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The relationship between emotional labor and service quality, and the moderating effect of social support in service industry
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 Title & Authors
The relationship between emotional labor and service quality, and the moderating effect of social support in service industry
Im, Se Soon; Ahn, Kwan Young;
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 Abstract
This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn`t affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.
 Keywords
emotional labor;service quality;social support;
 Language
Korean
 Cited by
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