IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v36y2016i7-8p356-373.html
   My bibliography  Save this article

Does emotional labor moderate customer participation and buying?

Author

Listed:
  • Tali Seger-Guttmann
  • Hana Medler-Liraz

Abstract

Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened.

Suggested Citation

  • Tali Seger-Guttmann & Hana Medler-Liraz, 2016. "Does emotional labor moderate customer participation and buying?," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 356-373, June.
    • Handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:356-373
    DOI: 10.1080/02642069.2016.1219724
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2016.1219724
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2016.1219724?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gilboa, Shaked & Seger-Guttmann, Tali & Mimran, Ofir, 2019. "The unique role of relationship marketing in small businesses’ customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 152-164.
    2. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    3. Gong, Taeshik & Park, JungKun & Hyun, Hyowon, 2020. "Customer response toward employees’ emotional labor in service industry settings," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    4. Chunhao Ma & Biying Wang & Caozhi Sun & Le Lin, 2023. "The Spillover Effect of Emotional Labor: How It Shapes Frontline Employees’ Proactive Innovation Behavior," SAGE Open, , vol. 13(3), pages 21582440231, August.
    5. Medler-Liraz, Hana & Seger-Guttmann, Tali, 2021. "The joint effect of flirting and emotional labor on customer service-related outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    6. Seger-Guttmann, Tali & Vilnai-Yavetz, Iris & Wang, Chen-Ya & Petruzzellis, Luca, 2018. "Illegitimate returns as a trigger for customers’ ethical dissonance," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 120-131.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:36:y:2016:i:7-8:p:356-373. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.