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- Hana Medler-Liraz and Dana Yagil.
- Academic College of Tel-Aviv-Yaffo, School of Management and Economics, Tel Aviv 61083, Israel. hanamedl@mta.ac.il
- J Soc Psychol. 2013 May 1; 153 (3): 261-78.
AbstractMany studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.
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