...Hansol Hwang; Won-Moo Hur; Yuhyung Shin Purpose This study examines the effects of customer incivility on emotional labor through customer orientation and the moderating effects of conflict with supervisors or coworkers. This relationship can be explained using the transactional model of stress...

...Won-Moo Hur; Hyewon Park; June-ho Chung Purpose This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control...

...Yunxia Shi; Rumeng Zhang; Chunhao Ma; Lijie Wang Purpose This paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure...

... of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate. Design/methodology/approach Based...