微笑服务:情绪劳动对银行业边界扳手的差异影响

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2022-09-29 DOI:10.1080/15332969.2022.2127521

Forbes Makudza

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引用次数: 2

摘要

摘要本研究揭示了情绪劳动策略对工作满意度和情绪耗竭的影响。一个概念框架是利用现存的文献发展起来的，这导致了对深层行为和表层行为的研究，这是情感劳动的两种主要策略。数据采用结构化问卷从津巴布韦银行一线员工中收集，并使用SPSS进行分析。研究结果表明，深度表演能带来工作满意度，减少情绪衰竭。表面行为与工作满意度呈负相关，与情绪耗竭呈正相关。

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Service with a Smile: The Differential Effects of Emotional Labor on Boundary Spanners in the Banking Industry

Abstract The study uncovered the effect of emotional labor strategies on job satisfaction and emotional exhaustion. A conceptual framework was developed using extant literature which led to the examination of Deep Acting and Surface Acting, which are the two main strategies of emotional labor. Data was collected from front line employees of banks in Zimbabwe using a structured questionnaire, and was analyzed using SPSS. The results revealed that Deep Acting leads to job satisfaction and reduced emotional exhaustion. Surface Acting was found to be inversely related to Job Satisfaction and positively related to Emotional Exhaustion.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.