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.