Yang Yanyan, Qin Yao, Wang Ziyi, Sun Angyu
School of Business Administration, Jiangxi University of Finance and Economics, Nanchang, Jiangxi, People's Republic of China.
School of Business, Macau University of Science and Technology, Macau, People's Republic of China.
Psychol Res Behav Manag. 2023 Apr 6;16:1109-1124. doi: 10.2147/PRBM.S396775. eCollection 2023.
The purpose of this study is to investigate whether the emotional labor of service employees affects customer service misbehavior and repurchase intention and to explore the mechanism and boundary conditions.
We collected a total of 252 pairs of employee-customer valid matching data and used SPSS 24.0 and Mplus7.0 statistical analysis tools to perform statistical analysis and hypothesis testing.
The results showed that employees' surface acting has a significant positive impact on customer misbehavior and negative impact on repurchase intention via perceived face threat, while deep acting has a significant negative impact on customer misbehavior and positive impact on repurchase intention via perceived face threat. And customer face threat sensitivity not only moderates the relationship between service employee emotional labor and customer perceived face threat but also moderates the indirect effect of surface acting on customer misbehavior and repurchase intention via customer perceived face threat.
Based on face theory, this study explained how and when emotional labor of service employees may affect customer service misbehavior and repurchase intention. These results contribute to the emotional labor and customer service misbehavior literature by introducing perceived face threat as an underlying mechanism and face threat sensitivity as a boundary condition. In addition, this study suggests that service-oriented enterprises should pay attention to the management and guidance of employees' emotional labor and try their best to let employees show deep acting rather than surface acting.
本研究旨在调查服务员工的情绪劳动是否会影响客户服务不当行为和再购买意愿，并探索其中的机制和边界条件。
我们总共收集了252对员工-客户有效匹配数据，并使用SPSS 24.0和Mplus7.0统计分析工具进行统计分析和假设检验。
结果表明，员工的表层行为通过感知到的面子威胁对客户不当行为有显著正向影响，对再购买意愿有负向影响；而深层行为通过感知到的面子威胁对客户不当行为有显著负向影响，对再购买意愿有正向影响。并且客户面子威胁敏感性不仅调节服务员工情绪劳动与客户感知面子威胁之间的关系，还调节表层行为通过客户感知面子威胁对客户不当行为和再购买意愿的间接影响。
基于面子理论，本研究解释了服务员工的情绪劳动如何以及何时可能影响客户服务不当行为和再购买意愿。这些结果通过引入感知面子威胁作为潜在机制和面子威胁敏感性作为边界条件，为情绪劳动和客户服务不当行为的文献做出了贡献。此外，本研究表明，服务型企业应关注员工情绪劳动的管理和引导，尽量让员工表现出深层行为而非表层行为。
