Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy

By Markus Groth, Thorsten Hennig-Thurau, Gianfranco Walsh. 2009

593 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/44d49b95a1c4a311e039ec01f1495e54ace47584

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Teacher emotional labour, instructional strategies, and students’ academic engagement: a multilevel analysis (2020, background): “, smiling without being truly happy), prior research indicates that it may promote customer satisfaction and positive reactions (Barger & Grandey, 2006), especially if the phoniness is not perceived as deceptive or inauthentic (Chi et al., 2011; Groth et al., 2009).”
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review (2021, background): “Gustafsson, Anders and David E. Bowen (2017), “The Curious Case of Interdisciplinary Research Deficiency: Cause or Symptom of What Truly Ails Us?””
From bad to worse (2012, background): “Even rarer is a research design that asks the same questions of both employees and customers regarding their perceptions of the same service interaction, thereby elucidating how these perceptions may be similar or different (for an exception, see Groth et al., 2009).”
DRIVING IT HOME: HOW WORKPLACE EMOTIONAL LABOR HARMS EMPLOYEE HOME LIFE (2014, background): “Research indicates that employee affective displays have important effects on organizational outcomes, such as customer service ratings (Grandey, Fisk, Mattila, Jansen, & Sideman, 2005; Groth et al., 2009; Sharma & Levy, 2003; Tsai & Huang, 2002; Wagner & Ilies, 2008).”
The ability to influence others via emotion displays (2011, background): “…customers’ perceptions of service agents’ interest in, and ability to fulfill, customers’ service-related needs (which were associated with customers’ intentions to be loyal to the store) if customers had high rather than low ability to identify whether emotions are authentic (Groth et al., 2009).”
Current Emotion Research in Organizational Behavior (2011, background): “For example, Groth, Hennig-Thurau, and Walsh (2009) found that customers respond better to deep acting, although this varies with customers’ ability to detect the service providers’ use of deep versus surface acting.”