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- W3004209905 abstract "Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable. Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country." @default.
- W3004209905 created "2020-02-07" @default.
- W3004209905 creator A5020585428 @default.
- W3004209905 creator A5047710684 @default.
- W3004209905 creator A5049664116 @default.
- W3004209905 creator A5083259460 @default.
- W3004209905 creator A5090012326 @default.
- W3004209905 date "2019-12-15" @default.
- W3004209905 modified "2023-10-17" @default.
- W3004209905 title "An Investigation into the Relationship between Emotional Labor and Customer Satisfaction" @default.
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