Behavioural consequences of customer perception on emotional labour among airline service employees

• Main Authors: Abd Aziz, Norzalita, Najafi, Bita, Alshuaibi, Ahmad Said, Mohd Shamsudin, Faridahwati
• Format: Article
• Language: English
• Published: 2016
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/20279/1/IRMM%206%20S7%202016%20162%20168.pdf; http://repo.uum.edu.my/20279/; https://www.econjournals.com/index.php/irmm/article/view/3226
• Institution: Universiti Utara Malaysia

Managing employees’ acting or emotional labour strategies is crucial for service organizations to develop a sustainable competitive advantage, such as the airline industry which is seeing fierce competition.This study examined the role of such strategies in enhancing the service experience of custom...