Song, G. and Liu, H. (2010) Customer-Related Social Stressors and Emotional Exhaustion: The Mediating Role of Surface and Deep Acting. Social Behavior & Personality: An International Journal, 38, 1359-1366.
https://doi.org/10.2224/sbp.2010.38.10.1359

has been cited by the following article:

• TITLE: A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor

  AUTHORS: Hui Man, Feiyan Liu, Yutong Gao

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

  JOURNAL NAME: Open Journal of Social Sciences, Vol.5 No.6, June 20, 2017

  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.