An emotional labor perspective on the relationship between customer orientation and job satisfaction

No abstract is available for this paper.

• Publication year

  2016

• Venue

  International Journal of Hospitality Management

• Publication date

  2016-04-01

• Fields of study

  Business, Psychology

• Identifiers
  DOI 10.1016/J.IJHM.2016.01.008
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• Person–environment fit.

  2017cited by this paper
• Hotel Employee Work Engagement and Its Consequences

  2016cited by this paper
• The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry

  2014cited by this paper
• Linking perceived organizational support to emotional labor

  2014cited by this paper
• Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory

  2014cited by this paper
• Correlates of Nonwork and Work Satisfaction Among Hotel Employees: Implications for Managers

  2013cited by this paper
• How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation

  2012cited by this paper
• Stress and performance: do service orientation and emotional energy moderate the relationship?

  2012cited by this paper
• Customer Deviance in Resort Hotels: The Case of Turkey

  2012cited by this paper
• Do job resources moderate the effect of emotional dissonance on burnout

  2011cited by this paper
• Identifying the complex relationships among emotional labor and its correlates

  2011cited by this paper
• Structural equation modeling with AMOS

  2010cited by this paper
• Job Involvement, Job Stress, Job Satisfaction, and Organizational Commitment and the Burnout of Correctional Staff

  2010cited by this paper
• Multivariate data analysis : a global perspective

  2010cited by this paper
• Do core self-evaluations mediate the effect of coworker support on work engagement? A study of hotel employees in Iran.

  2010cited by this paper
• Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants

  2010cited by this paper
• Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship

  2010cited by this paper
• Service worker customer orientation, organisation/job fit and perceived organisational support

  2009cited by this paper
• The effects of job and personal resources on hotel employees’ work engagement

  2009cited by this paper
• Perceptions of ethical work climate and person–organization fit among retail employees in Japan and the US: A cross-cultural scale validation

  2009cited by this paper
• Emotional dissonance and emotional exhaustion among hotel employees in Nigeria

  2009cited by this paper
• The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective

  2009cited by this paper
• Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation†

  2008cited by this paper
• Hotel service providers' emotional labor: The antecedents and effects on burnout.

  2008cited by this paper
• The relationship between person-environment fit and outcomes: An integrative theoretical framework.

  2007cited by this paper
• The job demands-resources model : state of the art

  2007cited by this paper
• The effect of customer service on retailers' shareholder wealth: The role of availability and reputation cues

  2007cited by this paper
• The Role of Personal Resources in the Job Demands-Resources Model

  2007cited by this paper
• How Organizational Standards and Coworker Support Improve Restaurant Service

  2007cited by this paper
• Does Salesperson Perception of the Importance of Sales Skills Improve Sales Performance, Customer Orientation, Job Satisfaction, and Organizational Commitment, and Reduce Turnover?

  2007cited by this paper
• Development and validation of the hospitality emotional labor scale

  2006cited by this paper
• Nonresponse and generalizability in academic research

  2006cited by this paper
• Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-Analysis

  2006cited by this paper
• Toward understanding emotional management at work: A quantitative review of emotional labor research.

  2005cited by this paper
• CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META-ANALYSIS OF PERSON-JOB, PERSON-ORGANIZATION, PERSON-GROUP, AND PERSON-SUPERVISOR FIT

  2005cited by this paper
• Relationships among customer orientation, service orientation and job satisfaction in financial services

  2005cited by this paper
• An attitude-behavior model of salespeople’s customer orientation

  2005cited by this paper
• Re-examining salesperson goal orientations: Personality influencers, customer orientation, and work satisfaction

  2005cited by this paper
• The customer is not always right: customer aggression and emotion regulation of service employees

  2004cited by this paper
• Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors

  2004cited by this paper
• New measurement scales for evaluating perceptions of the technology‐mediated customer service experience

  2004cited by this paper
• Self-Esteem Within the Work and Organizational Context: A Review of the Organization-Based Self-Esteem Literature

  2004cited by this paper
• Implementing a Customer Orientation: Extension of Theory and Application

  2003cited by this paper
• Common method biases in behavioral research: a critical review of the literature and recommended remedies.

