The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting.
Front Psychol. 2019; 10:321.FP

Abstract

A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects of consumer detections of employees' emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while the other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel industry.

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Authors+Show Affiliations

Jeong JY

School of Ecological Environment and Eco-tourism, Kyungpook National University, Sangju, South Korea.

Park J

School of Business, Hanyang University, Seoul, South Korea.

Hyun H

School of Business, Hanyang University, Seoul, South Korea.

Pub Type(s)

Journal Article

Language

eng

PubMed ID

30914984

Citation

Jeong, Ji Youn, et al. "The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting." Frontiers in Psychology, vol. 10, 2019, p. 321.

Jeong JY, Park J, Hyun H. The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting. Front Psychol. 2019;10:321.

Jeong, J. Y., Park, J., & Hyun, H. (2019). The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting. Frontiers in Psychology, 10, 321. https://doi.org/10.3389/fpsyg.2019.00321

Jeong JY, Park J, Hyun H. The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting. Front Psychol. 2019;10:321. PubMed PMID: 30914984.

* Article titles in AMA citation format should be in sentence-case

TY - JOUR T1 - The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting. AU - Jeong,Ji Youn, AU - Park,Jungkun, AU - Hyun,Hyowon, Y1 - 2019/03/12/ PY - 2018/09/11/received PY - 2019/02/01/accepted PY - 2019/3/28/entrez PY - 2019/3/28/pubmed PY - 2019/3/28/medline KW - customer expectation KW - deep/surface acting KW - emotional labor KW - emotional service KW - satisfaction SP - 321 EP - 321 JF - Frontiers in psychology JO - Front Psychol VL - 10 N2 - A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects of consumer detections of employees' emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while the other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel industry. SN - 1664-1078 UR - https://www.unboundmedicine.com/medline/citation/30914984/The_Role_of_Emotional_Service_Expectation_Toward_Perceived_Quality_and_Satisfaction:_Moderating_Effects_of_Deep_Acting_and_Surface_Acting_ DB - PRIME DP - Unbound Medicine ER -

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The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting.Front Psychol. 2019; 10:321.FP