Journal of Service Science and Management

Volume 13, Issue 3 (June 2020)

ISSN Print: 1940-9893   ISSN Online: 1940-9907

Google-based Impact Factor: 1.25  Citations  h5-index & Ranking

The Effects of Service Employees’ Emotional Labor on Customer Loyalty in Wealth Management Service Organization

HTML  XML Download Download as PDF (Size: 458KB)  PP. 498-515  
DOI: 10.4236/jssm.2020.133033    174 Downloads   458 Views  

ABSTRACT

The wealth management firm meets greater competition in generating customer loyalty after China’s 11 opening-up policy. According to emotional contagion and SOR theory, the effect of employees’ competence on customer loyalty was firstly investigated. Secondly, the mediation effect of customers’ trust was tested. Finally, the moderation effect of employees’ emotional labor perceived by customers was investigated. After tested by Process Macro for SPSS, several results were obtained. Employees’ competence positively predicts customer loyalty, and customers’ trust plays a mediation effect. The deep acting (surface acting) strategy of employees plays a positive (negative) moderation effect in the relationship between employees’ competence and customer trust. Theoretical and managerial implications related to emotional labor and trust were generated.

Cite this paper

Shi, Y. , Bao, X. , Ma, C. and Wei, W. (2020) The Effects of Service Employees’ Emotional Labor on Customer Loyalty in Wealth Management Service Organization. Journal of Service Science and Management, 13, 498-515. doi: 10.4236/jssm.2020.133033.

Cited by

No relevant information.

Copyright © 2020 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.