Central European Management Journal

An Investigation into the Relationship between Emotional Laborand Customer Satisfaction

Mohammad Eneizan, Bilal Ahmad abdelqader Alsakarneh, Asaad A.AL-kharabsheh, Kamel AL-Abrrow, Hadi Alnoor, Alhamzah

Jadara University, Irbid, Jordania | School of Business, Central South University, China | Balqa Applied University, As-Salt, Jordania | University of Basra, Basra, Iraq | Southern Technical University, Basrah, Iraq

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Purpose: This study primarily aims to provide insight into the role of deep acting and surface
acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable.

Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms.
Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction.

Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.


Journal Central European Management Journal 
Volume 27 
Issue 4 
Issue date 12.2019 
Type Article 
Language eng
Pagination 23-47
DOI 10.7206/cemj.2658-0845.8
ISSN 2658-0845
eISSN 2658-2430