... and service failure. Additionally, this study explores whether emotional labour can mitigate the effects of customer mistreatment. This analysis has not been previously documented in the hospitality literature. Chih-Hsing Liu can be contacted at: phd20110909@gmail.com 03 06 2024 28 08 2024...

... that relates service employees’ DTs with emotional labor resulting in new avenues for further research. The findings are managerially relevant because they help specify the effects of negative personality traits on important employee outcomes. Mario Schaarschmidt can be contacted at: mario.schaarschmidt...

...Li-Wei Wu Purpose Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present...

...Won-Moo Hur; Su-Jin Han; Jeong-Ju Yoo; Tae Won Moon Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether...