The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours

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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...

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Bibliographic Details
Main Authors:	Lee, Shin Ying, Abdul Aziz, Yuhanis, Md Sidin, Samsinar, Saleh, Rosli
Format:	Article
Language:	English
Published:	Faculty of Economics and Management, Universiti Putra Malaysia 2014
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

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