Abstract
Roles of Customer Satisfaction and Customer Perceptions in Relationships between The Emotional Labor Performance
Highlights
All over the world, professors and teaching assistants occupy a central role in the delivery of quality higher education to students
Research on emotional labor has shown that displaying positive emotions in service interactions, such as smiling and conveying friendliness, is positively associated with the intention of customers to return, with their intention to recommend the service to others, and with the overall perception of service quality (e.g., Pugh 2001)
Most studies have focused on two emotional labor strategies, namely, surface acting and deep acting, which are commonly used for regulating emotional displays at work
Summary
Professors and teaching assistants occupy a central role in the delivery of quality higher education to students. The findings concluded that the more positive emotions are displayed in service interactions, the higher the satisfaction of customers will be. Such positive emotions could be developed and displayed when service providers modified their inner feelings to match the required expressions (deep acting) (e.g., Pugh 2001). Performing emotional labor requires effort and presents an occupational demand. This management of emotions in the context of work is recognized as a labor process that is sold for a wage and, is commoditized and has exchange value (Hochschild, 1983)
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