CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING | |
Song, Guoping ; Liu, Haihua | |
刊名 | social behavior and personality
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2010 | |
关键词 | customer-related social stressors emotional exhaustion surface acting deep acting BURNOUT LABOR SERVICE MECHANISMS FREQUENCY DELIVERY SMILE |
DOI | 10.2224/sbp.2010.38.10.1359 |
英文摘要 | The role of surface acting and deep acting in mediating the relationship between customer-related social stressors (CSS) and emotional exhaustion were examined in this study. Employees (N = 310) working in the call-center industry were surveyed. Data were analyzed using structural equation modeling. Results showed that two CSS components; disproportionate customer expectation and customer verbal aggression, were positively related to emotional exhaustion, and that surface acting fully mediated the relationship between disproportionate customer expectation and emotional exhaustion. Both theoretical and practical implications are discussed.; http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000285282000008&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=8e1609b174ce4e31116a60747a720701 ; Psychology, Social; SSCI; 10; ARTICLE; 10; 1359-1366; 38 |
语种 | 英语 |
内容类型 | 期刊论文 |
源URL | [http://ir.pku.edu.cn/handle/20.500.11897/404497] ![]() |
专题 | 心理与认知科学学院 |
推荐引用方式 GB/T 7714 | Song, Guoping,Liu, Haihua. CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING[J]. social behavior and personality,2010. |
APA | Song, Guoping,&Liu, Haihua.(2010).CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING.social behavior and personality. |
MLA | Song, Guoping,et al."CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING".social behavior and personality (2010). |
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