Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …

Purpose To reduce costs, many banks have increased customer involvement during the
creation and delivery of their products and services. Based on a job demands-resources (JD …

Purpose There is considerable research examining the consequences and contingency
factors of customer participation in the service encounter. In comparison, there is …

Purpose The purpose of the current research is to evaluate how customer contact level and
customer service-based role conflict influence the relationship between customer emotions …

Purpose Very few studies have considered how customer participation (CP) influences
service employees' well-being. CP may lead employees to engage in emotional labor …

Purpose Frontline employees face constant emotional demands in the course of providing
services to their customers, which can impact job engagement. This study aims to …

Purpose The purpose of this paper is to examine the impact of customer participation on role
behaviors and customer satisfaction. The mediating role of role stressors is also examined …

Customer response to employee emotional labor: the structural relationship between
emotional labor, job satisfaction, and customer satisfaction | Emerald Insight Books and …

Purpose This study aims to employ conservation of resources (COR) theory to explain how
customer support, customer power, customer orientation (CO) and product complexity …

In this research, we extend emotional labor theories to the customer domain by developing
and testing a theoretical model of the effects of employee emotional labor on customer …