Open AccessThe Structural Relationship Between Service Climate and Emotional Labor: The Chain Mediating Effect of Customer Emotion and Feedback
Author(s) -
Lingyun Gao,
Yang Qiu
Publication year - 2022
Publication title -
journal of innovation and social science research
Language(s) - English
Resource type - Journals
ISSN - 2591-6890
DOI - 10.53469/jissr.2022.09(03).11
Subject(s) - emotional labor , antecedent (behavioral psychology) , dual (grammatical number) , service (business) , tertiary sector of the economy , psychology , business , customer service , marketing , social psychology , art , literature
This article provides a quantitative review of the link of service climate with emotional labor (surface acting, and deep acting) by concentrating on mediating roles of customer emotion and customer feedback. This investigation had two purposes. The first was to prove that service climate has dual effects on customers and employees, and the importance of cultivating service climate is emphasized. The second is to research on customer as antecedent variable of employee emotional labor, which adds antecedent theory of emotional labor. To a certain extent, it can prove the link between customer behavior and employee performance in the service industry. Overall, the results of this study expand the research on emotional labor, and discuss the implications for future research as well as pragmatic ramifications.