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Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction

Hur, Won-Moo; Moon, Tae-Won; Jung, Yeon Sung - In: Journal of Services Marketing 29 (2015) 1, pp. 71-80

Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses...

Persistent link: https://www.econbiz.de/10014906255

Assessing the effects of perceived value and satisfaction on customer loyalty : a "green" perspective

Hur, Won-moo; Kim, Yeonshin; Park, Kyungdo - In: Corporate social responsibility and environmental management 20 (2013) 3, pp. 146-156

Persistent link: https://www.econbiz.de/10009761157

The role of commitment on the customer benefits : loyalty relationship in mobile service industry

Hur, Won-moo; Park, Jungkun; Kim, Minsung - In: The service industries journal 30 (2010) 13/14, pp. 2293-2309

Persistent link: https://www.econbiz.de/10008809587

Customer response to employee emotional labor : the structural relationship between emotional labor, job satisfaction, and customer satisfaction

Hur, Won-moo; Moon, Tae Won; Jung, Yeon Sung - In: The journal of services marketing 29 (2015) 1, pp. 71-80

Persistent link: https://www.econbiz.de/10010531127

When does customer CSR perception lead to customer extra-role behaviors? : the roles of customer spirituality and emotional brand attachment

Hur, Won-Moo; Moon, Tae Won; Kim, Hanna - In: The journal of asset management 27 (2020) 4, pp. 421-437

Persistent link: https://www.econbiz.de/10012298813

How do customers' perceptions of corporate social responsibility contribute to sustainable customer citizenship behaviors? : the mediating mechanisms of corporate brand pride and self-brand connection

Jung, Chang Mo; Hur, Won-Moo - In: Corporate social responsibility and environmental management 29 (2022) 5, pp. 1676-1688

Persistent link: https://www.econbiz.de/10013407038