Article citationsMore>>

Delcourt, C., Gremler, D. D., van Riel, A. C. R., & van Birgelen, M. (2013). Effects of Perceived Employee Emotional Competence on Customer Satisfaction and Loyalty. The Mediating Role of Rapport. Journal of Service Management, 24, 5-24.
https://doi.org/10.1108/09564231311304161

has been cited by the following article:

• TITLE: The Effects of Service Employees’ Emotional Labor on Customer Loyalty in Wealth Management Service Organization

  AUTHORS: Yunxia Shi, Xinxin Bao, Chunhao Ma, Wenpei Wei

  KEYWORDS: Emotional Labor, Customer Loyalty, Trust, Competence, Wealth Management Service

  JOURNAL NAME: Journal of Service Science and Management, Vol.13 No.3, June 10, 2020

  ABSTRACT: The wealth management firm meets greater competition in generating customer loyalty after China’s 11 opening-up policy. According to emotional contagion and SOR theory, the effect of employees’ competence on customer loyalty was firstly investigated. Secondly, the mediation effect of customers’ trust was tested. Finally, the moderation effect of employees’ emotional labor perceived by customers was investigated. After tested by Process Macro for SPSS, several results were obtained. Employees’ competence positively predicts customer loyalty, and customers’ trust plays a mediation effect. The deep acting (surface acting) strategy of employees plays a positive (negative) moderation effect in the relationship between employees’ competence and customer trust. Theoretical and managerial implications related to emotional labor and trust were generated.