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http://dx.doi.org/10.5392/JKCA.2016.16.03.376

Mediating Effects of Emotional Labor in the relationships between Communication Ability and Customer Oriented Behaviors: Focusing upon Self-Employed Businessmen  

Moon, Joung Hyun (제주대학교 경영정보학과)
Lee, Dong Cheol (제주대학교 경영정보학과)
Kim, Jae-pil (제주대학교 경영정보학과)
Publication Information
The Journal of the Korea Contents Association / v.16, no.3, 2016 , pp. 376-390 More about this Journal
Abstract
The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.
Keywords
Communication Ability; Customer Orientation Behavior; Emotional Labor; Surface Acting; Deep Acting;
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Times Cited By KSCI : 3  (Citation Analysis)
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