Abstract
This article suggests that emotional labor strategies relate differently to negative emotions displayed by service providers during service interactions. The display of hostile emotions by service providers is expected to influence customer perception of service quality. Findings tested in a sample of 107 service provider–customer dyads show that only surface acting related positively to service provider displays of hostility. Surface acting was also related positively to customers' evaluation of service quality. The same relationships with deep acting failed to reach significance. Furthermore, the display of service provider hostility was negatively related with customer evaluations of service quality.
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