The effects of emotional labor on emotional exhaustion, service-oriented organizational citizenship behaviors and customers’ behavioral intentions：Moderation of leadership, humor and role stress

• Main Authors: Chieh-Yi Yang, 楊絜貽
• Other Authors: Fong-Yi Lai
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/30635830747896365957

碩士 === 國立屏東科技大學 === 企業管理系所 === 95 === Interaction between employee and customer in service industry is much closer than others. Emotional labor occurrs when according to organization expectations employee display appropriate emotion in the service process. It may have substantially affect customers’ perception of service quality (Bowen & Schneider, 1988) and their behaviors (Morris & Feldman, 1997; Zapf, 2002). Most of previous studies on emotional labor have paid little attention on superior’s characteristics and employee’s personal perception of job role. This study examined interaction between emotion labor and superior’s humor, leadership and role stress of employee on emotional exhaustion, service-oriented organizational citizenship behaviors and customers’ behavioral intentions. Based on Lovelock’s (1983) categorization of service industry into “people as object” and “things as object”, this study collect data from 11 service industries in Kaohsiung and Pingtung. For the avoidance to common method variance, paired questionnaire was conducted. Each pair includes one service provider and his/her 2 to 5 customers. In total, 251 pairs, 1323 questionnaires were collected, where “people” sample are 122 pairs (615 questionanires), and “things” sample are 129 pairs (708 questionanires). The results of hierarchical regression show three key findings: (1).Transactional leadership and superior’s humor positively moderate emotional labor and emotional exhaustion. (2). Employee role stress positively moderates emotional labor and emotional exhaustion, but negatively moderates emotional labor and customers’ behavioral intentions. (3).The moderation effects of superior’s humor on emotional labor and emotional exhaustion in “people” sample are stronger than in “things” sample. Effects of emotional labor on customers’ behavioral intentions in “things” sample are stronger than in “people” sample. Moderation effects of leadership on emotional labor and service-oriented organizational citizenship behaviors in “people” sample are stronger than in “things” sample. Based on the research findings, managerial and research implication are discussed.