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

Chaoying Tang; Craig R. Seal; Stefanie E. Naumann; Krystal Miguel

EN

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

Öz

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.

Anahtar Kelimeler

Emotion, emotional labor, deep acting, surface acting

Ayrıntılar

Birincil Dil

İngilizce

Konular

-

Bölüm

-

Yazarlar

Chaoying Tang Bu kişi benim

Craig R. Seal Bu kişi benim

Stefanie E. Naumann Bu kişi benim

Krystal Miguel Bu kişi benim

Yayımlanma Tarihi

1 Haziran 2013

Gönderilme Tarihi

1 Haziran 2013

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2013 Cilt: 3 Sayı: 2

IZ

https://izlik.org/JA97WE95GS

Kaynak Göster

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, ve 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 (01 Haziran 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, ve K. Miguel, “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”, IRMM, c. 3, sy 2, ss. 50–57, Haz. 2013, [çevrimiçi]. Erişim adresi: 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 (01 Haziran 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, vd. “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”. International Review of Management and Marketing, c. 3, sy 2, Haziran 2013, ss. 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]. 01 Haziran 2013;3(2):50-7. Erişim adresi: https://izlik.org/JA97WE95GS