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Literary linguistics: Open Access research in English language

Strathprints makes available Open Access scholarly outputs by English Studies at Strathclyde. Particular research specialisms include literary linguistics, the study of literary texts using techniques drawn from linguistics and cognitive science.

The team also demonstrates research expertise in Renaissance studies, researching Renaissance literature, the history of ideas and language and cultural history. English hosts the Centre for Literature, Culture & Place which explores literature and its relationships with geography, space, landscape, travel, architecture, and the environment.

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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.