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Effect of Emotional Labor on Customer Satisfaction- The Study of Moderators in Hotel Industry of Pakistan
(UMT, Lahore, 2016-09-23) Kamran Ghaffar
Emotional Labor is the foremost focus for both academician and practitioner from the last two decades. It has become mandatory job for service workers to create, sustain and construct progressive emotional state with customer throughout service encounter process. Different emotional labor strategies execute by service worker capitulate diverse outcomes, since customer may perceive them as fake, robotic or sincere. This study is discussing the relationship between emotional labor and customer satisfaction in the context of hotel industry in Pakistan. The contemporary research portrays the effect of emotional labor on customer satisfaction by the role of three key moderators which are self- monitoring, co-worker support and customer satisfaction.