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@article{ART001373941},
author={Heejin Park and CHOI KYUWHAN},
title={Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2009},
volume={33},
number={4},
pages={315-335}

TY - JOUR
AU - Heejin Park
AU - CHOI KYUWHAN
TI - Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal
JO - Journal of Tourism Sciences
PY - 2009
VL - 33
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 315
EP - 335
SN - 1226-0533
AB - Within the market environment where one should cope with difficulties in competition and differentiation, they should establish the emotional labor strategy with which they can create a strong and continuous relationship with their customers and thereby satisfy them, with a positive attitude. Therefore, this paper is to examine how the customers of western-style restaurants characterized by the employees’ frequent contact with the customers, perceive the employees’ emotional labor, and what emotional responses the customers display during the contact, and also how these emotional responses affect the customers’ satisfaction and loyalty. In order to verify a proposed model in this study, the SPSS program was used for statistical analysis, factor analysis, regression analysis.
KW - Emotional labor Emotional responses Satisfaction Loyalty Arousal
DO -
UR -
ER -

Heejin Park and CHOI KYUWHAN. (2009). Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal. Journal of Tourism Sciences, 33(4), 315-335.

Heejin Park and CHOI KYUWHAN. 2009, "Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal", Journal of Tourism Sciences, vol.33, no.4 pp.315-335.

Heejin Park, CHOI KYUWHAN "Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal" Journal of Tourism Sciences 33.4 pp.315-335 (2009) : 315.

Heejin Park, CHOI KYUWHAN. Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal. 2009; 33(4), 315-335.

Heejin Park and CHOI KYUWHAN. "Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal" Journal of Tourism Sciences 33, no.4 (2009) : 315-335.

Heejin Park; CHOI KYUWHAN. Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal. Journal of Tourism Sciences, 33(4), 315-335.

Heejin Park; CHOI KYUWHAN. Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal. Journal of Tourism Sciences. 2009; 33(4) 315-335.

Heejin Park, CHOI KYUWHAN. Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal. 2009; 33(4), 315-335.

Heejin Park and CHOI KYUWHAN. "Relation between the Emotional Labor of Service Employees in Family Restaurants and Their Customers’ Emotional Responses and Loyalty: Moderating Effect of Arousal" Journal of Tourism Sciences 33, no.4 (2009) : 315-335.