An examination of the congruence and incongruence between employee actual and customer perceived emotional labor
An examination of the congruence and incongruence between employee actual and customer perceived emotional labor
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检查员工实际情绪劳动与客户感知情绪劳动之间的一致性和不一致
DOI：
10.1002/mar.21241
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发表时间：
2019-09
影响因子：
6.7
通讯作者：
Chen Zhao
中科院分区：
文献类型：
--
作者：
Xiao‐Yu Liu;Jing Wang;Chen Zhao
本研究考察了员工实际情绪劳动与顾客感知情绪劳动的一致性和不一致性对顾客信任的影响。基于510个餐饮服务员工和顾客的数据，响应面模型的结果表明，员工深度行为和顾客感知深度行为都高时，顾客信任度更高。当顾客感知的深度表演高于员工实际的深度表演时，顾客信任也更高，而不是反之亦然。表面行为的影响是不同的：随着员工表面行为和客户感知的表面行为的增加，客户信任最初减少，然后增加，表现出U型效应。理论和实践的影响进行了讨论。
This study examines the effects of the congruence and incongruence between employee actual and customer perceived emotional labor on customer trust. Based on data collected from 510 service employee and customer dyads in restaurants, the results of response surface modeling indicate that customer trust is higher when employee deep acting and customer perceived deep acting are both high rather than both low. Customer trust is also higher when customer perceived deep acting is higher than employee actual deep acting rather than vice versa. The effects are different in surface acting: as employee surface acting and customer perceived surface acting increase, customer trust initially decreases, then increases, exhibiting a U‐shaped effect. Implications for both theory and practice are discussed.
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影响因子：
12.9
作者：
Shankar Ganesan
通讯作者：
Shankar Ganesan
DOI：
10.1016/j.obhdp.2004.08.002
发表时间：
2005-01-01
影响因子：
4.6
作者：
Grandey, AA;Fisk, GM;Sideman, LA
通讯作者：
Sideman, LA
影响因子：
10.5
作者：
EDWARDS, JR;PARRY, ME
通讯作者：
PARRY, ME
影响因子：
16.4
作者：
A. Rafaeli;R. I. Sutton
通讯作者：
A. Rafaeli;R. I. Sutton
影响因子：
6.8
作者：
W. Becker;Russell S. Cropanzano
通讯作者：
W. Becker;Russell S. Cropanzano