Influence of emotional labor and emotional intelligence
on service sabotage
Lin Yun-Tsan and Tsai Yi-Chih
Past studies have confirmed that emotional intelligence
can effectively regulate emotional labor and thereby reduce occupational burnout
and adverse behavior in employees. The objective of this study was therefore to
understand the influence of emotional labor and emotional intelligence on service
sabotage. Using the experimental design, we paired the surface acting and deep acting
in emotional labor with high and low emotional intelligence to examine the influence
of the two factors on service sabotage behavior. The results indicate that both
emotional labor and emotional intelligence exert significant main effects on service
sabotage and that interaction effects exist between the two variables. This means
that among service personnel who adopt surface acting, those with low emotional
intelligence are significantly more likely to engage in service sabotage than those
with high emotional intelligence. In contrast, among service personnel who adopt
deep acting, whether they engage in service sabotage, does not vary significantly
with their emotional intelligence.
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The Role of Customer Involvement for Selection of
an Outlet: A Study with Customers of Electronics Products
Hamza V.K.
This study explores the customers’ preferences leading
to the involvement during the selection of a shopping outlet. Selection of an outlet
for buying the products is based on several aspects: depends on the products and
its importance, the level of involvement may be varying and it is too difficult
to frame a common model for identifying the involvement construct. Through this
study, the researcher identified the different variables considered by the customer
while selecting an outlet for purchasing electronic products.
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