Yuhsuan Chang, ChungJen Chien and Li-Fang Shen
The COVID-19 pandemic has accelerated the process of teleworking and teleworking is expected to be a central feature of workplaces of the future. The present study examines the…
Abstract
Purpose
The COVID-19 pandemic has accelerated the process of teleworking and teleworking is expected to be a central feature of workplaces of the future. The present study examines the effect of leader-member exchange (LMX) and perception of loneliness on the relationship between proactive coping and the work productivity of teleworkers during the COVID-19 crisis time.
Design/methodology/approach
Using structural equation modeling (SEM), this study the study is based on a survey of 572 teleworkers in Taiwan drawn from a variety of industry sectors.
Findings
Through the application of a hypothesized moderated mediation model, the indirect effects of proactive coping on work productivity via LMX are stronger for employees who experience a higher level of perceived loneliness.
Research limitations/implications
The results have contributed to current understanding on the success of telework at the individual level and extends research framework of teleworking. Using self-report questionnaire is one of the limitations; however, this was feasible data collection method during COVID-19.
Practical implications
Organizations need to provide further training aimed at enhancing proactive coping and dealing with future work challenges in the complex and dynamic workplace.
Originality/value
This study is the first among its type to examine proactive coping and job productivity from a LMX during COVID-19.
Details
Keywords
This study aims to empirically test the influence of customer perceptions of employee emotional labour (CPEL) and customer emotional labour (CEL) on perceived service quality…
Abstract
Purpose
This study aims to empirically test the influence of customer perceptions of employee emotional labour (CPEL) and customer emotional labour (CEL) on perceived service quality, satisfaction with service and repurchase intentions in luxury retail. It further examines the moderating role of perceived customer interactivity in the relationships among CPEL, CEL and service outcomes.
Design/methodology/approach
An online survey of 249 customers with experience in offline luxury service interactions was conducted. Statistical analyses and hypothesis testing were performed using SPSS and AMOS.
Findings
This study highlights the critical role of customer perceptions of employee deep acting and customer surface acting in shaping perceived service quality. It demonstrates that customers’ efforts to regulate their emotions, similar to employees’ efforts, significantly affect service outcomes. Additionally, the results suggest that perceived customer interactivity significantly moderates only the relationship between CEL and service satisfaction.
Originality/value
By exploring emotional labour from the customers’ perspective within the luxury retail sector, this study offers novel insights into service quality management. It extends the theoretical framework of emotion regulation theory to this context, offering practical implications for enhancing service experiences in developing luxury markets.