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2016 Vol. 22, No. 3
Published: 2016-09-10
 
195 The Relation between Women’s Dressing Behavior and Body Self: Review and Prospect of Empirical Research
2016 Vol. 22 (3): 195-202 [Abstract] ( 933 ) PDF (1056 KB)  ( 2443 )
235 Research of Emotional Labor Variability based on Emotional Contagion Theory
The study has research on the impact of employee and customer interaction to emotional labor strategy and job performance in emotional labor, based on emotional contagion theory. We choose 201 samples to study on the relationship between emotional labor strategy, customer affect, emotional exhaustion, job satisfaction and customer conflict handling through questionnaires. The results show that: (1) deep acting has a significant negative influence on emotional exhaustion, which increases job satisfaction and improves customer conflict handling skills; (2) surface acting has a significant positive influence on emotional exhaustion, which decreases job satisfaction and deteriorates customer conflict handling condition; (3) customer positive affect shows its mediate effect between emotional labor strategy and emotional exhaustion; (4) the emotional labor strategy varies between customer positive affect and customer negative effect. The employees are inclined to use deep acting when faced customer positive affect, tend to use surface acting when faced customer negative affect
2016 Vol. 22 (3): 235-244 [Abstract] ( 761 ) PDF (1072 KB)  ( 2351 )
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