A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor - Open Journal of Social Sciences

JSS > Vol.5 No.6, June 2017

A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor ()

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DOI: 10.4236/jss.2017.56014 1,493 Downloads 2,531 Views Citations

Author(s)

Hui Man¹, Feiyan Liu¹, Yutong Gao²

Affiliation(s)

¹School of Business, Nanjing Normal University, Nanjing, China.
²Business and Economics Faculty, Monash University, Melbourne, Australia.

ABSTRACT

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.

KEYWORDS

Customer Misbehavior, Emotional Labor, Surface Acting, Deep Acting, Meta-Analysis

Share and Cite:

Man, H. , Liu, F.Y. and Gao, Y.T. (2017) A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor. Open Journal of Social Sciences, 5, 150-162. doi: 10.4236/jss.2017.56014.

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