Antecedents and effects of emotional satisfaction on employee‐perceived service quality

Terje Slåtten

47 citations0/0 files storedManaging Service Quality

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Job Satisfaction and Organizational Behavior Customer Service Quality and Loyalty Emotional Labor in Professions

Abstract

Purpose – The aim of this paper has been to study the relationships among: four role stressors ("role ambiguity", "role overload", "role conflict", and "work‐family conflict"); emotional satisfaction among employees; and employee‐perceived service quality.

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1988On the Evaluation of Structural Equation Models 1979The Social Psychology of Organizations.1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1984A Service Quality Model and its Marketing Implications 1985Sources of Conflict between Work and Family Roles 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1970Role Conflict and Ambiguity in Complex Organizations 1985Sources of Conflict Between Work and Family Roles

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