Abstract
Particularly to the field of services, the organizational members (employees) carry out their tasks at customer contact points by restraining their emotions. This leads to emotional exhaustion and impersonalizing of customers as well as reduction in personal satisfaction. The organizational member with low adaptability to emotional labor may experience more difficulty in controlling and restraining their emotions. Such adaptability due to emotional labor has a close relationship with the organizational members’ ability to form social relationship. Therefore, a leader’s Emotional Leadership is considered as a core factor for organizational members’ emotional labor and customer orientation. The subjects in this study were the organizational members (employees) that are directly at the contact point with customers in the festival industry, who work at the companies related to domestic festivals. The aim of this study is to empirically analyze the effect of the Emotional Leadership of a festival officials’ leader on the organizational members’ emotional labor (surface acting and deep acting) and customer orientation. A survey was conducted in approximately 40 companies related to festivals, and the collected valid samples (180 people) were used to perform statistical analysis. The result of the analysis is as follows. First, the Emotional Leadership of a festival officials’ leader did not have a statistically significant effect on the organizational members’ surface acting. However, it did have a statistically significant positive effect on the deep acting. Second, the Emotional Leadership of a festival officials’ leader was shown to have a statistically positive effect on the organizational members’ customer orientation. Third, the surface acting of the organizational members that are festival officials was shown to have a significantly positive effect on the customer orientation, and the deep acting was also analyzed to have a positive effect on the customer orientation.
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