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Groth, M. and Hennig-Thurau, T. (2009) Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy. Academy of Management Journal, 52, 958-974.
https://doi.org/10.5465/amj.2009.44634116

has been cited by the following article:

• TITLE: The Effects of Local Residents’ Emotional Labor on Tourists’ Satisfaction—The Mediating Role of Tourism Experience

  AUTHORS: Yunxia Shi, Xinxin Bao, Ruonan Hu, Chunhao Ma

  KEYWORDS: Emotional Labor, Deep Acting, Surface Acting, Tourism Experience, Satisfaction

  JOURNAL NAME: Journal of Service Science and Management, Vol.12 No.7, November 20, 2019

  ABSTRACT: To explore how local residents’ attitudes and action influence tourists’ satisfaction which in turn influences tourism destination’s brand image, the paper conducts a questionnaire survey among 166 tourists who visited Yantai, analyzes and tests the relational model through structural equations. The test result shows that residents’ deep acting strategy positively affects tourists’ satisfaction; tourism experience partially mediates the effect of residents’ emotional labor on tourists’ satisfaction. It supplements the antecedent research of tourism experience. Policymakers are suggested to attach great importance to residents’ emotional labor and tourists’ experiential demand.