The Study of Emotional Labor and Service Value Creation of Wedding Consulting Industry

• Main Authors: Hsiao-Pei Chiang, 江筱蓓
• Other Authors: Shen-Pin Lin
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/43817396898323340154

碩士 === 雲林科技大學 === 企業管理系碩士班 === 96 === The main purpose of present study is to identify the service value creation of wedding consultants. Wedding consulting companies play roles of communicator, negotiator, and integrator between consumers and suppliers. Breaking away from the traditional service mode, wedding consultants integrate the products derivative from wedding planning to executing and be the agent of the commerce. Thus, wedding consultant have the “duty” to play positive, patient, and caring during the transaction. Therefore, based on the theories of emotional labor, emotional display and emotion value creation, the present study is going to investigate the influence of emotional display and value creation of wedding consultant. After literature reviewing and data analyzing, the findings indicated that working environment and connection and interaction of the employees may strengthen the centripetal force of the company and gain profits. And autocratic leadership and excessively intimate relationship among the employees might increase risks of emotion extension and turnover.