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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
  • Abbr : JTS
  • 2009, 33(4), pp.315-335
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Heejin Park 1 CHOI KYUWHAN 1

1동아대학교

Accredited

ABSTRACT

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.

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