Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport. Method. There were 86 participants involved in this e...

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Bibliographic Details
Main Authors: Riska Amaliah, Muhammad Jufri, Resekiani Mas Bakar
Format: Article
Language:English
Published: Universitas Gadjah Mada 2019-05-01
Series:Berkala Ilmu Perpustakaan dan Informasi
Subjects:
emotional labor
customer employee rapport
deep acting
surface acting
library user satisfaction.
Online Access:https://journal.ugm.ac.id/bip/article/view/40056

Internet

https://journal.ugm.ac.id/bip/article/view/40056

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