L. Berry, & A. Parasuraman, “The behavioral
consequences of service quality,” Journal of Marketing, vol. 60, no. 2, pp.
31–46, 1996.
@article{"International Journal of Business, Human and Social Sciences:57537", author = "Ming-Hsiung Wu and Yu-Hsi Yuan", title = "Research on the Influence of Emotional Labor Strategy used by Public Transportation Employee on Service Satisfaction", abstract = "The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
", keywords = "Emotional labor, Emotional deep action strategy, Emotional surface action strategy, Service satisfaction", volume = "6", number = "2", pages = "223-5", }
