Emotional Intelligence Becomes The Main Predictor of Emotional Labor Ability on Customer Satisfaction
Ginanggih Ginanggih,
Joeliaty Joeliaty,
Sunu Widianto
Abstract:Emotional intelligence and emotional intelligence refers to the process of regulating feelings and expressions in response to emotion regulation as an authentic display of employees in serving customers. The existing literature has provided strong evidence for the impact of customer-focused emotional work. However, an empirical examination of the mechanisms underlying this relationship is largely different from previous studies. This research focuses on employees' emotional intelligence in regulating emotions … Show more
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