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

Yıl 2013, Cilt: 3 Sayı: 2, 50 - 57, 01.06.2013

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

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

Yıl 2013, Cilt: 3 Sayı: 2, 50 - 57, 01.06.2013

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

Öz

Toplam 0 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA87CP63KN
Bölüm Araştırma Makalesi
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
Yayımlandığı Sayı Yıl 2013 Cilt: 3 Sayı: 2

Kaynak Göster

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.
AMA 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. Haziran 2013;3(2):50-57.
Chicago Tang, Chaoying, Craig R. Seal, Stefanie E. Naumann, ve Krystal Miguel. “Emotional Labor: The Role of Employee Acting Strategies on Customer Emotional Experience and Subsequent Buying Decisions”. International Review of Management and Marketing 3, sy. 2 (Haziran 2013): 50-57.
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 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, 2013.
ISNAD 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 3/2 (Haziran 2013), 50-57.
JAMA 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, 2013, ss. 50-57.
Vancouver 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):50-7.