QR Code Link : Type : Academic Journal Main Author : Shin Yiing Lee, Yuhanis Abdul Aziz, Prof. Datin Paduka Dr. Samsinar Md Sidin and Prof. Madya Dr. Rosli Saleh Title : The Influence of Emotional Labour Strategies on Customer Satisfaction and Word of Mouth Recommendations in Group Tours Varying Form of Title : International Journal of Economics and Management, (2014) Vol.8, Pages 81 – 96 Content Type : still image (rdacontent) Media Type : computer (rdamedia) Carrier Type : online resource (rdacarrier)

Publisher : International Journal of Economics and Management Year of Publication : 2014 Summary : 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 Corporate Name : UNIRAZAK Library PDF Guest : Click to view PDF file

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