Geng, Zizhen; Liu, Chao; Liu, Xinmei; Feng, Jie - In: International Journal of Contemporary Hospitality Management 26 (2014) 7, pp. 1046-1064
Purpose – The purpose of this study is to empirically test and extend knowledge of the effects of emotional labor of frontline service employee. Design/methodology/approach – The authors examined the effects of emotional labor (surface acting and deep acting) on frontline employee...