Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
研究员工情绪劳动策略（深层表演与表面表演）如何影响顾客服务评价，并发现顾客对策略的检测准确性会放大这种影响。
In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.