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Open Access research that shapes economic thinking...

Strathprints makes available scholarly Open Access content by the Fraser of Allander Institute (FAI), a leading independent economic research unit focused on the Scottish economy and based within the Department of Economics. The FAI focuses on research exploring economics and its role within sustainable growth policy, fiscal analysis, energy and climate change, labour market trends, inclusive growth and wellbeing.

The open content by FAI made available by Strathprints also includes an archive of over 40 years of papers and commentaries published in the Fraser of Allander Economic Commentary, formerly known as the Quarterly Economic Commentary. Founded in 1975, "the Commentary" is the leading publication on the Scottish economy and offers authoritative and independent analysis of the key issues of the day.

Explore Open Access research by FAI or the Department of Economics - or read papers from the Commentary archive [1975-2006] and [2007-2018]. Or explore all of Strathclyde's Open Access research...

Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy

Groth, M. and Hennig-Thurau, Thorsten and Walsh, Gianfranco (2009) Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52 (5). pp. 958-974. ISSN 0001-4273

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Abstract

In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees’ emotional labor strategies of deep and surface acting differentially influence customers’ service evaluations and that customers’ accuracy in detecting employees’ strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.