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- W2030857789 endingPage "1288" @default.
- W2030857789 startingPage "1272" @default.
- W2030857789 abstract "Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to express feelings and emotions that are not genuine. Such ‘surface acting' has been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job demands–resources theory, this study investigates how a frontline employee's customer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a less stressful form of emotional labor." @default.
- W2030857789 created "2016-06-24" @default.
- W2030857789 creator A5004785522 @default.
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- W2030857789 date "2014-08-05" @default.
- W2030857789 modified "2023-09-27" @default.
- W2030857789 title "Customer orientation, engagement, and developing positive emotional labor" @default.
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- W2030857789 doi "https://doi.org/10.1080/02642069.2014.942653" @default.
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