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Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender

Author

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  • Wisanupong Potipiroon
  • Angsuthon Srisuthisa-ard
  • Sue Faerman

Abstract

Prior research indicates that public service motivation (PSM) provides a motivational base for effective emotion regulation. This study extends this body of research by investigating how service workers in different gender groups regulate their emotions during service transactions. Analysis of survey data from public service workers in Thailand showed that ‘deep acting’ is the primary emotional labour strategy-linking PSM and customer service behaviour (CSB), whereas ‘surface acting’ does not play a mediating role. The results further revealed that PSM has a stronger association with male workers’ CSB only via deep acting. Theoretical and practical contributions are discussed.

Suggested Citation

  • Wisanupong Potipiroon & Angsuthon Srisuthisa-ard & Sue Faerman, 2019. "Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender," Public Management Review, Taylor & Francis Journals, vol. 21(5), pages 650-668, May.
    • Handle: RePEc:taf:rpxmxx:v:21:y:2019:i:5:p:650-668
    DOI: 10.1080/14719037.2018.1500629
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    Cited by:

    1. Silvia Fissi & Alberto Romolini & Elena Gori & Marco Contri, 2022. "Women participation in academic management positions. Evidence from Italian universities," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2022(3), pages 163-176.
    2. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
    3. Mitra Madanchian & Jay Ariken & Hamed Taherdoost, 2022. "Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service," Post-Print hal-03741852, HAL.
    4. Hyun Jung Lee, 2021. "Relationship between Emotional Labor and Job Satisfaction: Testing Mediating Role of Emotional Intelligence on South Korean Public Service Employees," Public Organization Review, Springer, vol. 21(2), pages 337-353, June.
    5. Jaeyoung Lim & Kuk-Kyoung Moon, 2023. "Exploring the Effect of Emotional Labor on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from Korean Firefighters," IJERPH, MDPI, vol. 20(5), pages 1-18, March.

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