好的表演需要好的观众——顾客察觉准确性在员工情绪劳动影响中的作用

Good Acting Requires Good Audience The Role of Customer Detection Accuracy in the Influence of Employee Emotional Labor

基于385对顾客和员工的问卷调查的配对数据,考察了员工的情绪劳动如何影响顾客的信任和忠诚,以及顾客察觉准确性在其中的调节作用。研究结果表明员工的深层表演会促进顾客的信任,进而促进顾客忠诚;顾客对深层扮演的高察觉准确性会加强员工的深层扮演与顾客信任之间的正向关系,而当顾客对表面扮演察觉准确性低时,员工的表面扮演会对顾客信任有正向的影响;顾客的深层/表面扮演察觉准确性加强了深层/表面扮演、顾客信任和忠诚之间的中介效应。研究帮助从情绪的视角更好地理解服务情境中信任的前因变量,发现顾客的察觉准确性在情绪劳动影响过程中的重要作用,有助于服务企业从情绪劳动的角度来建立顾客信任和忠诚。

The study investigates how service employee emotional labor influences customer trust and loyalty and the moderating role of customer detection accuracy in the influence process of emotional labor based on dyadic survey data collected from 385 service interactions between employees and customers.The results show that employee deep acting is positively related to customer trust and deep acting promotes customer loyalty through customer trust;customer detection accuracy strengthens the relationship between deep acting and customer trust;when customer detection accuracy is low,surface acting has positive relationship with customer trust;customer detection accuracy intensifies the mediation relationship between deep/surface acting,customer trust and loyalty.The study helps better understand the antecedents of trust in service context from the emotion perspective,reveals the important role of customer detection accuracy in the influence process of employee emotional labor,and helps service organizations build customer trust and loyalty from the emotional labor perspective.