Happy workers work happy? The perspective of frontline service workers

Abstract

Frontline service workers provide service to customers on behalf of the organization. Many recent studies have confirmed that customer service performances are positively linked with customer’s feelings. Frontline service workers in contact with customers have to conceal their true emotions while at work, instead displaying emotions appropriate to those required by the organization. However, the everyday emotions of members in the organization affect individual behavior. The display of day-to-day behavior by frontline service workers may be influenced by personal emotions. This study is thus designed as a longitudinal study to observe the effect of daily emotional variations on the emotional labor of service personnel.