Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions

Volume: 3 Number: 2 June 1, 2013
  • Chaoying Tang
  • Craig R. Seal
  • Stefanie E. Naumann
  • Krystal Miguel
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International Review of Management and Marketing
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Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions

Abstract

Prior research has demonstrated the impact of employee emotional labor strategies (deep and surface acting) on customer behavioral intentions. However, there is limited data on the impact of emotional labor strategy on potential intervening variables and on actual buying decisions. This study extends the prior research by examining the effect of employee emotional labor strategies on customers’ emotional experiences and actual customer purchasing decisions. Data were collected from 294 employee-customer pairs from retail cell phone stores in China. Results indicated that choice of strategy (deep or surface) does significantly impact purchase decisions. In addition, the relationship between strategy and purchase is mediated by the customer's emotional experience.

Keywords

Details

Primary Language

English

Subjects

-

Journal Section

-

Authors

Chaoying Tang This is me

Craig R. Seal This is me

Stefanie E. Naumann This is me

Krystal Miguel This is me

Publication Date

June 1, 2013

Submission Date

June 1, 2013

Acceptance Date

-

Published in Issue

Year 2013 Volume: 3 Number: 2

IZ

https://izlik.org/JA97WE95GS

Cite

RIS / Bibtex
APA
Tang, C., Seal, C. R., Naumann, S. E., & Miguel, K. (2013). Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions. International Review of Management and Marketing, 3(2), 50-57. https://izlik.org/JA97WE95GS
AMA
1.Tang C, Seal CR, Naumann SE, Miguel K. Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions. IRMM. 2013;3(2):50-57. https://izlik.org/JA97WE95GS
Chicago
Tang, Chaoying, Craig R. Seal, Stefanie E. Naumann, and Krystal Miguel. 2013. “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”. International Review of Management and Marketing 3 (2): 50-57. https://izlik.org/JA97WE95GS.
EndNote
Tang C, Seal CR, Naumann SE, Miguel K (June 1, 2013) Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions. International Review of Management and Marketing 3 2 50–57.
IEEE
[1]C. Tang, C. R. Seal, S. E. Naumann, and K. Miguel, “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”, IRMM, vol. 3, no. 2, pp. 50–57, June 2013, [Online]. Available: https://izlik.org/JA97WE95GS
ISNAD
Tang, Chaoying - Seal, Craig R. - Naumann, Stefanie E. - Miguel, Krystal. “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”. International Review of Management and Marketing 3/2 (June 1, 2013): 50-57. https://izlik.org/JA97WE95GS.
JAMA
1.Tang C, Seal CR, Naumann SE, Miguel K. Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions. IRMM. 2013;3:50–57.
MLA
Tang, Chaoying, et al. “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”. International Review of Management and Marketing, vol. 3, no. 2, June 2013, pp. 50-57, https://izlik.org/JA97WE95GS.
Vancouver
1.Chaoying Tang, Craig R. Seal, Stefanie E. Naumann, Krystal Miguel. Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions. IRMM [Internet]. 2013 Jun. 1;3(2):50-7. Available from: https://izlik.org/JA97WE95GS