Bakar, Resekiani Mas and Jufri, Muhammad and Tadjuddin, Fajriani (0209) Customer Service Orientation, Emotional Labor Strategy, and Emotional Exhaustion. The 3rd International Conference on Education, Science, and Technology (ICEST) 2019.
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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. Keywords: Customer service orientation, deep acting, emotional exhaustion, emotional labor
| Item Type: | Article |
|---|---|
| Subjects: | PSIKOLOGI |
| Divisions: | FAKULTAS PSIKOLOGI |
| Depositing User: | Resekiani Mas Bakar |
| Date Deposited: | 09 May 2023 12:12 |
| Last Modified: | 09 May 2023 12:12 |
| URI: | http://eprints.unm.ac.id/id/eprint/28246 |
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