An Investigation into the Relationship between Emotional Laborand Customer Satisfaction
An Investigation into the Relationship between Emotional Laborand Customer Satisfaction

Summary/Abstract: Purpose: This study primarily aims to provide insight into the role of deep acting and surfaceacting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as themoderating variable.Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire.The survey involved a sample of 291 employees of Jordanian service firms.Findings: Obtained findings indicate significant direct relationships, with surface acting negativelyrelated to both job satisfaction and customer satisfaction and deep acting positively related to both.The results support the mediating role of job satisfaction on the relationship between surface actingand customer satisfaction, along with deep acting and customer satisfaction. Moreover, theoutcome substantiates the moderating role of mentoring on both acting types with job satisfaction.Implication: This is the first study to empirically examine the mediating role of job satisfaction onthe employee emotional labor relationship with customer satisfaction in service companies ofa developing country.

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