An Investigation into the Relationship between Emotional Labor and Customer Satisfaction

• Authors: Bilal Mohammad Eneizan , Asaad Ahmad abdelqader Alsakarneh , Kamel A.AL-kharabsheh , Hadi AL-Abrrow , Alhamzah Alnoor

Abstracts

EN

Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable. Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.

Keywords

EN

emotional labor; customer satisfaction; job satisfaction; mentoring

• Publisher: Akademia Leona Koźmińskiego
• Journal: Central European Management Journal
• Year: 2019
• Volume: 27(4)
• Pages: 23-47

Dates

published

2019

Contributors

author

Bilal Mohammad Eneizan

author

Asaad Ahmad abdelqader Alsakarneh

author

Kamel A.AL-kharabsheh

author

Hadi AL-Abrrow

author

Alhamzah Alnoor

Identifiers

Biblioteka Nauki

1810535