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An Investigation into the Relationship between Emotional Labor and Customer Satisfaction

Author

Listed:
  • Eneizan Bilal Mohammad

    (Jadara University, Irbid, Jordania)

  • Alsakarneh Asaad Ahmad abdelqader

    (PhD Student, School of Business, Central South University, China)

  • AL-kharabsheh Kamel A.

    (Balqa Applied University, As-Salt, Jordania)

  • AL-Abrrow Hadi

    (Department of Business Administration, College of Administration and Economic, University of Basra, Basra, Iraq, Department of Business Administration, College of Administration Economic, University of Basra, Basra, Iraq)

  • Alnoor Alhamzah

    (Management Techniques Department, Management Technical College, Southern Technical University, Basrah, Iraq)

Abstract

Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable.

Suggested Citation

  • Eneizan Bilal Mohammad & Alsakarneh Asaad Ahmad abdelqader & AL-kharabsheh Kamel A. & AL-Abrrow Hadi & Alnoor Alhamzah, 2019. "An Investigation into the Relationship between Emotional Labor and Customer Satisfaction," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 27(4), pages 23-47, December.
    • Handle: RePEc:vrs:jmbace:v:27:y:2019:i:4:p:23-47:n:5
    DOI: 10.7206/cemj.2658-0845.8
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    References listed on IDEAS

    as
    1. Mohammed Alhamdi* & Ridha Malik Al-Sayed Noor & Mostafa Abdulla & Alhamzah Alnoor & Bilal Eneizan, 2019. "How Does Financial Analysis Influence the Firm's Failure of Iraqi Private Sector?," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(9), pages 1321-1328, 09-2019.
    2. Urvashi Tandon & Ravi Kiran & Ash N. Sah, 2018. "The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case," Information Systems and e-Business Management, Springer, vol. 16(1), pages 57-91, February.
    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    4. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    5. Stathopoulou, Anastasia & Balabanis, George, 2016. "The effects of loyalty programs on customer satisfaction, trust, and loyalty toward high- and low-end fashion retailers," Journal of Business Research, Elsevier, vol. 69(12), pages 5801-5808.
    6. Scandura, T. A. & Viator, R. E., 1994. "Mentoring in public accounting firms: An analysis of mentor-protege relationships, mentorship functions, and protege turnover intentions," Accounting, Organizations and Society, Elsevier, vol. 19(8), pages 717-734, November.
    7. Urvashi Tandon & Ravi Kiran & Ash N. Sah, 0. "The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: an emerging economy case," Information Systems and e-Business Management, Springer, vol. 0, pages 1-35.
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    Cited by:

    1. Ali Shakir Zaidan & Khai Wah Khaw & Chew XinYing & Alhamzah Alnoor & Yuvaraj Ganesan & Abdullah Mohammed Sadaa, 2023. "Influence of Organizational Contingencies on Financial Performance: Mediating Role of Crisis Management," Central European Business Review, Prague University of Economics and Business, vol. 2023(2), pages 37-59.

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    More about this item

    Keywords

    emotional labor; customer satisfaction; job satisfaction; mentoring;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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