Dance with problem customers: an examination of the moderating effect of emotional intelligence
Authors: Hsiu-Hua Hu
Journal: Chia Da Management Review. Jun. 2013, 33(1): 1-36.
Keywords: Conservation of resources theory; Emotional intelligence; Emotional labor tax; Positive service behaviors; Problem customer perceptions
Abstract:
Adopting a perspective of conservation of resources, the aim of this study is to examine the association among
frontline employees' problem customer perceptions, emotional intelligence, emotional labor tax, and positive
service behaviors. This study uses data collected from a field survey of 232 employee-supervisor matched dyads
from 80 mid-size restaurants in Taiwan to test a framework of influences of problem customer perceptions. The
results indicate that problem customer perceptions are positively related to frontline employees' emotional
labor tax but negatively related to their positive service behaviors. Furthermore, emotional labor tax
partially mediates the relationship between problem customer perceptions and positive service behaviors.
Results also reveal that high emotional intelligence buffers the positive influence of problem customer
perceptions on emotional labor tax but negative influence on positive service behaviors. Finally, the
implications, limitations and suggestion for future research are discussed.