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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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Main Authors: Lee, S.Y., Aziz, Y.A., Sidin, S.M.D., Saleh, R.
Format: Non-Indexed Article
Published: Faculty of Economics and Management, Universiti Putra Malaysia 2014
Online Access:http://discol.umk.edu.my/id/eprint/8255/
http://psasir.upm.edu.my/36107/
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spelling my.umk.eprints.82552022-05-23T10:26:10Z http://discol.umk.edu.my/id/eprint/8255/ The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours Lee, S.Y. Aziz, Y.A. Sidin, S.M.D. Saleh, R. 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 them as sincere, fake or robotic. This study aims to link the customer’s perception of the emotional labour strategies performed by service employees and the potential outcomes of these strategies on the customers. A correlation analysis is used to identify the relationship between the strategies and the customer outcome whereas a multiple regression is used to identify which of the strategies has the strongest effect on the customer outcome. Overall, the findings offer strategic marketing implications for practitioners Faculty of Economics and Management, Universiti Putra Malaysia 2014 Non-Indexed Article NonPeerReviewed Lee, S.Y. and Aziz, Y.A. and Sidin, S.M.D. and Saleh, R. (2014) The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours. International Journal of Economics and Management, 8. pp. 81-96. ISSN 1823836X http://psasir.upm.edu.my/36107/
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
description 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 them as sincere, fake or robotic. This study aims to link the customer’s perception of the emotional labour strategies performed by service employees and the potential outcomes of these strategies on the customers. A correlation analysis is used to identify the relationship between the strategies and the customer outcome whereas a multiple regression is used to identify which of the strategies has the strongest effect on the customer outcome. Overall, the findings offer strategic marketing implications for practitioners
format Non-Indexed Article
author Lee, S.Y.
Aziz, Y.A.
Sidin, S.M.D.
Saleh, R.
spellingShingle Lee, S.Y.
Aziz, Y.A.
Sidin, S.M.D.
Saleh, R.
The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
author_facet Lee, S.Y.
Aziz, Y.A.
Sidin, S.M.D.
Saleh, R.
author_sort Lee, S.Y.
title The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
title_short The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
title_full The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
title_fullStr The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
title_full_unstemmed The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
title_sort influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours
publisher Faculty of Economics and Management, Universiti Putra Malaysia
publishDate 2014
url http://discol.umk.edu.my/id/eprint/8255/
http://psasir.upm.edu.my/36107/
_version_ 1763303958072262656
score 13.223943

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