This study aims to examine the impact of surface acting and deep acting on customer satisfaction directly and with the mediation of job satisfaction. As well, we investigate the moderating effect of gender and emotional intelligence on emotional labor (surface acting and deep acting) and on job satisfaction. The data are collected through questionnaires from a sample of 364 banking professionals working in the Libyan banking industry, with data analysis being performed using SPSS software. Our research findings suggest significant relationships between surface acting and customer satisfaction, deep acting and customer satisfaction, surface acting and job satisfaction, deep acting and job satisfaction, and job satisfaction and customer satisfaction. The results also indicate that partial mediation of job satisfaction is also found in the relationship of emotional labor and customer satisfaction. Additionally, the moderating effect of gender and emotional intelligence was found to be significant on the relationship of deep acting and job satisfaction. The results are discussed with reference to previous studies. Study limitations and ideas for future research directions are also presented.
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In-Text Citation: (Elganas, Sheppard, 2019)
To Cite this Article: Elganas, T., Sheppard, R. (2019). Effects of Emotional Labor on Job Satisfaction and Customer Satisfaction: An Empirical Study of Libyan Banks. International Journal of Academic Research in Business and Social Sciences, 9(11), 1261–1282.
Copyright: © 2019 The Author(s)
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