Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization
Abstract
Drawing on Hobfoll’s conservation of resources theory and Maslach’s burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job...
Paper Details
Title
Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization
Published Date
Mar 13, 2017
Journal
Volume
57
Issue
3
Pages
324 - 341
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