Customer Service Orientation, Emotional Labor Strategy, and Emotional Exhaustion

DOI

10.2991/assehr.k.201027.018How to use a DOI?

Keywords

Customer service orientation, deep acting, emotional exhaustion, emotional labor

Abstract

This study aimed to determine the relationship between customer service orientation with emotional labor strategy and emotional exhaustion among the sales employees. Customer service orientation is the predictor variable that influences emotional labor strategy and emotional exhaustion among the employees. The participants in this study were 88 sales employees in one of the automotive companies in Makassar, Indonesia. The regression analysis result showed a positive effect of customer service orientation on emotional labor and emotional exhaustion among the sales employees. The employees who have high service orientation tend to show deep acting strategy when serving their customers, enabling them to decrease emotional exhaustion.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Resekiani Mas Bakar
AU  - Muhammad Jufri
AU  - Fajriani Tadjuddin
PY  - 2020
DA  - 2020/10/27
TI  - Customer Service Orientation, Emotional Labor Strategy, and Emotional Exhaustion
BT  - Proceedings of the 3rd International Conference on Education, Science, and Technology (ICEST 2019)
PB  - Atlantis Press
SP  - 83
EP  - 87
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.201027.018
DO  - 10.2991/assehr.k.201027.018
ID  - Bakar2020
ER  -