An Investigation into the Relationship between Emotional Labor and Customer Satisfaction

Eneizan Bilal Mohammad (), Alsakarneh Asaad Ahmad Abdelqader (), AL-kharabsheh Kamel A. (), AL-Abrrow Hadi () and Alhamzah Alnoor ()
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Eneizan Bilal Mohammad: Jadara University, Irbid, Jordania
Alsakarneh Asaad Ahmad Abdelqader: PhD Student, School of Business, Central South University, China
AL-kharabsheh Kamel A.: Balqa Applied University, As-Salt, Jordania
AL-Abrrow Hadi: Department of Business Administration, College of Administration and Economic, University of Basra, Basra, Iraq, Department of Business Administration, College of Administration Economic, University of Basra, Basra, Iraq

Journal of Management and Business Administration. Central Europe, 2019, vol. 27, issue 4, 23-47

Abstract: 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.

Keywords: emotional labor; customer satisfaction; job satisfaction; mentoring (search for similar items in EconPapers)
JEL-codes: M10 M31 (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:vrs:jmbace:v:27:y:2019:i:4:p:23-47:n:5

DOI: 10.7206/cemj.2658-0845.8

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