A meta-analysis was used to aggregate results from studies examining the relationship between customer misbehavior and emotional labor. Analysis of 21 studies (N = 12,299) met the criteria for inclusion in the meta-analysis. The result of meta-analysis showed: customer misbehavior had significant effects on employee emotional labor. Specifically, customer misbehavior had a positive correlation to surface acting, and had a negative correlation to deep acting. Moderator analyses revealed that cultural difference has significant moderating effects on the relationship between customer misbehavior and emotional labor (including surface acting and deep acting). In addition, the correlation between customer misbehavior and surface acting in the context of China is less than it in the context of other countries.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
customersupport@researchsolutions.com
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.