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http://dx.doi.org/10.9723/jksiis.2017.22.5.113

A Study on the Effects of Hospital Customers' Disgruntled Behaviors on Turnover Intention and Customer Orientation, using Emotional Dissonance and Emotional Exhaustion as Mediators: The Moderating Effects of Emotional Labor Strategy  

Han, Na Young (고신대학교 IT경영학과)
Bae, Sang Wook (부경대학교 경영학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.22, no.5, 2017 , pp. 113-128 More about this Journal
Abstract
This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.
Keywords
Customers' Disgruntled Behaviors; Emotional Dissonance; Emotional Exhaustion; Turnover Intention; Customer Orientation; Emotional Labor Strategy;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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