Linking ‘unit emotion work’ to customer satisfaction and loyalty: A multilevel study in the hospitality industry
Abstract
Emotion work, or the requirement to display certain emotions at the workplace, has been predominantly studied from an individual perspective. However, many services are commonly provided by work-units and teams and, therefore, studying ‘unit emotion work’ and its effects on customers is of research and practical interest. ‘Unit emotion work’ refers to shared perceptions developed by unit members regarding their emotional job requirements. In...
Paper Details
Title
Linking ‘unit emotion work’ to customer satisfaction and loyalty: A multilevel study in the hospitality industry
Published Date
Mar 23, 2021
Journal
Volume
41
Issue
5
Pages
2521 - 2534
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