  2003cited by this paper
• Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

  2003cited by this paper
• Climate perceptions matter: a meta-analytic path analysis relating molar climate, cognitive and affective states, and individual level work outcomes.

  2003cited by this paper
• Emotion regulation in customer service roles: testing a model of emotional labor.

  2003cited by this paper
• WHEN 'THE SHOW MUST GO ON': SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY

  2003cited by this paper
• Methods of Ecological Momentary Assessment in Organizational Research

  2003cited by this paper
• A policy-capturing study of the simultaneous effects of fit with jobs, groups, and organizations.

  2002cited by this paper
• Incorporating a multilevel perspective into occupational stress research: theoretical, methodological, and practical implications.

  2002cited by this paper
• Emotion work and psychological well-being: A review of the literature and some conceptual considerations

  2002cited by this paper
• Emotional labor and burnout: Comparing two perspectives of "people work"

  2002cited by this paper
• The convergent and discriminant validity of subjective fit perceptions.

  2002cited by this paper
• The influence of salesperson skill, motivation, and training on the practice of customer‐oriented selling

  2002cited by this paper
• Testing a conservation of resources model of the dynamics of emotional labor.

  2002cited by this paper
• The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings

  2002cited by this paper
• Deconstructing job satisfaction: Separating evaluations, beliefs and affective experiences

  2002cited by this paper
• The Five-Factor model of personality and work behaviour in Greece

  2001cited by this paper
• The Influence of Culture, Community, and the Nested-Self in the Stress Process: Advancing Conservation of Resources Theory

  2001cited by this paper
• SOCIALIZATION TACTICS AND PERSON‐ORGANIZATION FIT

  2001cited by this paper
• Emotion regulation in the workplace: a new way to conceptualize emotional labor.

  2000cited by this paper
• PERCEIVED APPLICANT FIT: DISTINGUISHING BETWEEN RECRUITERS' PERCEPTIONS OF PERSON-JOB AND PERSON-ORGANIZATION FIT

  2000cited by this paper
• Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions, Standards for Service, and Service Process Outcomes

  2000cited by this paper
• The antecedents and consequences of underemployment among expatriates

  2000cited by this paper
• Emotion Work as a Source of Stress: The Concept and Development of an Instrument

  1999cited by this paper
• Antecedents of employee burnout in the hotel industry

  1998cited by this paper
• Attitudes in and around organizations

  1998cited by this paper
• Organizational socialization: Making sense of the past and present as a prologue for the future.

  1997cited by this paper
• A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

  1997cited by this paper
• Job satisfaction : application, assessment, cause, and consequences

  1997cited by this paper
• Services Marketing: Integrating Customer Focus Across the Firm

  1996cited by this paper
• The Dimensions, Antecedents, and Consequences of Emotional Labor

  1996cited by this paper
• Market orientation: Review, refinement, and roadmap

  1996cited by this paper
• Exploring Salespersons' Customer Orientation as a Mediator of Organizational Culture's Influence on Buyer-Seller Relationships

  1996cited by this paper
• The management of customer-contact service employees: An empirical investigation.

  1996cited by this paper
• PERSON-ORGANIZATION FIT: AN INTEGRATIVE REVIEW OF ITS CONCEPTUALIZATIONS, MEASUREMENT, AND IMPLICATIONS

  1996cited by this paper
• Towards Validation of the Service Orientation Construct

  1994cited by this paper
• The Influence of the Market Orientation of the Firm on Sales Force Behavior and Attitudes

  1994cited by this paper
• Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis

  1993cited by this paper
• The Affective Consequences of Service Work

  1993cited by this paper
• Emotional Labor in Service Roles: The Influence of Identity

  1993cited by this paper
• A Review and an Integration of Research on Job Burnout

  1993cited by this paper
• Conservation of resources: A general stress theory applied to burnout.

  1993cited by this paper
• Market Orientation: Antecedents and Consequences

  1993cited by this paper
• Developing customer orientation among service employees

  1992cited by this paper
• Person-job fit:: A conceptual integration, literature review, and methodological critique.

