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http://dx.doi.org/10.18807/jsrs.2016.6.4.001

Factors of Service Recovery Performance of Emotional Laborers  

Byeon, Hyeonsu (Department of Public Management Information Systems, Korea National University of Transportation)
Publication Information
Journal of Service Research and Studies / v.6, no.4, 2016 , pp. 1-13 More about this Journal
Abstract
Emotional labor may lead to service failure in service industries. Managers of an organization or a company can contribute to service recovery by reducing stress related to emotional labor. The aim of this study is to identify the antecedents and consequences of service recovery in respect of emotional labor. Data was surveyed from frontline employees to achieve the research purpose. The hypotheses were examined empirically using statistical tools. Results are as follows. First, surface acting had a negative impact on service recovery performance and deep acting had a positive impact. Second, empowerment and motivation had an influential relationship positively on service recovery performance. Third, service recovery performance was negatively related to intention to quit. In conclusion, managing employees' emotional labor strategies and work environment will bring high service recovery performance and low intention to quit.
Keywords
Emotional Labor; Surface Acting; Deep Acting; Service Recovery; Intention to Quit;
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