Roles of Customer Satisfaction and Customer Perceptions in Relationships between The Emotional Labor Performance

Abstract

This paper presents an analysis of the relationships of Customer satisfaction and customer perceptions in higher education on emotional employee’s performance. To gather information, questionnaires were applied to 670 students distributed in the Fucalty of Business and Economics at Badr University. The researcher used the methodology of correlation that explains such effects. The results show that when there is a high level of deep acting, this affects the customer satisfaction positively. The researcher also found that the customer perception has positively related to deep acting while surface acting has negative relationships to both customer satisfaction and customer perceptions.