The effects of Work engagement on Customer delight：The role of Emotional labor
| Autor: | I-Chin Wang, 王怡今 |
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| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 Most of prior studies investigated that work engagement affects the employee’s attitude in the organization behavioral research field, but very few of them paid attention to the linkage between work engagement and the customer attitude in the consumer behavioral research field. Thus, the first purpose of this study is to investigate whether employee’s attitude work engagement may affect the customer delight. Employee manages emotion (i.e., emotional labor) in two ways: deep acting and surface acting. Deep acting means that employees organize their own real emotions in order to express the emotion of organizational expectation. In contrast with deep acting, surface acting means that employees adjust their expression of emotion to meet the organizational requirement. The second purpose of this study is try to investigate whether employee’s positive emotion (i.e., work engagement) may affect emotional labor, which in turn may influence the consumer attitudes (i.e., customer delight in this study). The participants were chosen from FLEs working in restaurants, and 222 valid questionnaires were collected. This study utilized structural equation modeling (SEM) to verify the research framework and hypotheses. Research results show that work engagement had a significant positive relationship with deep acting. In contrast, the relationship between work engagement and surface acting is not significant. Deep acting had a significant positive relationship with customer delight. The relationship between surface acting and customer delight is not significant. Finally, the relationship between work engagement and customer delight is significantly positive. Theoretically, this study tries to provide the rational explanation for how (or process) employee’s work engagement may affect the customer delight by investigate the mediating role of labor motion. Practically, this study may provide suggestions to help corporations to raise customer’s positive attitude such as customer's delight which may help corporations to make profit. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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