en pl
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Central European Management Journal

Zobacz wydanie
Rok 12.2019 
Tom 27 
Numer 4

An Investigation into the Relationship between Emotional Laborand Customer Satisfaction

Bilal Mohammad Eneizan
Jadara University, Irbid, Jordania

Asaad Ahmad abdelqader Alsakarneh
School of Business, Central South University, China

Kamel A.AL-kharabsheh
Balqa Applied University, As-Salt, Jordania

Hadi AL-Abrrow
University of Basra, Basra, Iraq

Alhamzah Alnoor
Southern Technical University, Basrah, Iraq

12.2019 27 (4) Central European Management Journal

DOI 10.7206/cemj.2658-0845.8

Abstrakt

Purpose: This study primarily aims to provide insight into the role of deep acting and surface
acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable.

Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms.
Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction.

Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.

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Kompletne metadane

Cytowanie zasobu

APA style

Mohammad Eneizan, B. , Ahmad abdelqader Alsakarneh, A. , A.AL-kharabsheh, K. , AL-Abrrow, H. , & Alnoor, A. . (2019). An Investigation into the Relationship between Emotional Laborand Customer Satisfaction. Central European Management Journal, 27(4), 23-47. https://doi.org/10.7206/cemj.2658-0845.8 (Original work published 12.2019n.e.)

MLA style

Mohammad Eneizan, B. , et al. „An Investigation Into The Relationship Between Emotional Laborand Customer Satisfaction”. 12.2019n.e. Central European Management Journal, t. 27, nr 4, 2019, ss. 23-47.

Chicago style

Mohammad Eneizan, Bilal , Asaad Ahmad abdelqader Alsakarneh, Kamel A.AL-kharabsheh, Hadi AL-Abrrow, i Alhamzah Alnoor. „An Investigation Into The Relationship Between Emotional Laborand Customer Satisfaction”. Central European Management Journal, Central European Management Journal, 27, nr 4 (2019): 23-47. doi:10.7206/cemj.2658-0845.8.