| 作者： | unknown |
| 刊名： | International Journal of Management, Economics and Social Sciences, 2017, Vol.6 (1) |
| 来源数据库： | IJMESS Int’l Publishers |
| 原始语种摘要： | The purpose of the study was to examine the impact of emotional labor mechanisms (surface acting and deep acting) on service encounters. The literature review has been conducted to examine how two mechanisms impact on employees and customers. The study suggested that as far as employees are concerned, it has been concluded that deep acting rather than surface acting is responsible of high levels of employee satisfaction. |