Linking Employee Job Satisfaction to Customer Satisfaction: Emotional Labor and Emotional Contagion as Mediators
| Autor: | Hao-Chien Hsu, 徐豪謙 |
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| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 Research linking employee job satisfaction to customer satisfaction has primarily focused on service quality as a mediator. However, relevant studies indicated that employee job satisfaction will affect service employees'' emotional labor, which in turn affects the emotional contagion between service employees and customers, resulting in customer satisfaction. In other words, the relationship between employee job satisfaction and customer satisfaction could be possibly mediated by emotional labor and emotional contagion, yet there has been little empirical research exploring this issue. This research integrates related literature to build a model linking employee job satisfaction to customer satisfaction through emotional labor and emotional contagion. Dyadic survey data from 193 service employee-customer pair showed that emotional labor and emotional contagion mediate the relationship between employee job satisfaction and customer satisfaction. Results, implications and directions for future research are then discussed. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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