The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
Service employees are required to create and maintain a positive emotional disposition during a service encounter to influence the customer’s impressions and overall satisfaction. Different emotional labour strategies performed by employees will yield different effects because customers may perceive...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics and Management, Universiti Putra Malaysia
2014
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| Online Access: | http://psasir.upm.edu.my/id/eprint/36107/ http://psasir.upm.edu.my/id/eprint/36107/1/The%20influence%20of%20emotional%20labour%20strategies%20on%20customer%20satisfaction%20and%20word%20of%20mouth.pdf |
| _version_ | 1848848240142712832 |
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| author | Lee, Shin Ying Abdul Aziz, Yuhanis Md Sidin, Samsinar Saleh, Rosli |
| author_facet | Lee, Shin Ying Abdul Aziz, Yuhanis Md Sidin, Samsinar Saleh, Rosli |
| author_sort | Lee, Shin Ying |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Service employees are required to create and maintain a positive emotional disposition during a service encounter to influence the customer’s impressions and overall satisfaction. Different emotional labour strategies performed by employees will yield different effects because customers may perceive them as sincere, fake or robotic. This study aims to link the customer’s perception of the emotional labour strategies performed by service employees and the potential outcomes of these strategies on the customers. A correlation analysis is used to identify the relationship between the strategies and the customer outcome whereas a multiple regression is used to identify which of the strategies has the strongest effect on the customer outcome. Overall, the findings offer strategic marketing implications for practitioners. |
| first_indexed | 2025-11-15T09:31:21Z |
| format | Article |
| id | upm-36107 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:31:21Z |
| publishDate | 2014 |
| publisher | Faculty of Economics and Management, Universiti Putra Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-361072016-02-02T01:03:44Z http://psasir.upm.edu.my/id/eprint/36107/ The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours Lee, Shin Ying Abdul Aziz, Yuhanis Md Sidin, Samsinar Saleh, Rosli Service employees are required to create and maintain a positive emotional disposition during a service encounter to influence the customer’s impressions and overall satisfaction. Different emotional labour strategies performed by employees will yield different effects because customers may perceive them as sincere, fake or robotic. This study aims to link the customer’s perception of the emotional labour strategies performed by service employees and the potential outcomes of these strategies on the customers. A correlation analysis is used to identify the relationship between the strategies and the customer outcome whereas a multiple regression is used to identify which of the strategies has the strongest effect on the customer outcome. Overall, the findings offer strategic marketing implications for practitioners. Faculty of Economics and Management, Universiti Putra Malaysia 2014 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/36107/1/The%20influence%20of%20emotional%20labour%20strategies%20on%20customer%20satisfaction%20and%20word%20of%20mouth.pdf Lee, Shin Ying and Abdul Aziz, Yuhanis and Md Sidin, Samsinar and Saleh, Rosli (2014) The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours. International Journal of Economics and Management, 8 (S). pp. 81-96. ISSN 1823-836X http://econ.upm.edu.my/ijem/vol8noS/bab05.pdf |
| spellingShingle | Lee, Shin Ying Abdul Aziz, Yuhanis Md Sidin, Samsinar Saleh, Rosli The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title | The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title_full | The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title_fullStr | The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title_full_unstemmed | The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title_short | The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| title_sort | influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours |
| url | http://psasir.upm.edu.my/id/eprint/36107/ http://psasir.upm.edu.my/id/eprint/36107/ http://psasir.upm.edu.my/id/eprint/36107/1/The%20influence%20of%20emotional%20labour%20strategies%20on%20customer%20satisfaction%20and%20word%20of%20mouth.pdf |