The Relationship Between Emotional Labor And Service Quality: The Moderating Effect Of Aesthetic Labor and Aesthetic Value Combination Of Supervisor-Subordinate

• Main Authors: Chun-Chieh Chang, 張俊傑
• Other Authors: Huo-Tsan Chang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/18101012168756089972

碩士 === 國立彰化師範大學 === 人力資源管理研究所 === 103 === The success of business depends on the quality of service provided to its customers. While the product line and layout are easily imitated, service quality will be the core competence of organization. In prior studies, employee’s emotional labor had great impact on customer’s perception of service quality. Two commonly discussed strategies of emotional labor are surface acting and deep acting. However, emotional labor impact on the performance was inconsistent. It means emotional labor and performance having moderator. According to social cognitive theory perspective, personal behavior will be affected by personal factors and environmental factors. We exam how the aesthetics of situational factors and personal factors moderate separately the relationship between surface acting, deep acting and service quality. These hypotheses were supported in an examination of the service quality of 289 frontline service providers and 73 supervisor as sampled from 50 hotels in Taiwan. We used hierarchical regression analysis to testify these hypotheses. The study findings indicated : 1.When aesthetics labor is high, the employees who display surface acting enhance their service quality. 2.When aesthetics labor is high, the employees who display deep acting enhance their service quality. 3.When aesthetics value combination of supervisor –subordinate is high, the employees who display surface acting enhance their service quality. 4. When aesthetics value combination of supervisor –subordinate is high, the employees who display deep acting enhance their service quality.