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Customer Injustice and on Employees’ Emotional Labor: The Role of Perspective Taking and Negative Affectivities |
XIE Li-Shan, GONG Jin-Hong, LIANG Yan |
Sun Yatsen University, Guangzhou, Chin |
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Abstract An empirical study was conducted in 2 highstart hotels, investigating the effects of customer injustice on employees’ emotional labor and the moderating role of perspective taking. The results of data analysis indicated that customer injustice was positively related with surface acting, while negatively related with deep acting. Negative affectivities partially mediated the impact of customer injustice on deep acting. Furthermore, perspective taking moderated the effects of customer injustice on employees’ emotional labor. Employees with higher perspective taking ability suffered less influence from customer injustice .
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Received: 29 June 2009
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