  1991cited by this paper
• Control theory and the perception of work environments: The effects of focus of attention on affective and behavioral reactions to work☆

  1989cited by this paper
• Matching People and Organizations: Selection and Socialization in Public Accounting Firms

  1989cited by this paper
• What Constitutes a Theoretical Contribution

  1989cited by this paper
• Conservation of resources. A new attempt at conceptualizing stress.

  1989cited by this paper
• Determinants of Organizational Commitment

  1988cited by this paper
• STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH

  1988cited by this paper
• Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores

  1988cited by this paper
• Households, Employment, and Gender: A Social, Economic, and Demographic View

  1987cited by this paper
• The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.

  1986cited by this paper
• Nurses and Work Satisfaction: An Index for Measurement

  1986cited by this paper
• How to measure service orientation.

  1984cited by this paper
• The Managed Heart

  1983cited by this paper
• The SOCO Scale: A measure of the customer orientation of salespeople.

  1982cited by this paper

• The cost of smile: how individual and organizational factors moderate the impact of emotional labor on work alienation via burnout

  2025cites this paper
• Refining treatment toward customer: How leader affiliative humor polishes hotel employee customer-oriented prosocial behavior

  2025cites this paper
• Impact of the Coach–Athlete–Parent Triad on Coaches’ Emotional Labor, Job Satisfaction, and Commitment

  2025cites this paper
• Creating a Crave for Local Food: How TikTok Food Review Videos Stimulate Impulsive Visits to Local Restaurants

  2025cites this paper
• A Framework of Core Competencies for Effective Hotel Management in an Era of Turbulent Economic Fluctuations and Digital Transformation: The Case of Shanghai, China

  2025cites this paper
• How customer orientation reduces job burnout through emotional labor and its impact on turnover intention: Does perceived organizational support matter?

  2025cites this paper
• The mediating and moderating effects of mindfulness and emotional intelligence on the emotional labor strategies and career resilience of tourism employees

  2025cites this paper
• The effect of health professionals’ perceptions of organizational impediments on emotional labor and job satisfaction

  2025cites this paper
• The Impact of Workplace Multi-Foci Information on Error Tolerance: Roles of Organizational Culture and Leadership Style

  2025cites this paper
• Invisible to influential: customer emotional labour’s impact on luxury services

  2025cites this paper
• Effects of Emotional Labor and Job Stress Perceived by Insurance and Asset Managers on Their Job Satisfaction

  2024cites this paper
• How challenge and hindrance research stressors impact research performance and well-being of college teachers: Psychological capital as a key moderator

  2024cites this paper
• The effects of emotional intelligence on work-life balance and retention of U.S. hotel employees: The moderating role of generational differences

  2024cites this paper
• The role of customer orientation and organizational level on hotel employees’ job crafting

  2024cites this paper
• The Structural Equation Model of the Relationship between Job Stress, Psychological Well-Being, and Customer Orientation with the Mediating Role of Job Satisfaction among Maskan Bank Employees.

  2024cites this paper
• Customer-Oriented Behavior in Full-Service Restaurants: A Moderated-Mediation Model of Emotional Intelligence, Work Engagement, and Customer-Oriented Attitude

  2024cites this paper
• Synthesizing cultural intelligence, emotional labor, and job satisfaction in the concept of a social cognitive model

  2024cites this paper
• Who is easier to please? A cognitive appraisal mechanism of tourists’ hierarchical experiences

  2024cites this paper
• Job satisfaction through the perspective of emotional labor

  2024cites this paper
• Nature-based solution for state park travelers’ self-rated mental health, emotional well-being, and life satisfaction: impact of national culture

  2023cites this paper
• High-performance work systems and proactive behavior: the mediating role of customer-oriented behavior

  2023cites this paper
• Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector

  2023cites this paper
• Relaxation, morning recovery state and customer- and coworker-directed extra-role service behavior: the moderating effect of work–family interface

  2023cites this paper
• Understanding the Relationship Between Turnover Intention and Retention Drivers in a Pharmaceutical Company

  2023cites this paper
• Impact of service orientation on employee satisfaction: Case study of "A" hotels

  2023cites this paper
• The effect of employee recognition on restaurant employees’ job embeddedness, knowledge sharing and service orientation: abusive supervision as a moderator

