The effects of employee-customer emotional interaction on service quality

• Main Authors: Shu-Hui Tu, 涂淑惠
• Other Authors: Yu-Chuan Tung
• Format: Others
• Language: en_US
• Online Access: http://ndltd.ncl.edu.tw/handle/56597561742215723236

碩士 === 國立高雄應用科技大學 === 人力資源發展系碩士班 === 94 === ABSTRACT This study is based on social exchange theory and emotional labor to explore the influence of service provider-customer emotional interaction on service quality. It also examines whether the relationships between emotional labor strategies and customers’ perception are moderated by emotional labor and emotional intelligence. A total of 416 service provider-customer dyads data from the department stores in Taipei and Kaohsiung were collected and analysis. The findings indicate the following: 1. customers can perceive the difference of emotional labor strategies which service providers used; 2. emotional labor has some influence on the relationship between emotional strategy and customers’ perception but emotional intelligence has less influence on the relationship between emotional strategy and customers’ perception; 3. customers reflex their perceptions to their own emotions which further influence their evaluation of service quality.