The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting
A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As m...
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Published in | Frontiers in psychology Vol. 10; p. 321 |
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Main Authors | , , |
Format | Journal Article |
Language | English |
Published |
Switzerland
Frontiers Media S.A
12.03.2019
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Subjects | |
Online Access | Get full text |
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Summary: | A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects of consumer detections of employees' emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while the other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel industry. |
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Bibliography: | ObjectType-Article-1 SourceType-Scholarly Journals-1 ObjectType-Feature-2 content type line 23 Edited by: Monica Gomez-Suárez, Autonomous University of Madrid, Spain This article was submitted to Organizational Psychology, a section of the journal Frontiers in Psychology Reviewed by: Teresa Villacé-Molinero, Universidad Rey Juan Carlos, Spain; Jorge Pelegrín-Borondo, University of La Rioja, Spain |
ISSN: | 1664-1078 1664-1078 |
DOI: | 10.3389/fpsyg.2019.00321 |