  2023cites this paper
• Impact of empowerment and ICT on quality of work life: The mediating effect of trust climate

  2023cites this paper
• Job Satisfaction Of Civil Servants In Local Governments In Indonesia Influenced By Perceived Organizational Support And Affective Commitment

  2022cites this paper
• The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees

  2022cites this paper
• Turizm Literatüründe Duygusal Emek ve Estetik Emek Üzerine Bir İnceleme

  2022cites this paper
• The effects of organizational factors on work outcomes: The role of employee resilience in hospitality kitchens

  2022cites this paper
• THE EFFECT OF EMOTIONAL LABOR ON WORK PERFORMANCE THROUGH BURNOUT DURING THE COVID-19 PANDEMIC PERIOD: A RESEARCH ON BANK EMPLOYEES

  2022cites this paper
• Duygusal Emek, İşgören Performansı ve Yaşam Tatmini Arasındaki İlişkilerin İncelenmesi: Otel İşgörenleri Üzerine Bir Araştırma(Examining the Relationships Between Emotional Labor, Employee Performance and Life Satisfaction: Research on Hotel Employees)

  2022cites this paper
• Hizmet Oryantasyonluluk Üzerinde Duygusal Zeka, Duygusal Emek ve Transaksiyonel Analiz Ego Durumları Etkilerinin İncelenmesi: Konaklama İşletmeleri Örneği

  2022cites this paper
• Going the extra (s)mile: Countermeasures to emotional labour dysregulation in Australian reef tourism

  2022cites this paper
• Economic empowerment and satisfaction of Kerala women through responsible tourism entrepreneurship

  2022cites this paper
• The Moderator Effect of Communicative Rational Action in the Relationship between Emotional Labor and Job Satisfaction

  2022cites this paper
• How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting: an experience sampling study

  2022cites this paper
• Immigrant hospitality workers: Familism, acculturation experiences, and perception of workplace

  2022cites this paper
• Service with a smile? Engagement is a better predictor of job satisfaction than emotional intelligence

  2022cites this paper
• Co-creating emotional value in a guided tour experience: the interplay among guide’s emotional labour and tourists’ emotional intelligence and participation

  2022influential citation
• Curvilinear relationship between emotional labour and work engagement in nurses: A correlational study.

  2021cites this paper
• Service customer orientation and social sustainability: The case of small medium enterprises

  2021cites this paper
• Emotional Labor in the Tourism Industry

  2021cites this paper
• A diary study of work consequences for hotel employees victimized by supervisor from a demand-resource perspective on employee emotions

  2021cites this paper
• Promoting resident-tourist interaction quality when residents are expected to be hospitable hosts at destinations

  2021cites this paper
• Fostering employee-customer identification: The impact of relational job design

  2021cites this paper
• The effect of role ambiguity and role conflict on job performance in the hotel industry: the mediating effect of job satisfaction

  2021cites this paper
• Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry

  2021cites this paper
• How to fuel hotel employees’ daily innovative work? The interplay of daily affect and career future time perspective

  2021cites this paper
• Sexual harassment, psychological well-being, and job satisfaction of female tour guides: the effects of social and organizational support

  2021cites this paper
• A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

  2021cites this paper
• Are social media bad for your employees? Effects of at-work break activities on recovery experiences

  2021cites this paper
• Serve perfectly, being happier: A perfectionistic perspective on customer-driven hotel employee citizenship behavior and well-being

  2021cites this paper
• Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity

  2021influential citation
• Impact of Hotel Employee’s Emotional Intelligence on Emotional Labor and Job Satisfaction

  2021influential citation
• The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

  2021cites this paper
• Pengaruh Work Environment Terhadap Job Satisfaction Dengan Work Relationship Sebagai Variabel Mediasi

  2021cites this paper
• The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach

  2021cites this paper
• The nexus of workplace incivility and emotional exhaustion in hotel industry

  2020cites this paper
• Collecting Repeated Data Over Time: Applying Experience Sampling Methodology to the Hospitality Management Context

  2020cites this paper
• The Role of Personality Traits Toward Organizational Commitments and Service Quality Commitments

  2020cites this paper
• The Effect of Supply Chain Indicators on the Business Performance of Food Industry in Indonesia

  2020cites this paper
• Emotional labour, social intelligence, and narcissism among physicians in Jordan

  2020cites this paper
• Human Resource Management Practices, Emotional Exhaustion, and Organizational Commitment – With the Example of the Hotel Industry

  2020cites this paper
• Authentic leadership’s effect on customer orientation and turnover intention among Portuguese hospitality employees

  2020cites this paper
• The effect of cuisine creativity on customer emotions

  2020cites this paper
• The effects of emotional labour on the outcomes of the job and the organization: Do the differences in age and the manager’s emotional intelligence have any impact in the hotel business?

