ISSN: 2222-6990
Open access
This study aims to examine the impact of surface acting and deep acting on customer satisfaction directly and with the mediation of job satisfaction. As well, we investigate the moderating effect of gender and emotional intelligence on emotional labor (surface acting and deep acting) and on job satisfaction. The data are collected through questionnaires from a sample of 364 banking professionals working in the Libyan banking industry, with data analysis being performed using SPSS software. Our research findings suggest significant relationships between surface acting and customer satisfaction, deep acting and customer satisfaction, surface acting and job satisfaction, deep acting and job satisfaction, and job satisfaction and customer satisfaction. The results also indicate that partial mediation of job satisfaction is also found in the relationship of emotional labor and customer satisfaction. Additionally, the moderating effect of gender and emotional intelligence was found to be significant on the relationship of deep acting and job satisfaction. The results are discussed with reference to previous studies. Study limitations and ideas for future research directions are also presented.
Adelman, M. B., & Ahuvia, A. C. (1995). Social Support in the Service Sector: The Antecedents, Processes, and Outcomes of Social Support in an Introductory Service. Journal of Business Research, 32(3), 273-282.
Alsakarneh, A. A. A., Hong, S. C., Eneizan, B. M., & AL-Kharabsheh, K. A. (2019). Exploring the Relationship between the Emotional Labor and Performance in the Jordanian Insurance Industry. Current Psychology, 38(5), 1140-1151.
Alsakarneh, A. A., Chao Hong, S., Eneizan, M., B., & AL-Kharabsheh, K. A. (2018). Explore The Relationship Between Human Resource Management Practices And The Consequences For Emotional Labor Of Insurance Agents In The Jordanian Insurance Industry. Cogent Business & Management, 5(1), 1445407.
Arnold, K. A., Connelly, C. E., Walsh, M. M., & Martin Ginis, K. A. (2015). Leadership Styles, Emotion Regulation, and Burnout. Journal of Occupational Health Psychology, 20(4), 481.
Barsade, S. G., Coutifaris, C. G., & Pillemer, J. (2018). Emotional Contagion in Organizational Life. Research in Organizational Behavior.
Bartram, T., Casimir, G., Djurkovic, N., Leggat, S. G., & Stanton, P. (2012). Do Perceived High Performance Work Systems Influence the Relationship between Emotional Labor, Burnout and Intention to Leave? A Study of Australian Nurses. Journal of Advanced Nursing, 68, 7, 1567-1578.
Bhave, D. P., & Glomb, T. M. (2016). The Role of Occupational Emotional Labor Requirements on the Surface Acting–Job Satisfaction Relationship. Journal of Management, 42(3), 722-741.
Brakus, J. J., Schmitt, B. And Zaratonello, L. (2009), “Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?” Journal of Marketing, Vol. 73 No. 3, Pp. 52-68.
Brashear, T. G., White, E. L. And Chelariu, C. (2003), “An Empirical Test of Antecedents and Consequences of Salesperson Job Satisfaction among Polish Retail Salespeople”, Journal of Business Research, Vol. 56 No. 12, Pp. 971-978.
Briggs, S. R., & Cheek, J. M. (1986). The Role of Factor Analysis in the Development and Evaluation of Personality Scales. Journal of Personality, 54(1), 106-148.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”. Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a Conservation of Resources Model of the Dynamics of Emotional Labor. Journal of Occupational Health Psychology, 7(1), 57.
Brown, S. P. And Peterson, R. A. (1993), “Antecedents and Consequences of Salesperson Job Satisfaction: Meta-Analysis and Assessment of Causal Effects”, Journal of Marketing Research, Vol. 30 No. 1, Pp. 63-77.
Brown, S. P., & Lam, S. K. (2008). A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses. Journal of Retailing, 84(3), 243-255.
Bulan, H. F., Erickson, R. J., & Wharton, A. S. (1997). Doing For Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Being. Social Problems, 44, 235-256.
Chapman, E., & Evans, M. (2016). Leading Through Emotional Labor: Child Protection Assessment Officers in High Quality Call-Centre. In 30th Australian and New Zealand Academy of Management Conference: ANZAM 2016 (Pp. 1-13). Australian and New Zealand Academy of Management.
Chapman, E., & Evans, M. (2016). Leading Through Emotional Labor: Child Protection Assessment Officers in High Quality Call-Centre. In 30th Australian and New Zealand Academy of Management Conference: ANZAM 2016 (Pp. 1-13). Australian and New Zealand Academy of Management.
Chau, S. L., Dahling, J. J., Levy, P. E., & Diefendorff, J. M. (2009). A Predictive Study of Emotional Labor and Turnover. Journal of Organizational Behavior, 30, 1151– 1163.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese Hotel Employees in the Smiling Masks: Roles of Job Satisfaction, Burnout, and Supervisory Support in Relationships between Emotional Labor and Performance. The International Journal of Human
In-Text Citation: (Elganas, Sheppard, 2019)
To Cite this Article: Elganas, T., Sheppard, R. (2019). Effects of Emotional Labor on Job Satisfaction and Customer Satisfaction: An Empirical Study of Libyan Banks. International Journal of Academic Research in Business and Social Sciences, 9(11), 1261–1282.
Copyright: © 2019 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode