Everyone has to manage the emotions during their interaction with others; similar case is with the leaders in organizations. Leaders’ actively and continually regulate their emotional state. The crucial role of emotions in interactional process as well in decision making triggers leaders to be vigilant about their emotional labor strategies. Thus emotional labor has become an emerging construct in leadership domain. This study has collected data from 250 doctors working in private and public hospitals in Gujranwala. Findings demonstrated leaders’ deep acting as well as displaying natural emotions are positively associated with job satisfaction and negatively associated with leaders’ emotional exhaustion. Moreover, surface acting has significant positive relationship with leaders’ emotional exhaustion and negative relationship with leaders’ job satisfaction. Psychological capital significantly moderated the relationship between leaders’ emotional labor strategies, leaders’ job satisfaction and leaders’ emotional exhaustion.
In today’s dynamic and globalized business world with hyper competition and technology break troughs, organizations are striving to gain and maintain competitive edge by using different tactics and tools. Positioning has been considered as a strategic instrument to tackle the competitive pressure and enhance organizational performance. Organizations are now adopting customer-oriented approaches to make them delight, and for this purpose they are developing strong image in customers’ minds through positioning and CRM strategies. They are obligated to appreciate the growing significance of knowing their customer in effective and better ways. Progressively more demanding customers have impelled many firms to implement customer relationship management (CRM) programs. Significance and growing importance of strategic positioning and strategic CRM motivated us to conduct research on this area. Our purpose of this study is to explore relationship among strategic positioning, strategic customer relationship management and organizational performance. Literature review and findings revealed that strategic positioning and strategic customer relationship have strong positive and significance association with organization performance. Strategic positioning and strategic CRM are behaving like strategic driving forces to boost up organizational performance and gain sustainable competitive advantage. This study provides in dept. information about Customer’s relation management if organization used this approach; they will maintain long term relation with their customers also achieve proficiency in competitive environment. In the last of paper, research implications, limitations and directions for further research are also mentioned.
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.
hi@scite.ai
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.