  2020influential citation
• The impact of employees’ perceived CSR on customer orientation: an integrated perspective of generalized exchange and social identity theory

  2020cites this paper
• Crack a smile: the causes and consequences of emotional labour dysregulation in Australian reef tourism

  2020cites this paper
• Examining the effect of the job characteristics on job satisfaction and job stress by mediating the emotional work among nurses in Shariati hospital, Isfahan city

  2020cites this paper
• Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper

  2020cites this paper
• Authentic leadership and employees’ emotional labour in the hospitality industry

  2020cites this paper
• Emotional labour, social intelligence, and narcissism among physicians in Jordan

  2020cites this paper
• The effect of customer orientation coaching on employee’s individual performance and financial and non-financial performance

  2020cites this paper
• DEVELOPMENT OF THE SUSTAINABLE ENTREPRENEURSHIP MODEL

  2020cites this paper
• Nature based solutions and customer retention strategy: Eliciting customer well-being experiences and self-rated mental health

  2020cites this paper
• Role of Product Innovation and Market Orientation on Business Performance

  2020cites this paper
• Emotional labor and sleep: The moderating effect of life satisfaction

  2020cites this paper
• Impact of surface acting and deep acting techniques on teachers’ organizational commitment

  2020cites this paper
• Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis

  2020cites this paper
• Exploring Internal Benefits of Medical Tourism Facilitators' Satisfaction: Customer Orientation, Job Satisfaction, and Work Performance.

  2020cites this paper
• Managing emotional labor for service quality: A cross-level analysis among hotel employees

  2020cites this paper
• PENGARUH KEPUASAN KERJA KARYAWAN TERHADAP TURNOVER INTENTION PT PRODIA WIDYAHUSADA Tbk, WILAYAH VI DIVISI PELAYANAN

  2020cites this paper
• Emotional labour strategies and employee performance: the role of emotional intelligence

  2019cites this paper
• Chapitre 13. La GRH au défi de la troisième révolution touristique : impulsion, diffusion et/ou traduction des stratégies ?

  2019cites this paper
• Being Recovered as an Antecedent of Emotional Labor: A Diary Study

  2019cites this paper
• KONAKLAMA SEKTÖRÜNDE DİZGİNLEYİCİ KÜLTÜRÜN DUYGUSAL EMEK VE KÜLTÜREL DUYARLILIK İLİŞKİSİ ÜZERİNDEKİ ETKİSİ

  2019cites this paper
• The relationship between emotional labour and job satisfaction in nursing.

  2019cites this paper
• Enhancing the lodging experience through ethical leadership

  2019cites this paper
• Fire hazard in buildings: review, assessment and strategies for improving fire safety

  2019cites this paper
• Emotional contagion and collective commitment among leaders and team members in deluxe hotel

  2019cites this paper
• Does psychological capital make employees more fit to smile? The moderating role of customer-caused stressors in view of JD-R theory

  2019cites this paper
• A Multilevel Study of Leaders’ Emotional Labor on Servant Leadership and Job Satisfaction

  2019cites this paper
• From emotional labor to customer loyalty in hospitality

  2019cites this paper
• Factors Affecting Job Satisfaction of Licensed Tourist Guides in Myanmar

  2019cites this paper
• A systematic literature review of emotional labor research from the hospitality and tourism literature

  2019cites this paper
• Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout

  2019cites this paper
• Emotional contagion and collective commitment among leaders and team members in deluxe hotel

  2019cites this paper
• Guests’ perceptions of emotionally expressive and non-expressive service providers within the hospitality context

  2019cites this paper