UPM Institutional Repository

The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours


Citation

Lee, Shin Ying and Abdul Aziz, Yuhanis and Md Sidin, Samsinar and Saleh, Rosli (2014) The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours. International Journal of Economics and Management, 8 (S). pp. 81-96. ISSN 1823-836X

Abstract

Service employees are required to create and maintain a positive emotional disposition during a service encounter to influence the customer’s impressions and overall satisfaction. Different emotional labour strategies performed by employees will yield different effects because customers may perceive them as sincere, fake or robotic. This study aims to link the customer’s perception of the emotional labour strategies performed by service employees and the potential outcomes of these strategies on the customers. A correlation analysis is used to identify the relationship between the strategies and the customer outcome whereas a multiple regression is used to identify which of the strategies has the strongest effect on the customer outcome. Overall, the findings offer strategic marketing implications for practitioners.


Download File

[img]
Preview
PDF
The influence of emotional labour strategies on customer satisfaction and word of mouth.pdf

Download (264kB) | Preview

Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Publisher: Faculty of Economics and Management, Universiti Putra Malaysia
Keywords: Emotional labour strategies; Emotions; Service employees; Tour guides
Depositing User: Mohd Hafiz Che Mahasan
Date Deposited: 02 Feb 2016 01:03
Last Modified: 02 Feb 2016 01:03
URI: http://psasir.upm.edu.my/id/eprint/36107
Statistic Details: View Download Statistic

Actions (login required)

View Item View Item